{"id":147897,"date":"2018-10-31T11:02:27","date_gmt":"2018-10-31T11:02:27","guid":{"rendered":"https:\/\/webkul.com\/blog\/?p=147897"},"modified":"2025-06-03T13:17:17","modified_gmt":"2025-06-03T13:17:17","slug":"odoo-website-helpdesk-and-support-system","status":"publish","type":"post","link":"https:\/\/webkul.com\/blog\/odoo-website-helpdesk-and-support-system\/","title":{"rendered":"Guide for Odoo Website Helpdesk and Support System"},"content":{"rendered":"\n

INTRODUCTION<\/strong><\/h2>\n\n\n\n

Odoo Website Helpdesk and Support System<\/a> is a crucial part of an organizational structure, ensuring seamless post-sale assistance for customers. <\/p>\n\n\n\n

It also enhances customer satisfaction, building trust and confidence in your brand or website.<\/p>\n\n\n\n

Simplify customer support with the Odoo Website Helpdesk and Support System! Registered customers can easily raise tickets directly from your Odoo website to address their queries or concerns.<\/p>\n\n\n\n

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. <\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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NOTE:<\/em><\/strong> Odoo Website Helpdesk and Support System works in conjunction with the following module:<\/em><\/p>\n\n\n\n

Odoo Project Advance Team Management<\/em><\/a><\/p>\n\n\n\n

First, you must install this module for the Odoo Website Helpdesk and Support System to work correctly.<\/em><\/p>\n<\/blockquote>\n\n\n\n

<\/p>\n\n\n\n

<\/p>\n\n\n\n

FEATURES<\/strong><\/h2>\n\n\n\n
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  1. Website Helpdesk and Odoo Support<\/a> System allows you to add and manage the helpdesk\/ticket support system on the Odoo website.<\/li>\n\n\n\n
  2. Customers can raise support tickets regarding their queries or issue from their account about any product.<\/li>\n\n\n\n
  3. The Odoo admin can create teams to categorize and handle support tickets according to the need.<\/li>\n\n\n\n
  4. It allows you to configure ticket categories and the reason for contact.<\/li>\n\n\n\n
  5. Customers can raise their helpdesk tickets by selecting the pre-defined categories.<\/li>\n\n\n\n
  6. The Odoo admin can enable\/disable the reCAPTCHA feature on the ticket.<\/li>\n\n\n\n
  7. The Odoo app also sends an automatic acknowledgment mail to the customer on a support ticket successful submission.<\/li>\n\n\n\n
  8. Customers can track their support tickets from their accounts.<\/li>\n\n\n\n
  9. Odoo Users can set the status of the support ticket for progress tracking.<\/li>\n\n\n\n
  10. The Odoo users can add internal notes in the support ticket to post query updates.<\/li>\n\n\n\n
  11. Odoo Website Helpdesk and Support System automatically send a mail to customers for review and rating after the ticket is solved.<\/li>\n<\/ol>\n\n\n\n

    INSTALLATION<\/strong><\/h2>\n\n\n\n
      \n
    1. Once you purchase the App from Webkul store, you will receive the link to download the zip file of the module.<\/li>\n\n\n\n
    2. Extract the file on your system after the download finishes. You will be able to see a folder named- \u2018website_helpdesk_system.\u2019<\/strong><\/li>\n\n\n\n
    3. Copy and paste this folder inside your Odoo Add-Ons path.<\/li>\n\n\n\n
    4. Now, open the Odoo App and click on the Settings menu. Here, click on Activate the Developer Mode.<\/li>\n\n\n\n
    5. Then, open the Apps menu and click on \u2018Update Modules List.\u2019<\/strong><\/li>\n\n\n\n
    6. In the search bar, remove all the filters and search \u2018website_helpdesk_system.\u2019<\/strong><\/li>\n\n\n\n
    7. You will be able to see the module in the search result. Click on \u2018Install<\/strong>\u2019 to install it.<\/li>\n<\/ol>\n\n\n\n

      WORKFLOW<\/strong><\/h2>\n\n\n\n

      Hopping on to the configuration of Odoo Website Helpdesk and Support System.<\/p>\n\n\n\n

      CONFIGURATION<\/strong><\/h3>\n\n\n\n

      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.<\/p>\n\n\n\n

      \"odoo-website-helpdesk-and-support-system-dashbaord\"<\/a><\/figure>\n\n\n\n

      2. Go to \u2018Helpdesk> Configuration> Settings\u2019<\/strong> to enable\/disable Odoo reCAPTCHA<\/a> and select \u2018Review Email Template.\u2019<\/strong> Enter the reCAPTCHA private key and site key to configure it.<\/p>\n\n\n\n

