Helpdesk | Helpdesk Widget | customer support ticketing system | helpdesk management | service desk support | best ticketing system
by Relief Technologies
Odoo
$ 37.52
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Contacts (contacts)
• Discuss (mail) |
| Lines of code | 2914 |
| Technical Name |
rt_helpdesk |
| License | OPL-1 |
Helpdesk | Helpdesk Widget | customer support ticketing system | helpdesk management | service desk support | best ticketing system
Provide a framework for entering new tickets at the initial point of contact with the customer. offer service management tools to monitor and manage the allocation and completion of customer requests. and provide routing capabilities for assigning issues to the team or person best suited to respond to them.
Odoo Helpdesk | Helpdesk Widget is a ticket management system that allows enterprise brands to implement efficient workflows in a customer service process Excellent customer service goes a long way with customer satisfaction, retention, and loyalty.
Odoo Helpdesk | Helpdesk Widget ticketing system helps you provide a variety of ways to get customers the support they need, the moment they need it.Manage incoming requests. Build a support platform that can create, track, and assign customer tickets.keeping your team efficient and improving team performance.
Key Features
Go to the Helpdesk -> Configuration -> Helpdesk Teams
Create helpdesk team with email alias
Also, provide Default Origin/Channel, Default Ticket Type and Default Tags when create ticket from this email alias.
Go to Settings -> General Settings and enable Custom Email Servers and enter your Alias Domain
Click on "Incoming Email Servers"
Create Incoming Email Server with required details and click on Test and Confirm.
Incoming Email Server will gone into Confirmed stage after clicked on the "Test & Confirm" button
Click on "Outgoing Email Servers"
Create Outgoing Email Server with required details and click on Test Connection button.
Send email to the incoming email alias setup in helpdesk team.
Go to Settings -> General Settings --> and click on Activate the developer mode
Go to Technical -> Scheduled Actions
Click on Mail: Fetchmail Service
Mail: Fetchmail Service runs every 5 minutes automatically. click on Run Manually button
Go to Helpdesk -> Tickets (Ticket automatically created when received email from incoming email alias and when Mail: Fetchmail Service cron job run)
Ticket Form View
Subject, Customer, Email taken from email.
Ticket Type, Team, Assignees, Origin, Tags taken from helpdesk team.
Direction is incoming when received email from customer.
Last Message On is last datetime time to send/receive message.
Description is taken from Email body
Email Message in chatter
Support user send message to the customer from the chatter
Ticket direction is set Outgoing automatically when Support user send message to the customer.
Customer received email with ticket number.
Customer replied from the email client.
Customer replied message shown in the ticket chatter
Ticket direction is set Incoming automatically when customer send message to the support team.
Search Panel with Stage, Assignees, Ticket Type, Priority filters
Search Panel with Document model, Origin, Tags, Product filters
Click "Show Dashboard" to show mini dashboard above the tree view.
Dashboard data shows ticket stage and direction counter
Dashboard graph shows ticket stage as a bar chart and direction as a doughnut chart
Click here to hide/show columns list
List of columns to hide/show in tree view.
Tons of fillers
Tons of fillers
Tons of group by
Tickets tree view
Tickets kanban view
Shown yellow/warning Kanban box if ticket direction field value is undefined or not set or false
Dashboard data shows ticket stage and direction counter
Dashboard graph shows ticket stage as a bar chart and direction as a doughnut chart
Ticket form view
Chatter in Ticket form view
Click on "Open Document" button
Related document will open when click on "Open Document" button (document for which this ticket is created)
Tickets calendar view with Ticket Type, Direction filters
Tickets calendar view with Stage, Product, Origin filters
Tickets calendar view with Document Model filters
Tickets Pivot view
Tickets graph view
Tickets Activity view
Go to helpdesk -> Configuration --> Ticket Stages
Ticket Stages tree view
Ticket Stages kanban view
Ticket Stages form view
Email Template: Send email to the customer when ticket reached at this stage.
