Give every ticket handoff a reason and an informed path forward
Reassign and escalate Helpdesk tickets in one guided action, with mandatory handoff notes, workload-aware suggestions, and automatic age and priority escalation rules that Odoo does not provide out of the box.
The problem
Odoo's native Helpdesk treats reassignment as a plain field edit: change the team, change the assignee, move on. There is no reason capture, no visibility into who else is already handling similar work, no automatic escalation for aging or high-priority cases, and no audit trail of who moved what and when. As ticket volume grows across tiers, that gap leaks accountability and lets cases quietly age past what your team expects.
The solution
This module turns reassignment into a first-class workflow: a guided wizard captures a mandatory handoff reason, shows the target team's current workload and who else is handling similar tickets, and suggests the least-loaded agent before you commit. Escalation rules watch ticket age and priority around the clock and escalate automatically, while every handoff -- manual or automatic -- lands in a full audit trail with reassignment reports.
Everything a dispatcher needs to hand off with confidence
Every capability below is implemented in the module.
One-Click Team Reassignment
Move a ticket to a different team and agent in a single guided action from the ticket form or the list view.
Escalate to a Higher Tier
Push a ticket to a supervisor or a higher-priority team and optionally raise its priority one level, all from the same wizard.
Bulk Reassign & Escalate
Select many tickets in the Helpdesk list view and reassign or escalate them together in one flow, without opening each ticket individually.
Automatic Escalation Rules
Configure age- and priority-based rules that escalate aging or high-priority tickets on an hourly schedule, so nothing slips past its threshold unnoticed.
Mandatory Handoff Reason
Every reassignment or escalation requires a reason, so the receiving agent inherits full context instead of a blank ticket.
Complete Audit Trail
Every handoff -- manual or automatic -- is logged with actor, timestamp, before/after team, agent, and priority, and the triggering rule when applicable.
Two-Sided Notifications
Both the outgoing and incoming assignee are notified and added as followers on every handoff, with a To-Do activity scheduled for the new owner.
Workload-Aware Suggestions
The wizard suggests the least-loaded agent on the target team and previews who else is currently handling similar tagged tickets before you decide.
Reassignment History & Reports
Every ticket shows its full reassignment and escalation chain in a dedicated tab, and a Reassignment Analysis list, pivot, and graph reveal routing patterns across the team.
How it works
Select the Ticket(s)
Open a single ticket or select a batch from the Helpdesk list view.
Choose Reassign or Escalate
Click the Reassign or Escalate button to open the guided wizard for the selected ticket(s).
Review Decision Support
See the suggested agent, each candidate's current workload, and similar tickets already in progress, then add the required handoff reason.
Confirm & Track
Apply the change -- both assignees are notified instantly, and the move is recorded in the audit trail and the ticket's own Reassignment History tab.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
Yes. It extends the Helpdesk ticket form and list view directly -- no separate app to learn, and no changes to your existing teams, stages, or tickets.
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.
Reassign / Escalate Helpdesk Ticket Team & Responsible
Team reassignment and tier escalation with a mandatory handoff reason, workload-aware suggestions, automatic age and priority rules, bulk actions and two-sided notifications over a full audit trail.
Buy on Odoo App Store