Efficient helpdesk management with Odoo

Standard helpdesk functionality in Odoo

The Helpdesk module in Odoo provides companies with a powerful tool to manage customer inquiries and support requests. With this module, organizations can set up multiple helpdesk teams, each with their own email address, so that incoming tickets go directly to the right department. Additionally, statuses within a ticket indicate whether a request has already been picked up or is still being processed, which provides better oversight.

Although the standard module offers efficiency, Odoo lacks a feature that allows frequently asked questions and solutions to be easily stored and reused. Support staff often have to manually formulate responses, which is time-consuming and can lead to inconsistencies in communication. This is where the solution from Open2bizz comes into play.

Helpdesk Ticket Solution from Open2bizz

The Helpdesk Ticket Solution module, developed by Open2bizz, adds essential functionality to the standard Odoo Helpdesk module. This extension introduces an additional field within each ticket: "Solution/Answer". This field allows support staff to directly register a solution, which then automatically appears in the email template when responding to a ticket.

With this module, support staff can respond to tickets more quickly, as common solutions can be easily stored and reused. This prevents duplicate work and ensures that customers are helped faster and more consistently.

How does it work?

When an employee handles a ticket, he or she can enter the solution in the additional field "Solution/Answer". This solution is then automatically displayed in the email template when the response is sent. Additionally, solutions for common problems can be saved as templates, so they can be easily reused. This saves time, increases efficiency, and ensures that customers receive a suitable response more quickly.

Open2bizz as a partner in efficient helpdesk management

Open2bizz has extensive experience in developing and optimizing Odoo modules. With the Helpdesk Ticket Solution module, companies gain more control over their support processes and can work more efficiently without compromising the quality of their service.