Odoo17 Help Desk Module Tutorial

Odoo17 Help Desk Module speeds up your support setup. First, you install the app. Then, you configure teams, channels, and templates. Next, you automate ticket flows. Moreover, you deliver fast responses across email, live chat, and SMS. Finally, you track performance with built‑in reports. For full details, see the Odoo 17 Helpdesk Documentation.

Overview of the Odoo17 Helpdesk Module

First, the Odoo17 Helpdesk Module powers customer support in one unified interface. Then, it creates tickets from incoming emails, chats, or calls automatically. Moreover, it lets you group agents into teams like “Custom Care Team” or “Sport Team” for clear task ownership. Meanwhile, it offers SLAs, templates, and dashboards to track service levels. Therefore, businesses gain full visibility on support metrics and customer satisfaction.

Key Features of the Help Desk Module Odoo 17

• Multi‑Channel Ticketing: It captures issues via email alias, live chat widget, call center, or SMS.
• Team Management: It assigns tickets to separate teams, such as Custom Care Team or Maintenance.
• SLA & Priority Rules: It enforces response times with service level agreements.
• Automated Actions: It triggers emails or SMS alerts at each stage.
• Templates & Macros: It sends ready‑made messages “secara konstruktif dan bermanfaat” for quick replies.
• Reporting & Analytics: It shows ticket volumes, resolution times, and team performance.

Benefits of Odoo17 Help Desk for Support Teams

First, teams centralize support in one app. Then, agents avoid missing tickets thanks to automatic creation. Moreover, managers set SLAs to meet customer expectations. In addition, teams share templates for fast, consistent answers. Finally, reports highlight bottlenecks so you can improve your support process. Odoo17 Help Desk Module

How to Install the Odoo 17 Help Desk Module

First, you enable developer mode. Then, you install the Help Desk app.

Step 1: Activate Developer Mode

1. Go to Settings.
2. Click Activate the developer mode at the bottom.
3. Wait until the page reloads with technical menus.

Step 2: Install the Help Desk App

Navigate to the Apps Menu

First, click Apps on the main menu bar. Then, clear the search field.

Search and Install

1. Type Help Desk in the search bar.
2. Click Install on Customer Support (Helpdesk).
3. Wait until Odoo confirms the installation.

Meanwhile, Odoo installs required modules like Mail, Live Chat, and SMS Marketing if you haven’t set them up.

Configuring Teams in the Help Desk Module Odoo 17

First, you create support teams. Then, you assign agents and set SLAs. Odoo17 Help Desk Module

Create a New Helpdesk Team

1. Go to Helpdesk → Configuration → Teams.
2. Click Create.
3. Enter Team Name (e.g., Custom Care Team).
4. Choose Channel (Email, SMS, Live Chat).
5. Set Alias (e.g., support@yourdomain.com).

Meanwhile, Odoo generates an email alias with your record’s domain. Therefore, tickets begin to work automatically when customers send emails.

Assign Team Members

1. In the Team form, click Agents.
2. Add users from the dropdown.
3. Click Save.

Next, each agent receives new tickets in their inbox view.

Set Up SLA Rules

First, go to Helpdesk → Configuration → SLA Rules. Then, click Create:

1. Enter Rule Name (e.g., “First Response in 2 Hours”).
2. Select Team.
3. Define Apply On (Ticket Creation, Stage Change).
4. Set Deadline (2 hours).
5. Click Save & Close.

Moreover, Odoo sends reminder emails if SLAs approach their deadline.

Setting Up Email Channel in Odoo17 Helpdesk Module

First, you configure incoming email. Then, you customize outgoing templates. Odoo17 Help Desk Module

Enable Email Alias for Tickets

1. Go to Helpdesk → Configuration → Settings.
2. Under Email, check Create tickets from emails.
3. Save your changes.

Meanwhile, Odoo shows your default alias (e.g., help@yourcompany.odoo.com).

Configure Incoming Emails

1. Go to Settings → Technical → Email → Aliases.
2. Open your Helpdesk alias record.
3. Update Alias Name and Alias Model to Helpdesk Ticket.
4. Click Save.

Next, Odoo routes all incoming emails to ticket creation.

Customize Email Templates

1. Go to Settings → Technical → Email → Templates.
2. Search for Helpdesk Ticket – New.
3. Click to edit your template.
4. Update Subject and Body with your branding.
5. Use dynamic fields like ${object.partner_id.name}.
6. Click Save.

