Route every request, prove every SLA was met.
A standalone Odoo service desk with contract-tied SLA enforcement, automatic routing, and a customer portal — the mid-tier capability set other vendors gate behind a 2.2x upgrade, included from day one.
The problem
Support requests arrive by email, phone, and spreadsheet and get lost between teams, with no enforceable commitment on response or resolution time. For providers with support contracts, missing a service level can mean penalties, lost renewals, and damaged trust — yet most affordable ticketing tools offer no SLA enforcement at all, and the tools that do gate it behind a steep upgrade.
The solution
Bureaucrat Service Desk Pro ships SLA enforcement, automatic routing, and a customer portal in a single install. Every request carries a live SLA badge and countdown, breaches trigger automatic escalation, and a guided setup wizard gets teams running with starter templates in minutes instead of days.
Everything a support contract requires
Every capability below is implemented in the module.
Contract-Tied SLA Policies
Define response and resolution targets per category, priority, or client, with business-hours-aware deadlines calculated against a working calendar.
At-a-Glance SLA Status
Every request shows a live status badge — On Track, At Risk, Breached, or Met — plus a countdown to the next deadline, right where agents work.
Automatic Escalation
A scheduled check flags requests approaching or past their deadline, raises priority, records an escalation reason, and posts an alert to the assigned agent and team.
Sequenced Routing Rules
Auto-assign requests to a team, agent, stage, priority, or SLA by evaluating condition-based rules in order — first match wins, fully editable and auditable as a list.
Guided Setup Wizard & Templates
Instantiate teams, categories, request types, stages, and SLA policies from a starter pack in one step, then copy from a library of ready-made SLA templates.
Support Teams & Assignment
Organize agents into teams with a leader and members, and see live per-team request counts for workload visibility.
Configurable Pipeline
Model your own workflow with reorderable, closeable stages and a Kanban board that visualizes every request as it moves.
SLA Compliance Reporting
Graph and pivot reporting over SLA-status data surfaces breach trends and problem categories for continuous improvement.
Customer Portal
External clients submit, browse, and follow their own requests online, with a dedicated request counter on their portal home page.
How it works
Configure
Set up teams, categories, request types, stages, and SLA policies, or run the guided wizard to apply a starter pack in minutes.
Route
Requests arrive from the portal or internally and are matched against sequenced rules that assign team, agent, priority, and SLA automatically.
Track
Agents work requests through the Kanban pipeline while the SLA badge and deadline countdown show breach risk at a glance.
Resolve & Report
Closing a request stamps its resolution time against the SLA; graph and pivot views turn that history into compliance reporting.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
No. Bureaucrat Service Desk Pro is fully standalone and only depends on base, mail, portal, and resource — no Enterprise modules required.
Buy it on the Odoo App Store
Purchase, download and install directly from the official Odoo Apps Store — you'll always get the latest supported build.
Bureaucrat Service Desk Pro
A standalone ticketing desk with contract-tied SLA policies, live breach countdowns, sequenced routing and automatic escalation — plus a customer portal and a guided setup wizard, in one install.
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