Capture, assign, and track every customer maintenance request
Let customers report issues from your website and follow every step on a self-service portal — submission, assignment, SLA, and two-way conversation, all built on Odoo's native Maintenance app.
The problem
Customer maintenance requests arrive by phone, email, and chat, then get retyped by hand into Odoo. Requests fall through the cracks, staff waste time on data entry, and customers have no way to check whether anyone even saw their issue.
The solution
A public website form creates the backend maintenance request automatically, with equipment, priority, and attachments intact. Customers then track status, SLA, and message your team on a self-service portal — no phone calls, no guesswork.
Everything the request loop needs, in one app
Every capability below is implemented in the module.
Public Website Request Form
Customers report a problem from a mobile-friendly public page — no backend access required, and logged-in customers get their own equipment prefilled.
Equipment & Priority Capture
Customers pick the affected equipment (or describe it in free text) and set a priority, so coordinators can route and triage without a follow-up call.
Multi-File Attachments
Customers attach images, logs, or videos right on the submission form, cutting the back-and-forth needed to diagnose an issue.
Instant Backend Record Creation
Every submission becomes a full Maintenance request automatically, with contact details and attachments in place — no manual retyping by staff.
Automated Email Acknowledgment
Every submission triggers an acknowledgment email with the expected resolution time, so customers know their request was received.
Self-Service Customer Portal
Customers browse their own request history with search, sort, filter, and group-by status, equipment, or date — without emailing to ask.
Live Status Tracking
Every request shows a clear Submitted / In Progress / Resolved state on the portal, and customers get notified the moment it changes.
Two-Way Conversation Thread
Customers post messages and read replies right on their request detail page, giving a genuine back-and-forth instead of a one-way form.
SLA, Assignment & Analytics
Configurable per-priority SLA deadlines, single or multiple employee assignment with notification, and a graph/pivot report of request volume and status trends.
How it works
Customer submits
The customer fills out the website form with equipment, priority, and any attachments — no login required.
Record & acknowledgment
A Maintenance request is created instantly and the customer receives an acknowledgment email with the expected resolution time.
Team triages
Coordinators assign one or more employees, track progress against the SLA deadline, and update the status.
Customer follows up
The customer checks live status on the portal, gets notified on change, and converses with the team until the request is resolved.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
No. The website form is public, so anyone can submit a request with just their name and email. Logged-in customers additionally get their own equipment prefilled and are taken straight to their portal after submitting.
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.
Customer Maintenance Requests from Website
A public request form that lands directly in Odoo Maintenance as a tracked record with equipment, priority and attachments — then SLA deadlines, team assignment and a customer portal with live status and two-way messaging.
Buy on Odoo App Store