Odoo Helpdesk Setup: Teams, SLAs and Tickets

A good helpdesk does three things: makes it easy for customers to ask, makes sure someone owns each ticket, and shows whether you are meeting your promises. Here is how to set up Odoo Helpdesk to do that.

1. Create teams

Create one helpdesk team per type of support, such as customer service, technical support or warranty claims. Each team has its own members, stages and settings. Avoid too many teams at the start.

2. Set up channels

Turn on the channels you need:

• Email alias, such as support@yourcompany.com
• Website form for logged-out visitors
• Live chat on your website
• Customer portal where customers see their tickets

Email is usually the main channel. Set it up first.

3. Define stages

Keep stages simple: new, in progress, waiting on customer, solved, cancelled. Mark solved and cancelled as closing stages. Send an automatic email when a ticket is solved, with a rating request if you want feedback.

4. Assign tickets

Odoo can assign tickets automatically, either evenly or balanced by open ticket count. Manual assignment works for small teams. Every ticket should have an owner within minutes.

5. Create SLA policies

An SLA sets a target, such as "first response within 4 hours for high priority". You can target by priority, ticket type, tags or customer. Odoo shows the deadline on each ticket and flags those at risk. Start with two or three SLAs, not twenty.

6. Connect to the rest of Odoo

Helpdesk tickets can link to sales orders, invoices and deliveries, and trigger:

• Refunds and credit notes
• Returns and replacements
• Repairs
• Field service visits

Agents can log time on tickets with timesheets, which is useful for billable support contracts.

7. Report

Track ticket volume, first response time, resolution time, SLA success and customer ratings. Review them weekly with the team.

Common mistakes

• Too many stages and tags that nobody uses
• No owner for the shared inbox, so tickets age
• SLAs set without checking the team can meet them

See how we implement Odoo Helpdesk or explore our helpdesk solution.