Helpdesk
by Viindoo
| Lines of Code | 5805 |
| Technical name | viin_helpdesk |
| License | OPL-1 |
| Website | https://viindoo.com/intro/helpdesk |
| Read description for | v 13.0 v 14.0 v 15.0 v 16.0 v 17.0 |
| Required Apps | Discuss (mail) |
| Extensions | Zalo Helpdesk Template Pack Helpdesk & Sale Integrator Helpdesk Livechat Helpdesk & Human Resources Integration Helpdesk Project Integration Helpdesk CRM Integration Helpdesk Ticket Severity |
Helpdesk
A ticketing-based support application for Odoo and Viindoo to help you manage and track support tickets for both employees and external partners
This module allows you to record and manage support tickets from customers and internal employees. Can be integrated with other apps in our all-in-one system, employees can create support tickets for customers or themselves during the working process.
Key Features
Built natively on Odoo/Viindoo to streamline real business operations:
Comprehensive Ticket Management
- Create and manage support teams to address specific customer or business needs.
- Define ticket types to categorize and prioritize incoming support requests.
- Assign tickets to team members for accountability and efficient resolution.
- Track ticket progress across defined stages, ensuring clarity and transparency.
- Record and access the full history of communication within the portal and backend.
- Automate notifications to customers and team members during workflow transitions.
- Collect customer feedback through ratings and comments after ticket closure.
Customer Portal
Provide customers with a user-friendly portal to create, view, and manage their tickets.
Service Level Agreement (SLA) Management
- Define SLA policies to ensure timely resolution of tickets.
- Monitor ticket resolution times and compliance with SLA agreements.
- Automatically escalate tickets that are nearing or breaching SLA thresholds.
- Generate detailed SLA compliance reports for performance monitoring.
Team Ticket Types
- Restrict Ticket Types per Team: Define the specific ticket types allowed for each helpdesk team.
- Data Validation: Prevent teams from removing ticket types that are still in use.
- Company Integration: Automatically assign default ticket types based on the company settings.
- Portal Support: Ensure only relevant ticket types are visible on the customer portal.
Customizable Ticket Fields
- Add additional fields to tickets, enabling users to provide more details about issues or requests.
- Enhance clarity and detail in ticket descriptions for better processing efficiency.
Ticket Type Customization
- Additional fields will be automatically attached to ticket types when added. Subsequent tickets of the same type will automatically display these fields, ensuring information is collected more completely and accurately over time.
- Meet the exact needs of each ticket type, suitable for the nature of each request.
Reporting
- Visualize ticket data through dashboards and generate performance reports.
- Analyze resolution times, team performance, and customer satisfaction metrics.
- Provide detailed analytics on ticket resolution times and SLA compliance.
Integration with Viindoo Ecosystem
- Seamlessly integrate with Website, Live Chat, CRM, Sales, Project, and Timesheet modules.
- Allow ticket creation from various sources, including customer interactions and internal workflows.
Warning
To avoid conflicts while using this Helpdesk module, you must uninstall Odoo's Helpdesk module if it is currently installed.
Benefits
Enhanced Customer Satisfaction:
- Streamlined ticket resolution processes lead to faster and more efficient support.
- Transparent ticket tracking builds trust and ensures customers feel valued.
Improved Team Efficiency:
- Clearly defined workflows and automated notifications reduce manual efforts.
- SLA tracking ensures accountability and timely resolutions.
Data-Driven Decision Making:
- Comprehensive analytics provide insights into team performance and customer satisfaction.
- SLA compliance reports highlight areas for improvement.
Seamless Integration:
- Flexibility to integrate with Viindoo ERP or other compatible systems.
- Centralized management of support operations across various departments.
Customizable and Scalable:
- Adaptable workflows to fit diverse business needs.
- Scalable to accommodate growing ticket volumes and complex requirements.
Set up stages
Helpdesk teams
Set up ticket types
Set up tags
Set up SLA policy
Create a new ticket
See Helpdesk in Action
See how this module solves real business problems in a working Viindoo environment.
Need help with Helpdesk?
For questions, implementation support, or consulting services, contact Viindoo.
Pre-Sales & Partnership
When contacting us, please include:
- Odoo/Viindoo version (CE/EE).
- Number of users and business scope.
- Other modules currently in use.
Technical Support
For faster troubleshooting, please provide:
- Order number or app reference.
- Odoo/Viindoo version & edition.
- Steps to reproduce the issue.
- Screenshots/logs if available.
