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ERP platform · Odoo
Odoo Helpdesk connected to everything after the sale
A support ticket rarely ends with an answer. It ends with a refund, a replacement, a repair or a technician visit. Odoo Helpdesk can trigger all of those from the ticket because it shares the same database as sales, inventory and accounting.
Overview
The short version
We configure teams, channels, SLAs and the after-sales actions agents are allowed to take, so customers get answers and finance sees the cost.
ERP Builders is an independent Odoo services company and is not affiliated with or endorsed by Odoo S.A. “Odoo” is a trademark of Odoo S.A.
01
What we configure
Helpdesk setup starts with how customers contact you and what agents can do.
Channels
Email aliases, website forms, live chat and the customer portal feeding tickets.
Teams and assignment
Teams by product, region or customer tier with automatic assignment.
SLAs
Response and resolution targets with escalation when they are at risk.
After-sales actions
Refunds, returns, repairs, coupons and on-site interventions from the ticket.
Knowledge and ratings
Saved answers, help articles and customer satisfaction surveys.
02
Billing support time
Teams that sell support contracts can log time on tickets and invoice it, or track it against a prepaid hours package. That turns support from a cost centre into something you can measure.
Related
Related Odoo services and topics
Solutions
Integrations
Industries
Insights
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FAQ
Frequently asked questions
Is Helpdesk in Odoo Community?
No. Helpdesk is an Enterprise app. Community users typically use project tasks or a third-party module instead.
Can tickets come from WhatsApp?
Yes, through a WhatsApp integration that creates or updates tickets from messages.
Can we report on SLA performance?
Yes. SLA success rates, response times and ticket volumes are reported per team and agent.
Comparisons
Weighing Odoo against alternatives?
Odoo vs SAPIntegrated, extensible suite for SMB and mid-market versus the deepest enterprise ERP ecosystem on the market.Odoo vs Dynamics 365An all-in-one suite versus Microsoft's ERP ecosystem with deep Office, Teams and Power Platform integration.Odoo vs NetSuiteFlexible, lower-cost suite versus a mature cloud-only ERP with strong financials and multi-entity support.
Next step
Support living in shared inboxes?
We will show how tickets, SLAs and after-sales actions work in Odoo.