Helpdesk

Last updated: November 18, 2019

Helpdesk


Odoo helpdesk helps the customer service teams keep customers happy. Odoo helpdesk puts all your support tickets in one place so no ticket gets forgotten and your whole team can coordinate effortlessly. Helpdesk brings together tickets from every channel. Your customers can submit tickets by emails, or through a fully customizable form on your website.

To start with, firstly install Odoo Helpdesk from Odoo Apps.

Odoo Helpdesk dashboard gives you a top level overview of all ticket activity. The dashboard lets you quickly access high priority tickets(starred), your unassigned tickets and assigned ones.

If you go to configuration menu of the Odoo Helpdesk, one can configure helpdesk teams, ticket tags, ticket types, stages, SLA Policies, Activity Types.

Configuring Helpdesk Team

For that go to Helpdesk> Configuration>Helpdesk Teams.

Here one can add the team name, description for customer portal, adding team members( Individuals to whom the ticket will be automatically assigned. Keep empty the field for everyone to be a part of the team.)

Assignation Method: How to assign newly created tickets to the right person-

  • Manually: Manual assignation of tickets.
  • Random:With random assignation every user gets the same number of tickets.
  • Balanced: With balanced assignation, tickets are assigned to the user with the least amount of open tickets.
Under channels,

Channels are the different means for customers to create tickets.Your customers can submit tickets by emails, or through a fully customizable form on your website. Even tickets can be created manually from a phone call, live chat conversation or anywhere else with the API.

To do so, you need to activate the following features.

Email Alias: For incoming emails to create tickets. Here the subject line of the email and ticket will be the same.

Live Chat: Via enabling the option customers can submit tickets through live chat option. Customers can use live chat option and the live chat operator to create the ticket.

Website Form: With the website form customers can go to your website and through the website form, they can submit a ticket.

API: Connect third party application and create tickets using web services.

Performances:

Under Performances menu, one can set up the Service Level Agreements to track performance, Canned responses (predefined answers in the mail composer), Rating on tickets (Allow your customers to easily rate your services. Activate this option will add a default email template on non-folded closing stages.)

Canned responses and email templates save time on common questions.

Self-Service

Here you have the option to set help center( question and answer section on your website), eLearning( Share presentations and videos), Ticket Closing( Allow customers to close their tickets when ticket is solved).

After Sales

Under after sales you have the options like Refunds – Generate credit notes from tickets, Coupons- Generate coupons from tickets, Returns- Allow product returns from tickets, Repairs-Repair broken products

Tickets

Your customers can submit tickets by emails, or through a fully customizable form on your website and all these tickets end up in your support pipeline where you can drag and drop them from stage to stage to track their progreass.

Configuration

Helpdesk> All Tickets

To create new ticket, click CREATE button

Here you can select the Helpdesk Team, Assigned To, Ticket Type, Set the priority, and much other.

One can even categorize tag and assign it.

Click SAVE to mark changes.

Once the ticket is solved, the status gets changes to solved.

Enhanced Communication

All communication is centralized in chatter where whole message history is recorded. So one need not look far to find out what has been said and done.

One can also add log note, schedule activity to the customer from help desk.

Calicut

Cybrosys Technologies Pvt. Ltd.
Neospace, Kinfra Techno Park
Kakkancherry, Calicut
Kerala, India - 673635

London

Cybrosys Limited
Alpha House,
100 Borough High Street, London,
SE1 1LB, United Kingdom

Kochi

Cybrosys Technologies Pvt. Ltd.
1st Floor, Thapasya Building,
Infopark, Kakkanad,
Kochi, India - 682030.

Bangalore

Cybrosys Techno Solutions
The Estate, 8th Floor,
Dickenson Road,
Bangalore, India - 560042

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