Website & Email Tickets | Odoo Helpdesk

Summary

This video tutorial guides Odoo users through setting up automated Helpdesk ticket creation using Email Alias and Website Contact Forms. It demonstrates how customers can submit tickets via email or website forms, and how these tickets are organized and managed in Odoo's backend. The tutorial also explains setting priorities, tags, and using the Chatter for communication. Additionally, it covers features like Automatic Closing and Customer Closure, which help streamline ticket management and keep the support pipeline organized. By providing multiple support channels and automation, Odoo ensures efficient customer service and saves time for support teams.

Takeaways

• 📧 Odoo Helpdesk allows automatic ticket creation through multiple channels, including Email Alias and Website Contact Forms.
• 💻 When a Helpdesk team is created, Odoo automatically generates an email alias for the team, enabling customers to create tickets via email.
• 📝 Emails sent to the team’s alias automatically create tickets, with the subject line becoming the ticket name and a unique ticket number assigned.
• 👥 The Chatter feature in Odoo records customer emails, automatic responses, and allows agents to send messages or log internal notes.
• ⭐ Tickets can be prioritized using a star system and tagged for better organization.
• 🌐 Customers can also submit tickets through a website form, filling out required fields like Name, Email, Subject, and Description.
• 📂 Tickets created via the website form display the customer’s issue in the Description tab, rather than the Chatter.
• ➡️ Tickets can be moved through stages such as In Progress and Solved, which helps track their progress and status.
• 🔒 The Solved stage is considered closed, and Odoo can automatically mark tickets as 'Done' or allow customers to close their own tickets.
• ⏱️ Automatic Closing can be set based on inactivity, specifying the number of inactive days and applicable stages, helping keep the pipeline organized.
• 🛠️ Providing multiple contact channels and ticket management automation saves time, improves customer satisfaction, and keeps the support process organized.

Q & A

What are the three channels Odoo provides for automatic Helpdesk ticket creation?

Odoo provides three channels for automatic ticket creation: Email Alias, Live Chat, and Website Contact Form.

How does the Email Alias channel work for creating tickets?

When a new Helpdesk team is created, Odoo automatically generates a unique email alias. Any emails sent to this address are automatically converted into Helpdesk tickets, with the email subject becoming the ticket name and the email body appearing in the Chatter.

What is the difference between tickets created via Email Alias and those created through the Website Contact Form?

Tickets created via Email Alias display the customer's email content in the Chatter, whereas tickets from the Website Contact Form display the customer's description only in the 'Description' tab of the ticket, not in the Chatter.

What is the purpose of the Chatter in Odoo Helpdesk tickets?

The Chatter allows Helpdesk agents to view customer emails, see automatic responses sent to customers, send messages, and log internal notes related to a ticket.

How can Helpdesk agents prioritize and categorize tickets in Odoo?

Agents can set priority levels using stars (e.g., 3 stars for medium priority) and assign tags to tickets to categorize and organize them efficiently.

What is the function of the 'Solved' stage in Odoo Helpdesk?

The 'Solved' stage is a folded stage that indicates tickets are considered closed. Odoo automatically marks tickets as 'Done' when moved to this stage.

How can customers close their own tickets in Odoo?

Customers can close their own tickets if the 'Closure by Customers' option is activated in the Helpdesk Team form. They can do this through the customer portal on the website.

What does the Automatic Closing feature do in Odoo Helpdesk?

The Automatic Closing feature allows Odoo to automatically close tickets that have been inactive for a specified number of days. Agents can select the stages to monitor and set the duration of inactivity before closure.

What steps should an agent take to configure Helpdesk channels?

Agents should go to the Helpdesk app, select Configuration > Helpdesk Teams, click on the desired support team, and scroll to the Channels section to turn on or configure Email Alias and Website Form options.

Why is providing multiple ticket channels beneficial for customers and agents?

Multiple channels give customers flexibility in reaching support and allow agents to consolidate all ticket requests in one system, saving time and improving organization.

How does Odoo ensure customers are informed when they submit a ticket?

Odoo sends an automatic response to customers when a ticket is created, using the email template configured in the 'New' stage of the Helpdesk pipeline.

What information is required when submitting a ticket via the Website Contact Form?

Required fields typically include the customer's Name, Email, and Subject. Customers can also provide a description of the issue and attach files if necessary.