Odoo Service Desk Automation and Integration

Odoo's service desk automation is designed to streamline your support process, reducing manual effort and increasing efficiency.

Automating tasks such as ticket assignment and escalation can save your team up to 30% of their time.

With Odoo, you can integrate your service desk with other business systems, such as CRM and inventory, to provide a seamless experience for customers and support agents alike.

This integration enables you to access customer information, view order history, and even manage inventory levels directly from the service desk interface.

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With Odoo Service Desk, you can create custom team configurations to handle tickets based on workflow, customer, department, and more. This allows you to tailor your support process to your specific needs.

You can also configure the default support team for website support tickets, which is a crucial step in setting up your service desk. By selecting the default team, you can ensure that tickets are routed to the right people from the start.

The visibility access rights for portal users and public or no login users also play a significant role in generating support tickets. This feature allows you to control who can submit tickets and how they are handled.

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When setting up your Service Desk, it's essential to configure the Create Invoice feature correctly.

In our Service Desk setup, the Support Manager can close a ticket and send a bill to the customer.

To create an invoice, the Support Manager simply needs to close the ticket.

This feature allows the Support Manager to finalize the ticket and send a bill to the customer.

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In Website Configuration, you get to decide how your support team will be set up. The user sets the default support team.

You can also choose who gets to see the support ticket portal, with options for portal users, public users, or no login users. This visibility access right is crucial for generating a support ticket.

To generate a support ticket, the user must select the visibility access right for the portal user and public or no login user.

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Automated Features offer a range of benefits for Odoo Service Desk users. Automatic Assignment allows you to assign tickets to team members based on their workload, with options for equal ticket distribution or assignment based on open tickets.

You can assign custom email and SMS templates to stages to update customers when their ticket moves to a new stage. This ensures seamless communication and keeps customers informed throughout the support process.

The system also provides a Global view of projects, tasks, and timesheets, giving you a comprehensive overview of your team's workload and progress. Additionally, you can generate support tickets automatically from customer emails, streamlining the ticket creation process.

Here are some key automated features:

Automatically assigning new tickets can be a game-changer for help desks, allowing teams to manage workload more efficiently.

You can choose from two assignment methods: each user is assigned an equal number of tickets, or each user has an equal number of open tickets.

This helps to ensure that no team member is overwhelmed with too many tickets, and that high-performers aren't given an unfair advantage.

To enable automatic assignment, simply check the box next to Automatic Assignment in the team settings.

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You can also specify which team members should be assigned tickets, and leave the field empty to include all employees with the proper access rights.

If an employee has time off scheduled, they won't be assigned tickets during that time.

Here are the two assignment methods in more detail:

By automating the assignment process, help desks can reduce the risk of human error and free up staff to focus on more complex issues.

Automated Features are a game-changer for any business looking to streamline their customer support. By assigning custom email and SMS templates to stages, you can update customers automatically when their ticket moves to a new stage.

This feature is particularly useful for keeping customers informed about the status of their ticket. It's a great way to show that you're proactive and care about their issue.

To take advantage of this feature, you'll need to create custom email and SMS templates. These templates will be triggered when a ticket reaches a specific stage in the helpdesk pipeline.

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Email templates can be created by clicking the field and typing a new template title. Then, select "Create and edit" and complete the form details.

SMS templates, on the other hand, require prepaid credits to work. You can refer to the SMS Pricing FAQ for more information.

Here are the key things to keep in mind when creating email and SMS templates:

By using these templates, you can ensure that your customers are always informed about the status of their ticket. This can help build trust and improve the overall customer experience.

Integration with other Odoo modules is seamless, allowing you to manage your service desk from a single platform.

Odoo's service desk can be integrated with other Odoo modules such as CRM, Sales, and Marketing, providing a 360-degree view of your customers.

The service desk module can be customized to fit your business needs, with features like custom fields, workflows, and reports.

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Customizing the service desk module allows you to tailor it to your specific business requirements, making it a powerful tool for managing your customer support.

You can create custom workflows to automate repetitive tasks, such as assigning tickets to specific teams or sending notifications to customers.

Customizing the service desk module also enables you to create custom reports, providing you with valuable insights into your customer support operations.

Odoo's service desk module can also be integrated with third-party apps, expanding its functionality and capabilities.

This integration with third-party apps allows you to leverage a wide range of tools and services, further enhancing your customer support operations.

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With Odoo Service Desk's reporting feature, you can get a comprehensive view of team and individual employee performance, as well as the success of Service Level Agreements (SLAs).

This feature provides valuable insights into how your service desk is operating, allowing you to make data-driven decisions to improve efficiency and customer satisfaction.

You can track key performance indicators (KPIs) and metrics to identify areas for improvement, and use this information to optimize your service desk's workflow and processes.

Automated customer updates are a game-changer for businesses, allowing them to keep customers informed at every stage of the support process.

Assigning custom email and SMS templates to stages is a great way to automate customer updates, ensuring that customers receive timely and relevant information about their ticket status.

This feature helps to reduce support requests and improve customer satisfaction, as customers are kept in the loop throughout the process.