Moreover, you can edit Helpdesk Ticket – Ticket Stage Changed to notify customers as their issue moves across stages.

Adding Live Chat in Odoo17 Helpdesk Module

First, you activate the Live Chat channel. Then, you embed it on your website.

Activate Live Chat Channel

1. Go to Live Chat → Settings.
2. Click Enable Live Chat.
3. Under Channels, click Create.
4. Name it Helpdesk Chat, select Helpdesk as the model.
5. Save your channel.

Meanwhile, Odoo shows a snippet code to embed on your site.

Add Live Chat to Your Website

1. Go to Website → Configuration → Settings.
2. Under Live Chat, select Helpdesk Chat.
3. Click Save.
4. Publish your changes.

Next, visitors see a chat widget on every page.

Customize Chat Widget

1. Go to Website → Live Chat.
2. Click Helpdesk Chat channel.
3. Edit Status, Avatar, and Welcome Message.
4. Click Save.

Moreover, you can set automatic actions like Send SMS when the chat starts, if you integrate SMS support.

Managing Tickets in Help Desk Module Odoo 17

First, you learn to create tickets. Then, you track and resolve them.

Create a Ticket Manually

1. Go to Helpdesk → Tickets.
2. Click Create.
3. Fill Customer, Subject, and Description.
4. Set Team, Priority, and Tags (e.g., Urgent).
5. Click Save & New or Save.

Meanwhile, you see your new ticket in the My Tickets view.

Set Priority and Tags

1. In the ticket form, choose Priority: Low, Medium, or High.
2. Add Tags like “billing” or “technical” for quick filter.
3. Save your changes.

Next, agents sort tickets by priority or tag.

Assign and Work on Tickets

First, open a ticket. Then, click Assign to me or select another agent. After that, change the Stage (New → In Progress → Done). Next, add internal notes or public messages under Chatter. Finally, click Mark as Solved when you close the issue.

Ticket Workflow

1. New: Ticket just arrived.
2. In Progress: Agent works on it.
3. Waiting: Awaiting customer reply.
4. Done: Issue resolved.

Meanwhile, you track time spent with the Time Logged field.

Use SMS and Alerts in Odoo17 Helpdesk

First, you set up SMS integration. Then, you notify customers on the go.

Enable SMS Integration

1. Go to Settings → General Settings.
2. Under Discuss & Marketing, check SMS.
3. Save changes.

Next, install SMS Marketing if prompted.

Create SMS Templates

1. Go to Settings → Technical → SMS Templates.
2. Click Create.
3. Enter Template Name (e.g., “Helpdesk Ticket Update”).
4. Write a short message with ${object.partner_id.name} and ${object.stage_id.name}.
5. Save the template.

Moreover, you add an automated action under Helpdesk → Configuration → Automated Actions to send an SMS when the ticket stage changes.

Advanced Tips for Odoo 17 Support Desk Module

First, you use the customer portal. Then, you build a knowledge base.

Use the Customer Portal

1. Go to Website → Configuration → Settings.
2. Enable Customer Portal under Website.
3. Save changes.

Meanwhile, customers log in to view and respond to their tickets.

Set Up a Knowledge Base

1. Go to Knowledge app.
2. Create Categories for FAQs.
3. Write Articles that answer common issues.
4. Link articles to tickets with Suggest Article.

Next, you reduce ticket volume by letting customers self‑serve.

Troubleshooting Common Odoo17 Helpdesk Issues

First, you check email alias problems. Then, you fix live chat errors.

Email Not Creating Tickets

• Verify Alias under Technical → Email → Aliases.
• Ensure your domain handles emails.
• Test by sending an email to your alias.

Meanwhile, check Mail → Messages → Emails for errors.

Live Chat Not Showing

• Confirm your chat channel under Live Chat → Channels.
• Make sure you added the widget in Website → Settings.
• Clear your browser cache and reload the site.

Therefore, your chat widget appears instantly.

Best Practices for the Odoo17 Helpdesk Module

First, train your agents on standard replies. Then, use SLAs to measure performance. Moreover, keep your email and chat templates up to date. In addition, review weekly reports to identify top issues. Finally, adjust your support teams and channels as your business grows.

Conclusion

Odoo17 Help Desk Module delivers a full support desk solution. First, you install the app. Next, you set up teams, channels, and SLAs. Then, you customize templates for email and SMS. Moreover, you add live chat to your site. After that, you manage tickets with clear workflows. Finally, you use reports to drive improvements. By following this tutorial, you streamline your support process and boost customer happiness.