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By: Vishnu KP

Website Helpdesk Support Ticket Management With Odoo 16


The Helpdesk module is designed to help organizations manage customer service inquiries and requests. It is often used to track customer requests and provide customer support promptly and efficiently. Helpdesk modules typically have features such as ticket management, customer service tracking, etc.

The main feature of the module is

* Website Ticket Creation

* View created tickets from portal

* Create Tasks for the project linked to the Ticket

* Link a project to the Ticket and invoice based on the tasks timesheet

* Tickets can be viewed and managed from the backend

* Customize stages or use predefined stages to see the status of the ticket

Here we can create tickets from the website as well as form the backend. The workflow is, after installing this app, we can see a helpdesk menu on our website. Clicking that menu will open a form page containing related fields, including a file upload option.


So here, we can add the ticket-related files. After fulfilling these fields, click the submit button; it will send the helpdesk tickets to the corresponding module backend then we can see the records at our module backend. 


The created tickets are first placed at the inbox stage. There are some other stages as per the ticket progression. 


We can create the helpdesk team from the helpdesk team creation menu so that we can assign the teams depending on the type of tickets and also the priority of the tickets. If it is a high-priority ticket, we can assign this to the specific team. In the configuration settings, we can find a boolean button. When enabled, this button will allow us to create the help desk task from the ticket.


As we discussed before, we can create helpdesk teams from the backend, where we can add members and also can add projects. Under the task menu, you can see a boolean field that allows the team to create tasks from tickets. We can set a time limit for the task, and based on the time, we can set the milestone for this task and can calculate the cost for each milestone. It is not only in the backend, but also we can see the task progression and project progression in the front. This means that this task will be seen in the web portal so that it can track the progress of the project from the website. There you can find the stages, Names, Assignees, Milestone Hours Spent, etc. we can sort them by Title, Project, Assignees, StageStatus, Milestone, Priority, Deadline, Progress, Last Stage Update, and group by Stage, Status, Milestone, Priority, Sales Order Item, Customer so, these features are very helpful for the users to sort out the records from the website

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