Odoo Helpdesk – Handle customer requests quickly and systematically
Ticket-based support with SLA management and customer portal
Odoo Helpdesk centralises all customer requests in one ticket system. Emails, website forms and live chat automatically create tickets that are processed in configurable pipelines by priority and SLA.
The customer portal lets customers check the status of their requests at any time and raise new tickets — without contacting the support team. Post-closure satisfaction surveys deliver direct feedback.
Core capabilities of Odoo Helpdesk
Multi-channel ticket capture
Tickets are created automatically from incoming emails, website forms and live chat conversations. No channel is missed; all requests land in the same pipeline.
Configurable ticket pipeline
Each helpdesk team has its own pipeline with defined stages (e.g. New → In Progress → Escalated → Resolved). Handovers and escalations run automatically by rule.
SLA policies
SLAs define maximum response and resolution times by priority or ticket type. Breached SLAs are highlighted; automatic escalations and notifications are triggered.
Customer portal
Customers open tickets, track progress and communicate with the support team through a self-service portal — without phone or email.
Time tracking on tickets
Time spent is logged per ticket and can be converted directly into a service invoice for the customer. Billable effort is visible per ticket.
Customer satisfaction (CSAT)
After a ticket is closed, customers automatically receive a short rating request. CSAT scores are analysed per team, agent and period.
How it works in practice
Ticket received
A ticket is created automatically from email, chat or portal. Subject, description and channel are captured; the ticket is assigned to the responsible team or agent.
Assign and prioritise
The team reviews the ticket, sets priority and SLA, and assigns it to the right agent. Automation rules can route tickets by type or keyword automatically.
Resolve
The agent works the ticket, communicates with the customer via the built-in message thread and documents the resolution. Tickets are escalated if needed.
Collect feedback
After closure, a CSAT survey is sent automatically. Feedback and ratings feed directly into team performance reporting.
Why Odoo Helpdesk
No request is lost
Email, chat and portal all create tickets automatically in the same pipeline. The channel does not matter — every request is captured and handled.
SLA compliance through automatic escalation
Breached SLAs are immediately visible. Automatic escalations and notifications ensure critical tickets receive the attention they need in time.
Customer satisfaction made measurable
CSAT surveys provide direct feedback after every ticket closure. Teams and managers see satisfaction trends at team level and per agent.
Direct invoiceability of support services
Logged time is converted into invoices without manual transfer. Support costs per customer or contract are transparently reportable.
Infintor at a Glance
260+
Satisfied Clients
440+
Projects Completed
11+
Industries Worldwide
32+
Countries Served
Frequently Asked Questions
Can SLAs be configured differently by ticket priority?
Yes. SLA policies in Odoo Helpdesk define maximum response and resolution times differentiated by ticket priority, ticket type or customer. Breaches are highlighted and can trigger automatic escalations.
Can customers track their own ticket status?
Yes. The customer portal shows all open and closed tickets for the customer. Comments and attachments can be added via the portal — without access to the Odoo backend.
Can Helpdesk be connected to Field Service?
Yes. Helpdesk tickets can be converted directly into field service work orders. All ticket information is carried over without re-entry.
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