Customer support that stays accountable
Capture, triage, assign and resolve support tickets with real SLA enforcement, a self-service customer portal and canned replies — a full helpdesk built natively on Odoo Community.
The problem
Since Odoo made Helpdesk Enterprise-only, Community teams juggle support through shared inboxes and spreadsheets. Requests get dropped, no SLA is enforced, resolution time is invisible, and customers cannot see their own tickets.
The solution
One agent-first helpdesk where every ticket runs a clear stage pipeline, SLA status is visible at a glance, canned replies speed answers, and customers submit and track their own requests from the Odoo portal.
Everything your support team needs
Every capability below is implemented in the module.
Configurable Ticket Pipeline
Track every request through custom stages on a drag-and-drop kanban, list and form, with priorities, tags, ticket types and auto-numbered references.
Teams & Smart Assignment
Route tickets to support teams with manual, balanced least-busy or random assignment, and control access with clear Agent and Manager roles.
SLA Policies & Live Status
Define response and resolution targets by priority, team and type, then see On Track, At Risk, Breached or Met at a glance on the ticket, list and kanban.
Customer Self-Service Portal
Customers submit new tickets, follow real-time status and read replies from a mobile-responsive Odoo portal, cutting inbound email load.
Canned Quick Replies
Build a library of reusable answers with shortcuts so agents stop retyping responses to the questions customers ask most often.
Automated Email Updates
Send an acknowledgement on creation, a notice on every stage change and a post-resolution feedback request — all from editable mail templates.
Internal Notes & Collaboration
Native chatter keeps private agent notes and activities separate from the customer-visible conversation, so teams coordinate without exposing internals.
Ratings & Feedback
Collect a customer satisfaction rating and written feedback after a ticket is resolved, giving you a measurable read on service quality.
Analytics & Bulk Actions
Analyse load, resolution time and SLA compliance with pivot and graph views, and mass-update stage, assignee, team or priority across many tickets at once.
How it works
Configure
Set up teams, stages, ticket types and SLA policies.
Capture
Tickets arrive from the customer portal or are logged by agents.
Resolve
Assign, reply with canned responses and keep SLAs on track.
Measure
Collect ratings and review analytics on load and SLA compliance.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
No. The module runs on Odoo Community and depends only on the standard Mail and Portal apps, giving Community users a full helpdesk without the Enterprise licence.
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.
Helpdesk Management
A support-agent-first helpdesk with SLAs, a customer portal and analytics, built natively on Odoo Community.
Buy on Odoo App Store