Stop discovering SLA breaches after the customer complains
Type-aware SLA policies, automatic breach escalation, and a live compliance dashboard for Odoo 19 Helpdesk — the complete SLA lifecycle in one install, no add-on modules to stitch together.
The problem
Odoo's native Helpdesk SLA treats every ticket the same, gives no early warning before a deadline slips, and produces no breach data to defend against contract penalties. Support teams end up tracking SLA compliance in spreadsheets and hearing about a missed deadline from an angry customer, not from their own system.
The solution
Helpdesk SLA Pro adds ticket-type-aware SLA rules, automatic warning and breach escalation, an at-risk alert on every ticket close to its deadline, and a live compliance dashboard with delay and consumption analytics — all in one module, with no separate core SLA add-on to buy.
Everything an SLA-accountable team needs
Every capability below is implemented in the module.
Ticket-Type-Aware SLA Rules
Match SLA policies to ticket types — an outage and a how-do-I question do not have to share the same clock. Leave a policy type-unrestricted to keep native team/priority/tag matching.
Bulk Type and SLA Assignment
Map many ticket types to SLA policies at once with the bulk assignment wizard, or set the type on a batch of tickets in one action — no more one-by-one configuration.
Escalation on Warning and Breach
Each SLA policy carries its own escalation rules: schedule an activity, send an email, or reassign the ticket the moment a deadline is approached or breached, run automatically by a scheduled action.
At-Risk Alerts Before Breach
A configurable warning threshold flags tickets as At Risk before the deadline passes. Agents see a warning ribbon on the ticket form and can filter the ticket list to At Risk tickets in one click.
Live SLA Compliance Dashboard
A landing dashboard shows breached, met, and ongoing SLAs by team as soon as you open the app — no digging through a report menu to see where compliance stands.
Delay and Consumption Analytics
Pivot and list views break down SLA consumption versus target hours and delay hours per ticket, with drill-down to the underlying ticket, group-by team/type/stage, and date-range filtering.
Built-In CSV/Excel Export
Every analytics view exports directly to CSV or Excel for offline reporting, audits, or defending a service contract's SLA numbers.
Automated Email Notifications
Warning and breach mail templates keep customers and agents informed, and an optional daily manager digest summarizes breached, at-risk, and met SLAs per team.
Role-Based Access Control
Ticket-type management, escalation configuration, and SLA policy editing are reserved for helpdesk managers; agents get read access to types and analytics without touching configuration.
How it works
Define Ticket Types and SLA Policies
Create ticket types, set warning thresholds, and match SLA policies to the types and teams that need them.
Configure Escalation Rules
Add warning and breach escalation rules to each SLA policy — schedule an activity, send an email, or reassign the ticket.
Work the Queue with At-Risk Alerts
Agents see the At-Risk ribbon and filter, so tickets close to their deadline get attention before they breach.
Review Compliance and Export
Managers monitor the SLA dashboard, drill into breached and at-risk tickets, and export analytics for reporting.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
It extends the native Odoo 19 Helpdesk SLA engine rather than replacing it. Your existing SLA policies keep working; this module adds ticket-type matching, escalation, at-risk alerts, and analytics on top.
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 Service Level Agreement (SLA) Pro
Ticket-type-aware SLA rules with at-risk alerts before a breach and escalation on warning and breach — backed by a live compliance dashboard and CSV/Excel export.
Buy on Odoo App Store