      \"configuring-recaptcha-in-odoo-website-helpdesk-and-support-system\"<\/a><\/figure>\n\n\n\n

      3. Now, go to \u2018Helpdesk> Configuration> Teams> Create\u2019<\/strong> to add new team. Enter the name, select the \u2018Manager,\u2019<\/strong> and add \u2018Members.\u2019<\/strong><\/p>\n\n\n\n

      \"creating-teams-in-odoo-website-helpdesk-and-support-system\"<\/a><\/figure>\n\n\n\n

      4. Next, move to the \u2018Helpdesk> Configuration> Stages> create\u2019<\/strong> to add a stage.<\/p>\n\n\n\n

      \"creating-stages-in-odoo-website-helpdesk-and-support-system\"<\/a><\/figure>\n\n\n\n

      5. Create a category from the \u2018Helpdesk> Configuration> Categories\u2019<\/strong> menu and select \u2018Responsible Team and add a description.\u2019<\/strong><\/p>\n\n\n\n

      \"creating-categories-in-odoo-website-helpdesk-and-support-system\"<\/a><\/figure>\n\n\n\n

      6. Add a topic from the \u2018Helpdesk> Configuration> Topics> Create\u2019<\/strong> menu. Enter the name, choose the category, and add a description.<\/p>\n\n\n\n

      \"creating-<\/a><\/figure>\n\n\n\n
      \"creating-topics-in-odoo-website-helpdesk-and-support-system-2\"<\/a><\/figure>\n\n\n\n

      RAISING SUPPORT TICKETS ON ODOO WEBSITE<\/strong><\/h3>\n\n\n\n

      7. On the Odoo website, go to the \u2018Helpdesk\u2019<\/strong> menu. Click \u2018Create a Ticket\u2019<\/strong> and enter the customer’s name, email address, and phone number. <\/p>\n\n\n\n

      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 \u2018Submit\u2019<\/strong> button.<\/p>\n\n\n\n

      \"creating-ticket-on-the-odoo-website-in-odoo-website-helpdesk-and-support-system\"<\/a><\/figure>\n\n\n\n

      8. Once submitted, the customer will receive a confirmation mail on their email address. <\/p>\n\n\n\n

      \"message-on-successful-ticket-creation\"<\/a><\/figure>\n\n\n\n

      9. Clicking the \u2018All Tickets\u2019<\/strong> option will show all the tickets a customer raised with their status.<\/p>\n\n\n\n

      \"viewing-all-of-the-customer's-ticket\"<\/a><\/figure>\n\n\n\n

      TICKETS IN THE ODOO BACKEND<\/strong><\/h3>\n\n\n\n

      10. In the backend, move to \u2018Hepdesk> Search> Tickets\u2019<\/strong> to view every support ticket.<\/p>\n\n\n\n

      \"tickets-in-the-odoo-backend\"<\/a><\/figure>\n\n\n\n

      11. You can view the status of a support ticket which will change according to the progress. The usage of the \u2018Create Task, Create Invoice, Resolve, and Cancel\u2019<\/strong> buttons are explained below.<\/p>\n\n\n\n

      \"checking-ticket-details-like-stage-and-avaialble-options\"<\/a><\/figure>\n\n\n\n

      11.1. When you click the \u2018Create a Task,\u2019<\/strong> the system will create a task for the project, where you must enter the milestone, assignees, sales order item, deadline, and related tags. <\/p>\n\n\n\n

      \"creating-task-for-a-ticket\"<\/a><\/figure>\n\n\n\n

      11.2. Clicking create invoice will open the popup to create the invoice.<\/p>\n\n\n\n

      11.3. The \u2018Resolved\u2019<\/strong> option will open a popup where you must select the \u2018Stage and enter the Reason.\u2019<\/strong><\/p>\n\n\n\n

      \"marking-aticket-resolved\"<\/a><\/figure>\n\n\n\n

      11.4. On clicking the cancel button, you must select the \u2018Stage and enter the Reason\u2019<\/strong> for canceling.<\/p>\n\n\n\n

      \"canceling-a-ticket-request\"<\/a><\/figure>\n\n\n\n

      12. The helpdesk ticket status will update accordingly on the Odoo website.<\/p>\n\n\n\n

      \"ticket-status-on-the-customer-account\"<\/a><\/figure>\n\n\n\n

      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.<\/p>\n\n\n\n

      OTHER ODOO MODULES<\/strong><\/h2>\n\n\n\n