Create different teams

You can create different teams to assign tickets to, and for each team you can create a unique email alias, which customers can contact directly.

Assigning tickets

Tickets can be assigned automatically balanced amongst team members, randomly, or manually.

Prioritize your tickets

You can choose different levels of priority for your tickets.

Configure automated emails

Keep your customers updated on the progress of their ticket by sending them customized automated emails at each stage.

Canned responses

Create predetermined responses which can be used in Live Chat or emails sent in the ticket chatter to answer frequently asked questions in a quick and efficient manner.

Create tickets via email

Customers can easily create tickets via email. Incoming emails automatically create a ticket and depending on the email aliases they can be assigned to the corresponding teams.

Create tickets via website form

Customers can create a ticket via an online form. The website form can be customized according to your preferences.

Create tickets via Live Chat

You can interact with your customers via the Live Chat and instantly create a ticket directly via the chat window.

Create tickets on the fly

If you notice that a customer has mentioned an issue on an external channel such as a forum, Twitter, or Facebook, you can manually create tickets in the system and get started right away.

Set your own SLA rules

Set the standard for your teams by creating your own SLA rules, determining specific deadlines within which tickets should be responded to, and resolved based on priorities.

Helpdesk Dashboard

Get a full overview of all your tickets with the Helpdesk dashboard and keep track of your performance and success rate.

Customer rating

Customers can provide feedback on their customer experience in just a click by using the customer rating system. This allows you to track their level of satisfaction as well as the rating of the team member in charge of the ticket for easy KPI tracking.

eLearning

You can make your learning materials such as slides, videos, or documentation available on your website via Odoo Slides, sharing them with customers by publishing your content on your Helpdesk page. No need to re-import everything a second time on the Helpdesk page, all your educational content stays in sync.

Help Center Forum

Questions or issues that you receive frequently you can post in the online forum which can then serve as a FAQ section where customers can easily find answers to their most common problems.