Website Helpdesk Support Ticket/Issue Management

Website Helpdesk Support Ticket and Issue Management

Customer Helpdesk Support Ticket Management System

Website Helpdesk Support Ticket Management System Odoo App

This app allows the team to manage your customer support tickets, customer portal for support tickets, billings for paid customer support, and ticket timesheets.
It also provides a website form/page where your customers can submit a ticket after filling out the form on your website as shown below screenshots.

Main Features:

• Allow your customer to send support tickets/support requests from your website and customers can also attach documents/files while creating tickets from the website.
• Generation of a unique support ticket on submission and record it as a helpdesk ticket on the backend side of Odoo on the ticket menu.
• Allow your customers to create a ticket also by sending an email which creates a unique ticket in the backend ticket menu too. For that, you will have to set up Catchall Email (Odoo Standard) as an incoming mail server or incoming mail server (Odoo Standard) to create a new record option.
• Customers can check the status of all submitted support tickets by them on the portal my account page of your website and if customers have more contacts in the company they can also view tickets submitted by other members of the company too.
• Allow your support team/users to print helpdesk support tickets in PDF format in the backend as shown.
• Support User, Technician, and Support manager can communicate with customers using open chatter on ticket form and fill timesheets on the ticket form in the backend as well.
• Support managers can close tickets and send bills to customers if paid support for invoice lines mentioned in the ticket form. Allow also to create bills/invoices from a list of timesheets that are billable.
• Customers can provide feedback comment and rating of tickets so when the ticket is closed, the system will send email to customers for feedback and ratings automatically by email.
• Manage your support tickets using assignments to a support team so the system allows you to select a support team on a ticket form.
• Allow users to view prepaid hours of customers for helpdesk tickets form as shown in below screenshots.
• Allow your manager to create customer invoices from timesheets as shown in below screenshots from the list of timesheets menu. So while working on any ticket, your users can fill the timesheets and if it is paid support then manager can generate invoices.
• System allows you to create project tasks for helpdesk tickets directly from ticket form view so project task can also be integrated with helpdesk support ticket.
• Allows support managers to create invoices from timesheets using the Make to Invoice button on timesheets list view for paid support hours.
• System allows your user/employee (people working on tickets) to set Time In and Time Out on while filling the timesheets.
• Allow your manager to create and manage helpdesk ticket stages under configuration.
• Allow your manager to create and manage ticket types under configuration.
• Allow your manager to create and manage types of subjects under configuration.
• System also shows activity views for helpdesk support tickets as shown.
• System will add a page on the website to create tickets, show tickets and search tickets which can be used by your customers on your website.
• Note: Groups for helpdesk support ticket system – 1. Support User and 2. Support Manager.
• For more details about the app please see below screenshots and watch the video.
• Note: This module is compatible with the Odoo community edition.

Roles by Users:

• 1. Support Manager
• 2. Support User
• 3. Customer

Role of Support Manager

• • Assignment of ticket to support user / technician.
  • Communication with customers using chatter.
  • Timesheets fill for support tickets.
  • Ticket close and send invoice/bill to customer for paid support.
  • Creation of invoice/bill to customer from timesheets list view/menu.
  • Create and manage tasks for ticket.
  • Configuration of some settings under configuration menu under tickets.

Role of Support User

• • Working on tickets and communicate with customers for ticket from chatter.
  • Filling timesheets for ticket.
  • Communication with manager to discuss tickets.
  • Working on tasks under project.
  • Print pdf report of ticket.

Role of Customer

• Creation of tickets from website and searching tickets.
• Portal view of submitted tickets.
• Chatter on the portal for customers so they can communicate with your team.

Menus Items Available:

• Helpdesk
  • Helpdesk
    • Helpdesk Tickets
• • Analytic Account
    • Analytic Accounts
• • Invoicing
    • Timesheets to Invoice
• • Configuration
    • Helpdesk Teams
    • Stages
    • Ticket Types
    • Type Of Subject