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Odoo 10 Helpdesk Management

Helpdesk is new module introduced with release of Odoo 10. This module help maintaining helpdesk of the company with various features listed below.

Create ticket using multiple channels

  • User can create tickets manually or configure it so that incoming email create tickets or using web site form to create tickets. Third party application can also be conneted via API and tickets can be created using web srevice.

Ticket status can be tracked by new, in progress, solved or cancelled stages.

Priority is assigned to tickets such as low priority, high priority and urgent.
Assign ticket to user

  • Help desk team to be configured to handle tickets generated. User can define helpdesk team members and assign tickets to them by manually, randomly and balanced methods.

SLAs (Service Level Agreements)

  • Configure service level agreements and automate related checks and actions by SLA policies such as time required for urgent tickets.

Dashboard is showing various statistics for helpdesk such as average open hours, SLA complied or not, priority of tickets, performance (actual vs trageted.) and success rate.

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