Opt Out direction flow: if ticked then Direction will not change to outgoing when send send email to the customer when ticket reached at this stage.
Color Stage color: to display stage color in kanban view, dashboard, widget etc etc.
Sequence: Lower is better in order to ordering the stage
Customer Stage name/color: to display stage name/color in portal and email
Closing Stage: Indicates whether this is ticket closing Stage or not in order to filter the tickets.
Stage Description: Description of the stage helps your co-workers to understand purpose of this stage.
Go to helpdesk -> Configuration -> Ticket Types
Go to helpdesk -> Configuration -> Ticket Origins
Go to helpdesk -> Configuration -> Ticket Tags
Tickets counter in Customer Kanban view
Tickets smart button in Customer Form view
Tickets will opens when click on Tickets smart button in Customer Form view
Go to Ticket Form View
Click on "Add Followers" button
Select Recipients and click on Add Followers button
Followers added successfully
Login with any portal/customer and you can find the "Tickets" in Documents list in Customer Portal.
Click on "Tickets"
Tickets list view
Sort By Tickets
Filter By Tickets
Group By Tickets
Using Search Filters to find Tickets
Customer Preview of a ticket
Direction: Incoming automatically - When customer send an email or message (coming from customer side)
Customer send message from customer portal of ticket (Customer Preview of a ticket)
Direction: Incoming automatically - When customer sent message from customer portal of ticket
Direction: Outgoing automatically - When support user or internal user send message/email to the customer
Select Email Template in Ticket Stage and untick the "Opt Out direction flow?"
Send an email notification when a stage is changed
When support user changed Ticket Stage (in which Email Template selected)
Direction: Outgoing automatically - Stage changed email notification sent to the customer
Go to settings -> Users & Companies -> Users
Two kind of Access Groups to the helpdesk application.
User: Only can create, read or write ticket assigned(in Assignees field in ticket) by them only.
It will not allow them to access or read any data of other user.
Can see the tickets which don't have any Assignees( Field 'Assignees' is not set in ticket or blank)
They will not be able to see Tickets assigned to other support user in the helpdesk application.
Administrator: They can manage other users tickets as well.
Can create, read, write or delete tickets
Can have access to the configuration of helpdesk application.
Helpdesk User A: has user level access group.
logged in with Helpdesk User A and he only can see tickets assigned to him and tickets which don't have any assignees(Field 'Assignees' is not set in ticket or blank)
Helpdesk Manager: has Administrator level access group.
logged in with Helpdesk Manager and he can see all tickets as well as configuration menu
Helpdesk ticket integration
Integrating Helpdesk ticket features to your model is extremely easy.
Simply inheriting the rt.helpdesk.ticket.mixin model
and adding the ticket related fields (and their appropriate widget) to your form/tree/kanban view
will get you up and running in no time.
Added the ticket related fields and widget(rt_helpdesk_list_ticket_field) to your form/tree/kanban view
Ticket list widget in Quotation tree view.
Shows Ticket list when click on helpdesk icon/button
Ticket list widget in Quotation kanban view.
Shows Ticket list when click on helpdesk icon/button
Ticket list widget in Quotation form view.
Shows Ticket list when click on helpdesk icon/button
Click "Create ticket" button to create new ticket related to current document
New Ticket form will opened when you click "Create ticket" button
Document Name, Customer, Email, Phone, Mobile automatically filled based on source document.
Click "Open Tickets List View" button to open ticket list view
Ticket List will opened when you click "Open Tickets List View" button
Scan button will visible just below the field in edit mode. click on button and scan barcode or QR code as shown in above video
Camera Selection option
Managing multiple inboxes in one place
Integrating Helpdesk ticket features to your custom model
helpdesk dashboard and charts above the tree and kanban view to monitor key performance indicators (KPIs)
Automatically manage incoming and outgoing direction
15.0.1 (23 Jan 2023)
First Release
Support
If you need any help or want more features, just contact us:
Email: relief.4technologies@gmail.com
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