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Helpdesk

Odoo Helpdesk is a ticket-based customer support application. Multiple teams can be configured and managed in one dashboard, each with their own pipeline for tickets submitted by customers. Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve customer issues quickly and efficiently.

Create a Helpdesk team

To view or modify Helpdesk teams, go to {menuselection}Helpdesk app --> Configuration --> Helpdesk Teams. To create a new team, click the {guilabel}New button on the top-left of the dashboard.

:alt: View of the Helpdesk teams page in Odoo Helpdesk.

On the blank Helpdesk team form, enter a {guilabel}Name for the new team. Then, enter a description of the team in the field below the team name, if desired. To change the company this team is assigned to, select it from the {guilabel}Company drop-down menu.

:::{important} The team description is published on the public facing {doc}website form <helpdesk/overview/receiving_tickets>, where customers and portal users submit tickets. The description included in this field should not include any information that is for internal use only.

:alt: View of a Helpdesk team's website form displaying the team description.

:::

Visibility & Assignment

The Visibility settings alter which internal users and portal users have access to this team and its tickets. The Assignment settings alter how users are assigned to handle each ticket.

Determine team visibility

Under the {guilabel}Visibility section, select one of the following options to determine who can view this team and its tickets:

{guilabel}Invited internal users (private): Internal users can access the team and the tickets they are following. This access can be modified on each ticket individually by adding or removing the user as a follower. Internal users are considered invited once they are added as followers to an individual ticket, or {ref}to the team itself <helpdesk/follow>.
{guilabel}All internal users (company): All internal users can access the team and all of its tickets.
{guilabel}Invited portal users and all internal users (public): All internal users can access the team and all of its tickets. Portal users can only access the tickets they are following.

.. example::
   A `Customer Support` team, meant to handle general shipping and product issues, would have the
   visibility set on :guilabel:`Invited portal users and all internal users`.

   At the same time, a `Financial Services` team handling tickets related to accounting or tax
   information would only need to be visible to :guilabel:`Invited internal users`.

:::{warning} A team's visibility can be altered after the initial configuration. However, if the team changes from Invited portal users and all internal users (public) access to either Invited internal users (private) or All internal users (company)-only access, portal users are removed as followers from both the team, and from individual tickets. :::

(helpdesk-follow)=

Follow all team's tickets

If a user should be notified about any updates regarding tickets for this team, select their name from the {guilabel}Followers drop-down menu, located in the {guilabel}Follow All Team's Tickets field. Multiple users can be selected to follow a single team.

:::{important} External contacts can be selected in the {guilabel}Followers field. If the team's visibility is set to {guilabel}Invited internal users (private), followers are notified about updates to the team's tickets, but are not able to view them in the portal. :::

Automatically assign new tickets

When tickets are received, they need to be assigned to a member of the team. This is done either manually on each individual ticket, or through {guilabel}Automatic Assignment. Check the {guilabel}Automatic Assignment checkbox to enable this feature for the team.

:alt: |-
:  View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo
:  Helpdesk.

Select one of the following assignment methods, based on how the workload should be allocated across the team:

{guilabel}Each user is assigned an equal number of tickets: Tickets are assigned to team members based on total ticket count, regardless of the number of open or closed tickets they are currently assigned.
{guilabel}Each user has an equal number of open tickets: Tickets are assigned to team members based on how many open tickets they are currently assigned.

:::{note} When {guilabel}Each user is assigned an equal number of tickets is selected, the overall number of tickets assigned to team members is the same, but it does not consider the current workload.

When {guilabel}Each user has an equal number of open tickets is selected, it ensures a balanced workload among team members, as it takes the current number of active tickets into account. :::

Finally, add the {guilabel}Team Members who are to be assigned tickets for this team. Leave the field empty to include all employees who have the proper assignments and access rights configured in their user account settings.

:::{important} If an employee has time off scheduled in the Time Off application, they are not assigned tickets during that time. If no employees are available, the system looks ahead until there is a match. :::

:::{seealso}

{ref}Manage users <users/add-individual>
{doc}Access rights <../general/users/access_rights> :::

Merge tickets

If duplicate tickets are found in Helpdesk, they can be combined into a single ticket using the merge feature.

:::{important} The merge feature is only accessible if the {doc}Data Cleaning <../productivity/data_cleaning> application is installed on the database. :::

To merge two or more tickets, navigate to {menuselection}Helpdesk app --> Tickets --> All Tickets. Identify the tickets to be merged, and tick the checkbox at the far-left of each ticket to select them. Then, click the {icon}fa-cog {guilabel}Actions icon, and select {guilabel}Merge from the drop-down menu. Doing so opens a new page where the selected tickets are listed with their {guilabel}Similarity rating. From here, click either {ref}Merge <data_cleaning/merge-records> to combine the tickets, or {guilabel}DISCARD.

Convert tickets to opportunities

Some tickets may be better handled by the sales team, rather than the support team. In this case, tickets can be converted to opportunities and assigned to a sales team for follow-up.

:::{important} This feature is only available if the {doc}CRM <../sales/crm> app is installed. :::

To convert a ticket to an opportunity, first navigate to a ticket, either from a team's pipeline, or by navigating to {menuselection}Helpdesk app --> Tickets and clicking a ticket to open it.

At the top of the ticket, click the {guilabel}Convert to Opportunity button.

:::{note} If {doc}leads <../sales/crm/acquire_leads/convert> are enabled on the CRM app, tickets are converted to leads, and the button reads {guilabel}Convert to Lead. :::

This opens the {guilabel}Convert to Opportunity pop-up. Fill in or select the following information on the pop-up:

{guilabel}Customer: Select whether to {guilabel}Create a new customer, {guilabel}Link to an existing customer, or {guilabel}Do not link to a customer. If {guilabel}Link to a customer is chosen, select the appropriate customer name from the {guilabel}Customer drop-down.
{guilabel}Sales Team: Specify which {guilabel}Sales Team and {guilabel}Salesperson this created opportunity is assigned to.

:alt: The convert to opportunity pop-up window.

After completing the form, click {guilabel}Convert to Opportunity. Doing so creates a new opportunity in the CRM app. The original ticket is linked in the chatter of the new opportunity for traceability.

:::{note} After the ticket is converted to an opportunity, the ticket is archived. :::