Overview

Odoo Helpdesk is a comprehensive, ticket-based customer support application designed to streamline and enhance your support team's efficiency. It enables the configuration and management of multiple teams within a single dashboard, each possessing its own pipeline for handling customer-submitted tickets. These pipelines are organized into customizable stages, allowing teams to effectively track, prioritize, and resolve customer issues promptly. With Odoo Helpdesk, businesses can elevate their customer service experience, ensuring swift and organized responses to inquiries and problems.

Features and Capabilities

• Multi-Team Management: Configure and oversee multiple support teams from a unified dashboard, each with distinct pipelines tailored to specific workflows.
• Customizable Pipelines: Design pipelines with stages that align with your support processes, facilitating clear tracking and management of tickets.
• Automated Ticket Generation: Automatically create tickets from incoming emails, ensuring no customer query goes unnoticed.
• Website Integration: Incorporate customizable web forms on your site to capture customer issues directly into the helpdesk system.
• Live Chat Support: Engage with website visitors in real-time through the Live Chat plugin, providing immediate assistance and generating tickets as needed.
• Service Level Agreements (SLAs): Establish SLA rules to monitor ticket resolution times, with automated actions to uphold service standards.
• Automations and Templates: Streamline repetitive tasks by automating emails or actions at various ticket stages, and utilize dynamic templates for common responses.
• Canned Responses: Deploy pre-written responses in live chats to address frequent inquiries swiftly.
• Support Contracts Management: Sell, renew, and manage support contracts effortlessly, with time tracking and automated upselling for time-bound agreements.
• Customer Self-Service Portal: Develop a self-service platform by linking FAQs, training materials, and presentations directly to tickets, empowering customers to find solutions independently.
• Community Building: Foster a community around your products using integrated forums, encouraging user interaction and knowledge sharing.
• Customer Closure Capability: Allow customers to close their own tickets, reducing administrative tasks and enhancing user autonomy.
• Comprehensive Reporting: Access detailed reports on ticket analysis, SLA compliance, and customer ratings to monitor team performance and identify areas for improvement.
• Third-Party Integration: Seamlessly integrate with other Odoo applications and external tools to create a cohesive support ecosystem.
• Mobile Accessibility: Manage support operations on-the-go with mobile-friendly interfaces, ensuring responsiveness from any location.