Troubleshooting, Guidance, Support
Helpdesk is intended to solve the customer problem. It also allows to identify the problem areas of the company and evaluate the effectiveness of the IT department. It helps to deliver a high quality customer service and to ensure that business suffer no downtime.
We are happy to introduce you our Helpdesk. It is built on the Odoo Platform and composed of core helpdesk modules plus a variety of addons. Addons provide additional functionality of the main system. Each of them can be installed to add a specific feature. We grouped various sets of addons and made bundles for different needs of companies. But any addon can be installed separately, and our Helpdesk Lite can be easily upgraded to Helpdesk Ultimate by installing the appropriate modules.
Generic Request provides incident management: requests are classified by types and categories; each type has pre-configured stages; request moves by defined route between these stages untill it is resolved; assignments of responsible persons, planning activities, various actions are taken place on each stage; all the incidents are documented and tracked and can be analyzed using reports.
Website Service Desk provides website interface to external users for submitting and tracking their requests.
For now, the following Helpdesk bundles are available:, , , and .
Our most basic helpdesk setup and it is completely free. It is simple and reliable. Provides incident management and website interface for external users to submit requests / tickets and track request execution.
Helpdesk Lite supports configurable types, categories, stages, routes of request, manual assignments, planning activities, internal chatter, logging events, custom colors.
This is our standatd Helpdesk bundle. It can meet the requirements of most companies who need a standard reliable helpdesk with good ability for customization.
What distinguishes it from Helpdesk Lite? It has more options to customize requests: a new classification by kind of request and ability to add priority to requests.
This bundle has more advanced set of modules. In addition to standard functionality, it has the ability to configure email aliases and create requests using incoming email. Also it supports tags, tag management and custom string fields to fill out in requests.
Advanced Helpdesk bundle that brings Service Level Agreement (SLA) and SLA Log in requests. It allows to set SLA rules for each request stage with warnings and time limits. All SLA actions and events are logged and can be analyzed using SLA Reports.
This bundle has the most complete set of Bureaucrat modules published on the Odoo market for now. It has all functionality of the previous bundles and has much more aditional options to automate request processing using automated actions and automated routes.
Automated routes allows to set up triggers to automatically move requests by the route if certain conditions are met. Automated actions can do automatic assignments, subscription, create subrequest or perform custom programmed server action. These advanced addons can greatly automate and optimize processing of requests.
And that's not all new features of the Ultimate bundle. It also adds parent / child relationship to requests (create subrequests), integration with project tasks, ability to link requests to documents and between each other, ability to reopen closed requests with a new type of request, etc.
Helpdesk Ultimate bundle is a professional, highly customizable, semi-automatic helpdesk system for the most demanding customers.