Odoo 18 Website Helpdesk manages all the crucial support tickets, provides excellent customer support, and builds strong relationships with customers. With an integrated Helpdesk module, you can streamline your support operations, automate workflows, and gain valuable insights into your customer interactions, all within a unified platform.
Steps to Manage Website Helpdesk In Odoo 18
Effectively managing your website helpdesk in Odoo 18 involves configuring teams, SLA policies, setting up ticket workflows, canned responses, engaging with customers through a unified platform, and leveraging reporting tools to optimize your support operations.
Helpdesk Ticket View
Odoo 18 Helpdesk provides a clear and organized view of all incoming support tickets with Kanban view or list view, which allows users to quickly check ticket statuses, priorities, and assignments for efficient management and the ability to drag and drop tickets in Kanban view.
Helpdesk Teams
Odoo 18 Helpdesk teams can be created from the "Configuration" > "Teams" menu, which serves particular types of tickets. Users can create a new team with different configurations, visibility and assignments, channels, track bill time, performance, SLA policies, after-sales service, etc.
Helpdesk Tags
Helpdesk tags to categorize and label tickets based on specific issues, products, or urgency. Tags are used to classify the tickets, better organization, filters, and reporting with tags. Users can create new tags to use while creating tickets.
Helpdesk Stages
Helpdesk tickets are managed with stages like New, In Progress, Ready for Test, Solved, etc., so they can be created according to your business needs to provide a visual presentation of the lifecycle and progress.
Go to Configuration → Stages
Canned Responses
Canned Response in Odoo Helpdesk are used to create FAQs or common support Q&As to give quick responses to the customer, which helps to make responses efficient, save time, and improve the overall speed and performance of customer support.
Activity Types
Activity Types in Odoo Helpdesk define various types of activities like Phone Calles, Meetings, Email, Upload Document, Grant Approval etc. to organize follow-ups and maintain a history of each support request.
Create Tasks
You can create Helpdesk tasks using the “Create Task” button and assign the Helpdesk Team, Assigned To, Priority, Tags, Description, etc.
Helpdesk Ticket Through Website
Users can activate website forms from Helpdesk team settings so you can create Helpdesk tickets through the Odoo website.
Once it is enabled, Form will be appear in the website to fill up all the details,
Once you submit the form, it will redirect to the “Thank You” page and show the Ticket Number and a ticket will be generated in the back end.
Dashboard
Reporting
Reporting includes Ticket Analysis, SLA Status Analysis And Customer Rating to display valuable insight about the performance of the support team and showcase areas of improvement.
Conclusion
By implementing an effective Helpdesk Ticket Management System, enhance the effectiveness and efficiency of customer support operations. By using features of the Helpdesk Team, SLA Policies, Stages, Tags, Canned Responses, Activity Schedule, Task Creation, and Overview in the dashboard, users can handle customer inquiries quickly and effectively.
