Helpdesk Odoo Implementation

Customer Need

The customer required the implementation of a comprehensive helpdesk solution for their company, aiming to centralize and efficiently manage internal and external support requests. This need was addressed using Odoo’s Helpdesk module, allowing the creation of different helpdesk areas aligned with the company’s departments. Additionally, a single centralized entry point was defined for receiving all tickets, streamlining their internal distribution.

Successful Implementation in Odoo v17

The solution was successfully implemented using Odoo version 17, deployed on the odoo.sh Platform-as-a-Service (PaaS), enabling a robust, scalable infrastructure with automated deployment capabilities.

The implemented solution includes the following key features:

  • Creation of multiple helpdesk teams: Different helpdesk teams were configured for each functional area within the company, with specific collaborators assigned to each. To ensure confidentiality and access control, Odoo’s record rules were customized, allowing each collaborator to only view tickets related to their respective teams.

  • Single point of ticket entry via email: All incoming tickets are received through a single public helpdesk team configured in Odoo, enabled to create tickets via email. These tickets are then automatically routed to the appropriate helpdesk teams based on their classification. This functionality was integrated with the customer’s Microsoft Exchange corporate email service, establishing a seamless communication channel between users and the helpdesk system.

  • Automated ticket assignment: The system includes a logic to automatically assign new tickets to the collaborator with the lowest number of open tickets. This ensures a balanced workload and improves overall efficiency in ticket resolution.

  • Customer satisfaction surveys: Upon ticket closure, a satisfaction survey is automatically sent to the customer. The feedback is tracked and analyzed using Odoo’s native analytical tools, providing visibility into service quality and individual team performance.

 

Deployment on Odoo.sh

The project was successfully deployed on odoo.sh, leveraging its built-in features for staging environments, automated testing, and performance monitoring. Additionally, the customer was supported in the creation and setup of a corporate GitHub account, which was linked to the odoo.sh project. This enabled centralized management of custom modules and professional handling of the development lifecycle.

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