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Guide for Odoo Website Helpdesk and Support System

Updated 5 March 2024

INTRODUCTION

Odoo Website Helpdesk and Support System for customer satisfaction!

The customer support system plays a crucial part in an organizational structure to provide post-sale assistance to customers. Also, it helps render a satisfactory experience to the customer showing confidence in your brand/website.

To help ease your customer support, we created Odoo Website Helpdesk and Odoo Support System. The Odoo app allows registered customers to raise support tickets from your Odoo website for their queries or grievances.

Further, customers can select the reason to raise a support ticket. The Odoo user can view the support tickets in the Odoo backend and handle them accordingly. Moreover, you can set various teams and ticket categories from the backend.

In addition, customers can view all their support tickets and track their progress from their accounts.

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NOTE: Odoo Website Helpdesk and Support System works in conjunction with the following module:

Odoo Project Advance Team Management

First, you must install this module for the Odoo Website Helpdesk and Support System to work correctly.

FEATURES

  1. Odoo Website Helpdesk and Support System allows you to add and manage the helpdesk/ticket support system on the Odoo website.
  2. Customers can raise support tickets regarding their queries or issue from their account about any product.
  3. The Odoo admin can create teams to categorize and handle support tickets according to the need.
  4. It allows you to configure ticket categories and the reason for contact.
  5. Customers can raise their helpdesk tickets by selecting the pre-defined categories.
  6. The Odoo admin can enable/disable the reCAPTCHA feature on the ticket.
  7. The Odoo app also sends an automatic acknowledgment mail to the customer on a support ticket successful submission.
  8. Customers can track their support tickets from their accounts.
  9. Odoo Users can set the status of the support ticket for progress tracking.
  10. The Odoo users can add internal notes in the support ticket to post query updates.
  11. Odoo Website Helpdesk and Support System automatically send a mail to customers for review and rating after the ticket is solved.

INSTALLATION

  1. Once you purchase the App from Webkul store, you will receive the link to download the zip file of the module.
  2. Extract the file on your system after the download finishes. You will be able to see a folder named- ‘website_helpdesk_system.’
  3. Copy and paste this folder inside your Odoo Add-Ons path.
  4. Now, open the Odoo App and click on the Settings menu. Here, click on Activate the Developer Mode.
  5. Then, open the Apps menu and click on ‘Update Modules List.’
  6. In the search bar, remove all the filters and search ‘website_helpdesk_system.’
  7. You will be able to see the module in the search result. Click on ‘Install’ to install it.

WORKFLOW

Hopping on to the configuration of Odoo Website Helpdesk and Support System.

CONFIGURATION

1. Go to the Helpdesk module to view the updated dashboard with clickable data cards after installing the module. Also, the dashboard shows every relevant data of the support tickets.

odoo-website-helpdesk-and-support-system-dashbaord

2. Go to ‘Helpdesk> Configuration> Settings’ to enable/disable reCAPTCHA and select ‘Review Email Template.’ Enter the reCAPTCHA private key and site key to configure it.

configuring-recaptcha-in-odoo-website-helpdesk-and-support-system

3. Now, go to ‘Helpdesk> Configuration> Teams> Create’ to add new team. Enter the name, select the ‘Manager,’ and add ‘Members.’

creating-teams-in-odoo-website-helpdesk-and-support-system

4. Next, move to the ‘Helpdesk> Configuration> Stages> create’ to add a stage.

creating-stages-in-odoo-website-helpdesk-and-support-system

5. Create a category from the ‘Helpdesk> Configuration> Categories’ menu and select ‘Responsible Team and add a description.’

creating-categories-in-odoo-website-helpdesk-and-support-system

6. Add a topic from the ‘Helpdesk> Configuration> Topics> Create’ menu. Enter the name, choose the category, and add a description.

creating- topics-in-odoo-website-helpdesk-and-support-system-1
creating-topics-in-odoo-website-helpdesk-and-support-system-2

RAISING SUPPORT TICKETS ON ODOO WEBSITE

7. On the Odoo website, go to the ‘Helpdesk’ menu. Click ‘Create a Ticket’ and enter the customer’s name, email address, and phone number. Moreover, select the category from the list and the relevant topic for the ticket. Also, write the subject and description of the query, and click the ‘Submit’ button.

creating-ticket-on-the-odoo-website-in-odoo-website-helpdesk-and-support-system

8. Once submitted, the customer will receive a confirmation mail on their email address. 

message-on-successful-ticket-creation

9. Clicking the ‘All Tickets’ option will show all the tickets a customer raised with their status.

viewing-all-of-the-customer's-ticket

TICKETS IN THE ODOO BACKEND

10. In the backend, move to ‘Hepdesk> Search> Tickets’ to view every support ticket.

tickets-in-the-odoo-backend

11. You can view the status of a support ticket which will change according to the progress. The usage of the ‘Create Task, Create Invoice, Resolve, and Cancel’ buttons are explained below.

checking-ticket-details-like-stage-and-avaialble-options

11.1. When you click the ‘Create a Task,’ the system will create a task for the project, where you must enter the milestone, assignees, sales order item, deadline, and related tags. 

creating-task-for-a-ticket

11.2. Clicking create invoice will open the popup to create the invoice.

11.3. The ‘Resolved’ option will open a popup where you must select the ‘Stage and enter the Reason.’

marking-aticket-resolved

11.4. On clicking the cancel button, you must select the ‘Stage and enter the Reason’ for canceling.

canceling-a-ticket-request

12. The helpdesk ticket status will update accordingly on the Odoo website.

ticket-status-on-the-customer-account

13. Lastly, a feedback mail is automatically sent to the customer after the ticket is resolved, asking them to rate the service provided by Helpdesk and support team.

OTHER ODOO MODULES

NEED HELP?

Hope you find the guide helpful! Please feel free to share your feedback in the comments below.

If you still have any issues/queries regarding the module, please raise a ticket at https://webkul.uvdesk.com/en/customer/create-ticket/.

Also, please explore our Odoo development services & an extensive range of quality Odoo Apps.

For any doubt, contact us at [email protected].

Thanks for paying attention!!

Current Product Version - 1.0.1

Supported Framework Version - Odoo 16, 15, 14

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