Odoo Helpdesk: Customer support with SLA, portal and integrated history
Customer support with SLA
Centralize support tickets from email, chat, portal and web form in a single system. Configurable SLA by priority and contract type, integrated knowledge base for self-service, and complete customer history linked to Odoo CRM and Sales.
Services Official Odoo module
Why Odoo Helpdesk?
Real results our clients achieve.
All channels in a single inbox
Tickets arrive by email, live chat, customer portal or website form, all managed in a single queue with automatic prioritization by SLA.
SLA configurable by contract
Set different SLAs by customer type, priority and ticket category. Automatic alerts before the deadline for the agent and the manager.
Knowledge base reduces tickets
Knowledge articles are automatically suggested when a ticket is opened. Customers find answers in the portal without needing to open a case.
Complete customer context
The agent sees purchase history, contracts, previous tickets and CRM conversations before replying, with no need to ask what the customer already provided.
Features
What's included in this module.
Multiple Input Channels
Email, live chat, customer portal, web form and API. All tickets centralized in a single interface.
Multilevel SLA
SLAs configured by team, ticket type, priority and customer contract plan. Automatic escalation as the deadline approaches.
Kanban Ticket Pipeline
Kanban view by stage (open, in progress, awaiting customer, resolved). Filters by priority, team, agent and issue type.
Knowledge Base
Resolution articles linked to ticket categories. Related articles are automatically suggested when a case is opened, for the agent and for the customer in the portal.
Customer Portal
Customers track all their tickets in the portal: status, message history, attached documents and CSAT at closing.
Satisfaction Survey (CSAT)
Satisfaction survey sent automatically when each ticket is closed. CSAT by agent, team and period for support quality management.
Support Reports and KPIs
Ticket volume by period, average resolution time (TTR), SLA compliance, CSAT by team, and ticket analysis by category and product.
Field Service Integration
Support tickets converted into field service work orders with one click, keeping the case history linked to the work order.
Native integrations
Odoo Helpdesk connects natively with other Odoo modules, no external integration.
Why implement with KMEE
KMEE configures Odoo Helpdesk with the customer's SLAs, the initial knowledge base and the integration with CRM and Field Service, creating a complete support process (from ticket to field technician) inside Odoo.
About KMEEWho it's for
Scenarios where this module delivers the most value.
Software and SaaS Support
Software companies with multiple customers and SLAs differentiated by plan: free, professional, enterprise, with a knowledge base to reduce level 1 tickets.
Industrial After-sales
Technical equipment support with maintenance history, tracking of replaced parts and Field Service integration for technician dispatch.
E-commerce and Retail
Order support center for exchanges and returns, with full context of the customer's purchases and integration with Odoo Sales for processing.
Companies with Support Contracts
SLA management by contract, control of consumed support hour banks and automatic billing of extra hours via Timesheets.
Frequently Asked Questions
Does Odoo Helpdesk support multiple SLAs by customer type?
Yes. You configure different SLAs by team, ticket priority and customer contract plan. The system automatically alerts when the deadline is approaching.
Can the customer track the ticket through the portal?
Yes. The Odoo Customer Portal shows all of the customer's tickets with status, message history and documents, with no need for access to the internal system.
Does the knowledge base reduce ticket volume?
Yes. Knowledge base articles are automatically suggested to the customer before a ticket is opened. Companies that implement the knowledge base reduce level 1 tickets by 20-40%.
Does Helpdesk integrate with Field Service for technician dispatch?
Yes. A support ticket can be converted into a field service work order with one click, keeping the case history linked to the work order and the technician.
Industries that use it
Complete solutions for your industry.
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