Simplify Customer Support with Odoo 16 Helpdesk Module

Helpdesk overview

In today’s world , giving really good customer service is not just nice – it is super important. Odoo 16 , which is like a big toolbox for running businesses , has this really cool thing called the Helpdesk Module. It is a superhero for customer support. This blog will be your guide through the cool stuff you can do with the Odoo 16 Helpdesk Module. You will learn how to make customers super happy , get work done faster , and keep everyone smiling. 

Meet the Odoo 16 Helpdesk Module 

The Odoo 16 Helpdesk Module is like a superhero tool that can make businesses way better at helping customers. It comes with lots of cool stuff , like making tickets and showing important info about customers. It is like a main hub where all customer questions and problems get sorted out. Now , let’s take a journey through the steps to use this tool to its fullest.

Support Operations 

The Helpdesk OVerview presents a snapshot of the module’s main features , such as My Tickets , and My Performance sections. In My Tickets , you can access information about open tickets , top priority tickets , urgent tickets , average response times , and failed tickets. My Performance offers insights into closed tickets, success rates , ratings , and daily targets. The dashboard provides an overview of the helpdesk team database setting , along with statistics on completed tickets.

XJPrwVoWKQeLwAvDvBoOmvao1Mu bllgvh9 yaAK1D 7kkrUYl7xnBD1FKs3eJtovAI0iYLjk Z63WAyNHBSs8mUyfKoXcXnKYMo6ucPq ROBdEgjN2 1YlR wJoEjdLS88AUMXYGv2szy9A3F2OiOM

Tickets Menu 

Within the Helpdesk Module’s Tickets menu , users can create , manage , and track tickets. This menu comprises My tickets, and All Tickets sections. 

S1Meg6Ogrqbh gPTGx eTJZWs9B jyjBKFcZaMAlvNLEFVaLGkSjz33wHT0m3wTVzaGt bxJIMRLz3fy1PeGPtlIASY4rtJyU8vO ZC Dv nRPT7nGO2YYF JIKDFRqGjjtDtWzvskZswdBawaTyWRk

My Tickets : 

This section displays tickets assigned to the user. Tickets can be viewed in various formats such as list view, Kanban view , activity view , pivot view , graph view , and cohort view. Information includes tickets ID , priority , team , assigned user , customer company , activities , SLA deadline , and stage. 

94CoXM Fps8h3 9y o2iAJyZMDJ7cRoS094e67 hUbZ1BaffgwumN9xG1hNy2T6q6wWCk33EqEUY2gS2F59FQ mHDOUy82Q 8n5hOigAWA5bE9XXE2J3r1 uFsMi2 I9ag2hDnZL3NhR9ojUseDRClc

Click on the Create button to create New Tickets. 

nf02l42TZM5g0vPLvR8DFNVkvtCFXzPaJRC7uW 4n UzTfYf9Sf3 ek4UDnyLEhRM7MIVeeYCbR7fs9gyStoeWz lK8hvqM2Nz

All Tickets : 

In this section , all tickets across various helpdesk teams within the organization can be monitored. Similar to My Tickets , this view provides ticket information with various display options. 

8H e K3QHM yGY6aRhjwWM4E756oeaUvDdqC6fKLFooAYg uY0Dxpzyno96861codmzmA djfvrPGGaCp3NtM YltZMQEJa kh9iRKmQB8YyJ4WVVmuhDWVS6Jybtoz4VNOadJnHVfgSAsWksILNlEg

Helpdesk Performance through Reporting 

Understanding your Helpdesk’s Performance Go to the Reporting section in the Helpdesk application.