A new auto-generated support ticket will be created after sending mail by the customer, streamlining the support process and reducing the risk of missed tickets.

Login users will be notified once the ticket is closed, allowing them to provide feedback and ratings to help improve the support process.

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Reporting is where you get a clear picture of how your teams and employees are performing. This includes the success of Service Level Agreements or SLAs.

You can track the performance of teams and individual employees with a comprehensive view. This helps you identify areas that need improvement.

Getting feedback from customers is crucial, and they can give ratings to tickets. This helps you understand what's working and what's not.

Ticket assignment is another important aspect of reporting, allowing you to see who's working on what and how it's progressing.

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Graphical Representation makes a huge difference in understanding complex data. You can see the graphical statistics view for existing support tickets in graph view.

This visual representation helps identify trends and patterns easily. For instance, users can view support tickets in graph view.

Graphical representation is not limited to graph view; users can also view support tickets in calendar view. This helps in planning and scheduling tasks more effectively.

Additionally, users can view support tickets in pivot view, which provides a detailed breakdown of data. This helps in making informed decisions based on accurate data.

Lastly, users can view support tickets in activity view, which provides a real-time update of ongoing activities. This ensures that users are always up-to-date with the latest developments.

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Customers can give a rating after getting the services. This rating is a valuable feedback tool that helps us understand what we're doing well and where we need improvement.

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You can receive and track feedback from customers on individual tickets, giving you a clear picture of how they felt about their experience. This feedback is essential for making data-driven decisions.

Customers can give feedback and rating of ticket, making it easy to identify areas that need attention. This rating option for feedback is a simple yet effective way to gather valuable insights.

Rating is a key component of the feedback process, helping us to identify trends and patterns in customer satisfaction. By analyzing this data, we can make informed decisions that drive positive change.

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Team Management is a crucial aspect of Odoo Service Desk. You can create custom team configurations to handle tickets based on workflow, customer, department, and more.

With Odoo Service Desk, you can create multiple teams to group tickets by location or support type. This allows you to tailor your support to specific needs.

To create a new team, click on the "New" button in the top left of the dashboard and fill out the remaining fields as defined in the form.

When determining team visibility, you'll need to decide who can view the team and its tickets. You can choose from three options: Invited internal users, All internal users, or Invited portal users and all internal users.

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Creating teams is a great way to organize your helpdesk and make it more efficient. You can create teams to handle tickets based on workflow, customer, department, and more.

To create a new team, click on the New button in the top left of the dashboard. Fill out the remaining fields as defined in the form.

Setting up multiple teams allows for tickets to be grouped by location or by support type. This makes it easier to manage and assign tickets to the right team.

To view or modify Helpdesk teams, go to Helpdesk ‣ Configuration ‣ Teams. You can also create a new team from this page.

If you want to assign a ticket to a higher level or parent team, you can use the Escalate Team button. This will change the helpdesk team and team leader to those of the parent team.

Team visibility settings are crucial to manage who can see your team and its tickets. You can control this under the Visibility section.

Internal users can be divided into two groups: invited internal users and all internal users. Invited internal users have access to the team and tickets they are following, but this can be modified on each individual ticket. All internal users, on the other hand, have access to the team and all its tickets without being a follower.

Invited portal users and all internal users have access to the team without being a follower, but portal users will only be able to access tickets that they are following. This is useful for teams that need to handle sensitive information, like the FinancialServices team.

You can choose to make your team visible to invited portal users and all internal users, like the CustomerSupport team. This is a good option when you need to provide support to both internal users and external customers.

Here's a quick summary of the visibility settings:

The odoo service desk offers a range of features to help you manage your workflow and tasks efficiently. You can plan onsite interventions through the Field Service application.

The Helpdesk Pro workflow allows you to manage tasks, subtasks, and timesheets, as well as provide agent ticket portal access and communications from the portal. This includes ticket assignation types, reporting, and a dashboard for management.

Key features of the Helpdesk Pro workflow include the ability to view ticket details, track services, and generate invoices. It also works perfectly with Odoo Community, Odoo Enterprise, and odoo.sh, and comes with free lifetime updates.

The Helpdesk Pro module allows you to create and manage customer support tickets, making it easier to track and resolve issues.

Automated assignment of tickets based on team workload is a key feature of Helpdesk Pro, which can be enabled for each team. This helps distribute tickets evenly among team members.

Tickets can be assigned using two methods: each user is assigned an equal number of tickets, or each user has an equal number of open tickets. This ensures that high-performers are not overwhelmed with a heavier workload.

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Custom team configurations can be created to handle tickets based on specific workflows, customers, or departments. This flexibility is useful for managing complex support operations.

The Helpdesk Pro module also includes a feature for automated customer updates, which allows you to assign custom email and SMS templates to stages to keep customers informed about their ticket status.

Here are the different types of ticket assignment available:

These features work seamlessly with Odoo Community, Odoo Enterprise, and Odoo.sh, providing a comprehensive support solution for businesses.

Field Service tasks are an essential part of any organization that needs to send personnel to customer sites.

