Helping customers help themselves is one of the smartest ways to reduce support workload, and Odoo 18 makes this easier than ever. By connecting the Helpdesk app with eLearning courses, you can offer customers instant access to tutorials, videos, and quizzes right inside your help center. This not only speeds up problem-solving but also helps users build a deeper understanding of your products and services.
In this blog, we'll walk through how to configure Helpdesk for eLearning in Odoo 18, create course content, and publish it so your customers can start learning and troubleshooting on their own.
Configuring Helpdesk for E-Learning
To configure the helpdesk for e-learning courses, we need to open the helpdesk module, and you can either select an existing team or create a new one if you’re setting up a dedicated eLearning support flow. By clicking the dropdown menu from the team, you can see the settings options, like in the given image.
This will take you directly to the Helpdesk Team’s settings page. Once you are within the settings of the Helpdesk Team, you scroll down to the Help Center section, and Odoo 18 provides a range of self-service options for support. Enable the eLearning checkbox to connect your Helpdesk with training material.
This turns on the functionality where customers can access learning content, like tutorials, videos, and presentations, from the help center. Once it is turned on, a new field appears: Courses. Here, you can select which eLearning courses should be attached to this Helpdesk team. You have the option to select among the already existing courses within the dropdown or type a new title and create a course on the fly. You can assign multiple courses, ensuring customers have quick access to the right learning modules while browsing help resources.
You can create a new course directly just by typing the course title in this field. A window will pop up like below. Here we can configure all the details of a course.
Now save this initial setup, but of course, you will want to enrich this course by clicking the Add Content button, which opens the content creation window as shown below.
Here, you can upload various types of learning materials, including documents, videos, presentations, or quizzes. You select the Content Type, add a file from your computer or fetch it from Google Drive, and fill in information like duration, responsible person, how many downloads are allowed, and preview options. You can also attach additional resources, write a description, or create interactive quizzes using the tabs provided.
Customers can access all published eLearning courses directly from the Courses menu on the website. This page lets them browse available training, view course details, and start learning instantly. It provides a simple, user-friendly way to explore your training content.
Help Center Overview
The Help menu on the website leads users to the Help Center, where they can quickly access self-service support resources.
This page brings community discussions and eLearning courses together in one place, enabling users to ask questions, browse the most popular forum topics, or dive right into the training videos and tutorials. The Help Center contains direct links to active courses and community posts, making access fast and easy for customers to find answers and learn at their convenience.
By going to the Community page,
Users can access two types of discussion spaces from inside the help center. The first is the Help Forum, which covers general questions. The second type consists of course-specific forums, each dedicated to an individual course and providing its own community space where learners can ask course-related questions and share insights. This format helps keep discussions organized and makes it easier for users to find answers related to the specific training they're following.
When you open the Help Forum, you can see several forum questions listed.
You can browse through all existing questions submitted by community members, along with their replies and suggested solutions. Each post provides valuable insights, as users share tips, troubleshooting steps, and best practices. If you have a new question, just click the New Post button to create your own discussion thread and get help from the community. This interactive space helps users learn from each other and find answers quickly.
Create Helpdesk Tickets Directly from Course Forums
Odoo also allows students to easily raise a Helpdesk ticket directly from a course forum whenever they have doubts or face technical issues. When a learner opens a discussion inside any course forum, the three-dot menu gives them the option to Create Ticket, as shown in the image below. This instantly converts the forum post into a Helpdesk ticket, ensuring the support team can step in when the community isn’t able to provide an answer.
When you click on the Create Ticket option, a new window will open. If the course is linked to multiple Helpdesk teams, you can select the appropriate team from this window. Otherwise, it will automatically fill. After that, create your ticket.
The newly created ticket appears in the Helpdesk dashboard, listed under the unassigned section of the corresponding team.
Conclusion
Integrating eLearning with the Helpdesk in Odoo 18 creates a powerful self-service ecosystem for learners and customers. From accessing courses and engaging in course-specific forums to raising Helpdesk tickets directly from discussion threads, users get a smooth and supportive learning experience. For support teams, this integration centralizes communication, streamlines ticket handling, and improves overall response quality. Whether you're training new users or assisting active learners, this setup helps you deliver faster, smarter, and more organized support.
To read more about How to Configure an e-Learning Course in Odoo 18, refer to our blog How to Configure an e-Learning Course in Odoo 18
FAQ
1. Can customers access eLearning courses directly from the Helpdesk?
Yes. Once eLearning is enabled on a Helpdesk team, linked courses become visible in the Help Center, allowing users to explore training content instantly.
2. Can I create new eLearning courses from the Helpdesk settings page?
Absolutely. Simply type a course name in the Courses field and choose Create and Edit to build a new course right from the Helpdesk configuration.
3. How do students raise support tickets from forums?
Inside any course forum, students can click the three-dot menu on a post and select Create Ticket. The question is then converted into a Helpdesk ticket automatically.
4. Where do created tickets appear?
All tickets generated through forums are sent directly to the assigned Helpdesk team and appear in the Helpdesk dashboard like any other support ticket.
5. Can I restrict access to certain eLearning courses?
Yes. In the eLearning course settings, you can configure Access Rights to control who is allowed to view or enroll in the course.
6. Do forum posts and tickets stay connected?
Yes. Odoo keeps the ticket linked to the forum post it originated from, helping support agents understand the full context.
7. Is publishing course content required for users to see it?
Yes. Both the course and individual contents must be published before learners can access them on the website.