Odoo 18 Enterprise Book : HelpDesk

2. Tickets

Customers can ask inquiries or report issues in Odoo 18 in a number of ways. The Helpdesk module makes it simple for you to assist your clients. Customers can reach a company's help desk staff via live chat, messaging, the Contact Us page, forums, websites, emails, and phone calls, among other methods. When a customer asks for assistance from your company, you may manually create a ticket in the Helpdesk module to record the issue. In Odoo 18, the creation of help desk tickets can be automated. The Tickets menu in the Helpdesk module of Odoo 18 will be used to manage each of these tickets.

You can see the My Tickets and All Tickets options under the Tickets menu.

2.1 My tickets

The My Tickets platform will show you a list of all the tickets that have been issued to you. Here, you have options like ID, priority, name, assigned to, customer, activities, SLA deadlines, and stages, respectively. The page can be viewed in list, kanban, activity, pivot, graphical, and cohort views. The list view will be, as in the image below.

The kanban view will be, as in the image below.

The next view is activity, as shown in the image below.

The ‘schedule activity’ option helps you create a new activity. Now, the next option is pivot view.

The next type is the graphical view, as in the image below.

And the final type of view is the cohort view.

Here, you can view the creation date, count, and close date, respectively.

2.2 All tickets

The All Tickets platform will allow you to keep track of all the tickets issued by your company's help desk staff.

The tickets in the list view are depicted in the above image. In addition to the list view, you can also use the Kanban, Activity, Pivot, Graph, and Cohort views, depending on your needs. The list preview includes ID, Priority, Name, Team, Assigned to, Customer, Company, Activities, SLA Deadline, and Stage. To extend the view, click the menu icon in the top right corner of the list view, and then choose new fields from the list that appears.

ID, priority, helpdesk team, assigned to, customer, company, activities, my deadline, SLAs, SLA deadline, creation date, sale order item, Last Updated On, Type, Tags, stage, Rating, and Kanban State are among the items from this list that can be activated. This platform offers the following default filters: My Tickets, My Team's Tickets, SLA Success, SLA in Progress, SLA Failed, High Priority, Medium Priority, Low Priority, Unassigned, Urgent, and Followed Satisfied, Okay, Dissatisfied, No Rating, Creation Date, Archived, Open, Closed, Closed in the Last 7 Days, Closed in the Last 30 Days, and Overtime tickets. Use the Custom Filter option to build custom filters for tickets. Assigned to, Team, Stage, Type, Priority, Status, Customer, Company, Analytic Account, and Creation Date are the default grouping options.

To manually create a new ticket, click the New button. This will direct you to a new form where you can specify the issue the customer has reported, as shown in the screenshot.

In the space provided, type the ticket's title. Depending on the Helpdesk Team you selected for this ticket, the pertinent SLA Policies and SLA Deadline are applied to the ticket. The ticket can be assigned to an employee by entering the user in the designated field. Depending on the priority of the ticket, you can assign stars in the Priority section. Information about the Type, Tags, and Company can be entered in the appropriate boxes. The drop-down option allows you to select the customer's name. The Email and Phone sections will be immediately filled up using the provided information as soon as you select the client name.

If the ticket is being filed for support for a specific item that was purchased, you can provide the appropriate sales order in the "Sales Order Items" section. When you wish to document the financial details of this ticket's operation, bring up the Analytical Account. If the ticket is about one of the company's goods, you can indicate it in the Product area. You can also provide the product's serial number or lot. The ‘Add Properties’ button may now be used to add any customizable fields to the form display.

In the Description section, you can include any information related to the ticket, as well as the issue the customer has encountered.

By clicking the Start button, you can see how much time the helpdesk staff has worked on this case. Every time a member of this team clicks the Start button, the user can begin working on the problem. Odoo18 will start recording the time, as shown below.

When the task is complete, you can use the Stop button to stop the timer. Odoo18 will display a pop-up window to verify the time it has recorded.

Once you've checked the time, you can describe the activity using the spare space. Use the Save button to enter time into a timesheet. On the Timesheet tab, you can see the verified time.

It will show the Date, Employee, Description, and Hours Spent.

Businesses usually give clients refunds in certain situations, subject to certain limitations and rules. You can give a customer a refund by using the ‘Refund’ button on the Ticket form screen. The details of the refund can be described in the pop-up box that displays after you click the Refund button.

The fields for Sales Order, Invoices to Refund, Reason, Reversal Date, and Journal can be filled out here. Clicking the Reverse option will reverse the invoice and create a customer credit note.

If a customer wishes to return a product they purchased from your company, use the ‘Return’ button on the ticket to document the return. Pressing the Return button opens a pop-up window.

A return order will now be sent to you, as shown in the image below.

You can verify the return by clicking the Validate button once you've checked the data in this window.

If the customer wishes to have the product fixed because it is damaged, you can use the Repair button to create a repair order. The product will generate a repair order as a result. After looking over the repair order, you can click the Confirm Repair button.

You can give coupons and presents to your customers. The ‘Coupons’ button allows you to deliver coupons to the right customer. Clicking the coupon button will bring up a pop-up window like the one below.

Here, you may mention the coupon program you plan to offer your customers.

You can generate a Field Service straight from a helpdesk request by selecting the "Plan Intervention" option in the Odoo Helpdesk module. When a ticket calls for a technician to physically visit the location or intervene, this function is quite helpful.

You may find information about the Title, Project, Worksheet Template, and Customers here. When the work is finished, you can close the ticket and handle the task from the Field Service module.

The "Convert to Lead" option allows you to transform a helpdesk ticket into a lead within the CRM module. This feature is particularly useful when a support interaction reveals a potential sales opportunity. On selecting the option, you will get the given pop-up window.

You will be prompted to enter details about the lead in a pop-up window, such as:

Customer: You have the option of linking to an existing customer, creating a new one, or not linking to any customers at all.

Sales Team: Designate a certain sales team to handle the lead.

Salesperson: Designate a specific salesperson to handle the lead.

Click "Convert to Lead" to create the lead in the CRM module after you've entered all the required information. The "Convert to Lead" tool essentially closes the gap between sales and customer service, allowing your team to actively follow up on possible leads that are produced via helpdesk conversations.