You can plan onsite interventions through the Field Service application, making it easier to coordinate with your team and customers.

Having a dedicated Field Service application streamlines the process and ensures that everything runs smoothly.

By using this application, you can efficiently manage tasks and interventions, reducing the risk of errors and delays.

This approach also helps you stay organized and focused on delivering excellent customer service.

SLAs are a crucial part of workflow management. They allow you to create and manage service level agreements based on specific criteria such as customer, priority, team, or ticket type.

Having clear SLAs in place helps ensure that your team is working towards the same goals and deadlines. This can be especially important in high-pressure situations where every minute counts.

You can customize SLAs to fit the unique needs of your business. For example, you might have different SLAs for different customer segments or for different types of tickets.

With SLAs, you can track progress and stay on top of deadlines. This helps you identify potential bottlenecks and make adjustments as needed.

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Tracking time spent on tasks is a crucial part of workflow management. This helps you stay organized and focused on the tasks at hand.

You can use tools to track the amount of time spent on tickets, which can then be used to create invoices for customers. This makes it easy to bill customers directly for the work done on their tickets.

Accurate time tracking also helps you identify areas where you can improve your workflow and become more efficient. By optimizing your workflow, you can complete tasks faster and with less hassle.

With the ability to track and bill time, you can also provide more transparent and detailed invoices to your customers. This builds trust and helps you maintain a strong working relationship with them.

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In Odoo Service Desk, customers can easily track the status of their support tickets. They can check the status of all their tickets on the My Account page, giving them complete visibility into the resolution process.

Customers can also receive automated updates via email and SMS when their ticket moves to a new stage, keeping them informed every step of the way. This helps build trust and ensures they're always up-to-date on the progress of their issue.

Once a ticket is closed, customers can provide feedback and rating, helping your team to continually improve their service.

Customer ratings are a crucial aspect of the customer view and status. They allow customers to provide feedback on individual tickets, which can be tracked and monitored by the support team.

Customers can give feedback and ratings on tickets after receiving services. This feedback is essential for improving the quality of services offered.

Customers can rate their experience after getting the services, giving them a voice in shaping the quality of support they receive.

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Having a clear view of your customer's status is essential for providing top-notch support. In Odoo, customers can check the status of all their support tickets on the My Account page.

This feature is incredibly useful for customers who want to stay on top of their ticket status. They can view all the tickets they've submitted in one place.

When a customer submits a new ticket, a new auto-generated support ticket will be created. This is a great feature that saves customers the hassle of filling out a new form.

Customers can also give feedback and rating of their ticket, which helps businesses improve their support services. This is a great way for customers to provide valuable insights.

Customers can even view support tickets without logging in, making it easy for them to submit a support ticket from anywhere. This is a great feature for customers who want to submit a ticket quickly.

The customer's ticket status view also allows them to see the status of their tickets at a glance. This makes it easy for them to keep track of their tickets and know when they can expect a response.

The Features and Settings section of Odoo Service Desk is where you can customize and manage your service desk to meet your team's needs. One of the key settings is determining who can view the team and its tickets, which can be done under the Visibility section.

You can choose to make the team visible to invited internal users, all internal users, or invited portal users and all internal users. For example, a CustomerSupport team would typically have the visibility setting set to invited portal users and all internal users, while a FinancialServices team would only need to be visible to invited internal users.

In terms of features, Odoo Service Desk offers a range of tools to help you manage your service desk, including client management, role management, time management, and ticket workflow. You can also customize the ticket status and notification templates to suit your team's needs. Additionally, you can use the dashboard to view tickets by status, such as open, closed, unattended, or high priority.

Let's take a closer look at how customers can interact with your support system. Your customers can send support ticket/helpdesk requests from your website.

This feature allows them to easily reach out for assistance when they need it. With this setup, they can send a ticket and also attach relevant documents for your team to review.

The process of creating and attaching documents is straightforward, making it easy for customers to provide all the necessary information. Your customers can send support ticket requests and attach documents with just a few clicks.

This is especially useful when customers need to share files or documents related to their issue.

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Creating an agent and associated role is a straightforward process. You can assign multiple agents to each client, and clients can even manage roles for their agents.

Sequences for each client are also available, providing a clear and organized way to manage client projects.

A global view of projects, tasks, and timesheet gives you a comprehensive overview of your workload.

Ticket workflow is a key feature, allowing you to manage channels, tags, and ticket status with ease.

Ticket status and notification templates are customizable, ensuring you stay on top of your tickets and communicate with clients effectively.

To access these features, you may need to download a module for each version (15, 16, 17), but versions 12 or lower are exempt from this requirement.

Here's a quick summary of the features we've covered so far:

At Odoo Service Desk, we're committed to helping you get the most out of our platform. We provide complementary support for a duration of 90 days from the date of purchase of the respective app.

If you encounter any issues while using our app, don't worry, we've got you covered. Our support team is here to help you troubleshoot and resolve any problems that may arise.

To create a support ticket, you can do it through the channels we make available to you. This way, you can easily get in touch with our support team and receive the assistance you need.