8lGGhngXGyjwMHN436yj8Hip9JfLGevciel5CwTJnZ1SkmKT5RsSg60LbssTZDFEN9M62mDmlDhMavlxZdF9y0tCK4Vp8bRSVK6cFnYrBomS7Mkr luYJhwUwKF0fGHwzspKWcSnnP99705iqqySHBc
  • Click on Ticket Analysis to see detailed reports about how well the tickets are doing. 
e1yIfPkfCql9m9IGSjHfMsIiQF0omNoCrnxcnH6NAVY3 iWgVIdhji5a6AGxctdXHHCz487mZwnWgNxTBJtB2VD7RMkzLyMVdC zLvBoX0V0eQAMKQ XDIa9
  • Check out SLA status Analysis to see if the promised response times are being met. 
blFDb1P6NDttPUNdcPDqPX l4yBWMWBx9V Q2QeOx XC6iyNFUDsZCKZC 59Visi5uMEyBJl qxrQx2Crl2zoQ9Ce sokg3ezHtBOhPGlEl1Cto7EWbpBjm9a6nn8i9CDOEUCNnewAVGvfZeSaO598Y
  • Look at Customer Ratings to see what customers think and learn from their feedback. 

Configuration Menu 

The Configuration menu enables users to set up various helpdesk functionalities , including Temas , Stages , SLA Policies , Types , and Canned Responses . 

dRZqXMKW8yEV1QeJWPTXTGW5SVZ EQ1tZhWS5X4vpDVtP8xwG5FX6IknO gtDEz5uklRRqesQ HozF5yaikyVTje52P s l3J3MnbLJNC G9bd19NQfVdufq9TbVznhJp8SqigSa63Vm5u4oWpHw8Es

Creating Custom Helpdesk Teams

Select Teams to manage your support teams effectively. 

  • Click the New button to initiate the creation of a new Support team. 
Sk N6Y
  • Fill in the Required details , including Name and Email Alias , to uniquely identify the team. 
aw1aZeb2YyfZiAg9ILMaC9RsuQPWMDDAcok0fq3ExblGKAk5nSmW4i8cPs2M9SDUNfpmMqffDhpXYrvcYy5ew0 P5gxlY2Km6EnLX35Xv1Y0lf aDqLTdt118NjbZzfgBMSAyNhAAkLF2vwCmZiSY3g
68Gco4292o84yxcr1mPwqrBW8Z3BrtlrJzWqsvu4fQXw5gF8DnQThpXWieegLjO7 h6CDBIpFrG09lI PIDA96y7wzNPTc1G7Hyga

Defining Custom SLA Policies

SLA ( Service Level Agreements ) Policies establish guidance for service providers and customers , ensuring timely responses and issue resolution. This section enables the creation and management of these policies. 

  • Click on the New button to create a SLA policy. 
  • Specify essential SLA parameters like Priority , Team , Types , and Reach Stage. 
  • Configure the conditions and interframes for response and resolution.

Adding CustomHelpdesk Types 

pfE8CdSt P8rWa6TTxIjxxSa7M2j4FOuPkPUz5Bvx7Zyv0KfDQYtyeKodcBXydrGdMUqoOfk0B0 EmaYNW8OU8xb3ImIiByPYbttgGL2 Wg1G7rfMOpfE REEw0 UHtbLN Ig1TkeiPldmsdp5l7mn0
  • Initiate the creation of new helpdesk types by clicking the New button. Assign a name to the type , such as Feedback or Technical Issue. 
9h2T4ph8KugfLjbww4YMitplVmJ7YC6 f83gRQ0dU9w6GgtXXiAIXbLy WOTLCugWBDhCSD4KomTLhCo9idMlm42QDpfEn4pcnNkJvQfj6S1muHseCJLxZaFApDeyYjmVkrtkso5zOie
  • Save the type to make it readily available when generating new tickets. 

Crafting Canned Responses 

  • Click the New button to compose a new canned response for frequently encountered queries. 
Wc618KHd6p52ySUa87l OQspPUdFRcSJxOl3pBBG2
  • Insert the response text that can be easily reused when addressing common customer concerns. 

In the digital age , customer expectations are higher than ever before. A well-implemented helpdesk system is more than just a tool, it’s a strategic asset that can shape a company’s reputation and success. By providing a centralized platform for managing customer inquiries , automating processes, and facilitating quick issue resolution , help desk systems, exploring their features , benefits , and the incredible impact they can have on your business’s customer support journey. 

Leave a Comment