Technical Requirement
Changes log
We continuously improve this module. Recent updates from the official Viindoo repository:
- 2026-01-07 Fixed Top bar was too large.
- 2025-12-31 Improved Allow normal users to use dashboard.
- 2025-10-01 Improved Allow alias domains to be multiple.
- 2025-09-23 Improved Show all ticket when removing default filter.
- 2025-09-19 Improved Apply Default Filter on report: Active Tickets & Teams.
- 2025-09-06 Fixed Avoid updating ticket'desciption.
Works Great With These Modules
Extend Helpdesk with complementary Viindoo apps:
Helpdesk CRM Integration
Helpdesk CRM Integration
Module viin_helpdesk_crmHelpdesk & Human Resources Integration
Integrate the Helpdesk with Human Resources
Module viin_helpdesk_hrHelpdesk Livechat
Create new helpdesk ticket with using /ticket command in the channel.
Module viin_helpdesk_livechatHelpdesk & Odoo Version
Add Odoo version field to Ticket
Module viin_helpdesk_odoo_versionHelpdesk Project Integration
Helpdesk Project Integration
Module viin_helpdesk_projectHelpdesk & Sale Integrator
Manage customer support tickets from Sent Quotations and Sales Orders.
Module viin_helpdesk_saleWho Should Use This Module?
Built for teams that need this capability fully integrated into their Odoo/Viindoo stack.
Executives & Business Owners
Need clear visibility into operations and a stack that scales without bespoke development.
Operations / Department Leaders
Want to streamline daily workflows, remove manual handoffs, and keep data consistent across teams.
Implementers & Odoo Partners
Looking for production-ready Viindoo modules to deliver projects faster and at lower risk.
Installation
- Navigate to Apps.
- Search with keyword viin_helpdesk.
- Press Install.
How it works
Instruction video: Helpdesk
1. Configuration
Step 1: Set up Stages: This is the stages to process the support tickets. To set up, navigate to Helpdesk > Configuration > Stages.
Step 2: Set up Helpdesk team: To set up helpdesk team, navigate to Helpdesk Team > Configuration > Helpdesk Teams.
Step 3: Set up Ticket types: Ticket types help desk team categorize the content of their tickets. To set up ticket types, navigate to Helpdesk > Configuration > Ticket Types.
Step 4: Set up Tags: Besides categorizing tickets by ticket types, users can also use tags to categorize the ticket, make it easier to filter, search the ticket. To set up tags, navigate to Helpdesk > Configuration > Tags.
Step 5: Set up SLA policy: The SLA policy measure of the effectiveness of an employee's work when supporting a ticket. To set up, navigate to Helpdesk > Configuration > SLA policy.
2. Create a support ticket
From the Helpdesk Overview, press Create to create a new ticket.
The following information will appear:
- Title: A short description of the issue, this is the same as an email title.
- Helpdesk Team: The group you selected will be set as default, but you can change to another group.
- Create by: The person who creates the ticket.
- Create Date: The date the ticket is created.
- Assigned To: The user in charge of this ticket.
- Ticket Type: Used to categorize the tickets based on specific subjects. For example, Questions, Issues, Feature Requests, etc.
- Priority: Priority levels of this ticket.
- Tags: Another way to identify the ticket, for searching.
- Company: The company in charge of this ticket (this field will appear if you use the multi-company feature).
- Partner: You can choose a partner if you want them to follow this ticket.
- Contact Name: The contact name of the partner. This field will disappear if you select a partner on the Partner field.
- Email: Partner’s email.
- Send Notification Email: If checked, the system will send an email every time the ticket changes to the stage where the email template was set up.
- The Description tab, Analysis tab, SLA Status tab: Detail of the ticket.
After filling in the information, press Save to save the ticket.
3. Change the ticket's stage
There are 2 ways to change the Ticket stage:
Option 1: Select the stage on the ticket view.
Option 2: Drag and drop on the Kanban view.
4. Customer rating
Step 1: Navigate to Helpdesk > Configuration > Settings, check on the Use Rating on Helpdesk field.
Step 2: After activating, the Customer Rating field will appear on the Ticket view.
5. View reports
Tickets Report: The report provides users with visual information about the Tickets in the charts and the Pivots view. To view the report, go to Reporting > Tickets Report.
SLA Analysis: Allows users to see an overview of SLA policies by each measure such as support team, support request or company, etc. To view the report, go to Reporting > SLA Analysis.
You can refer to the Guidance for ticket management article.
This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file).
You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one).
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