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Icône de Helpdesk Management

Helpdesk Management

par OCA · helpdesk_mgmt

Helpdesk

19.0 — à porter Application Contrôle qualité : Vérifiée AGPL-3

Helpdesk Management

This module adds Helpdesk functionality in Odoo.

Table of contents

Configuration

To configure this module, you need to:

  1. Edit or create new channels.
  2. Edit or create new categories.
  3. Edit or create new stages.
  4. Edit or create new teams.
  5. Edit or create new tags.

Channels

  1. Go to Helpdesk > Configuration > Channels to edit or create new channels.
  2. Edit or create a channel.
  3. Set the name for the channel.
  4. You can also Activate or Deactivate channels.

Categories

  1. Go to Helpdesk > Configuration > Categories to edit or create new categories.
  2. Edit or create a new category.
  3. Set the name for the category.
  4. You can also Activate or Deactivate categories.

Stages

  1. Go to Helpdesk > Configuration > Stages to edit or create new stages.
  2. Edit or create a new stage.
  3. Set the name for the stage.
  4. Set the sequence order for the stage.
  5. You can select an Email template.
  6. Mark the Unattended checkbox if the stage contains unattended tickets.
  7. Mark the Closed checkbox if the stage contains closed tickets.
  8. You can add a description for the stage.
  9. You can also Activate or Deactivate stages.

You can also sort the stage sequence if you move up or down the stages in the list view.

Teams

  1. Go to Helpdesk > Configuration > Teams to edit or create new teams.
  2. Edit or create a new team.
  3. Set the name for the team.
  4. Add the teams members.
  5. You can also Activate or Deactivate teams.

Tags

  1. Go to Helpdesk > Configuration > Ticket Tags to edit or create new tags.
  2. Edit or create a new tag.
  3. Set the name for the tag.
  4. Set the color index for the tag.
  5. You can also Activate or Deactivate tags.

Permissions

There are restrictions to read tickets according to the user’s permissions set in Helpdesk.

  1. User: Personal tickets: User is able to see their tickets (those that are assigned to their user) or those that are no team nor user is assigned.
  2. User: Team tickets: User is able to see all the tickets that are assigned to the teams to which he/she belongs or the tickets that are not assigned to any team nor user.
  3. User: User is able to see all the tickets.

Usage

  1. Go to Helpdesk or Helpdesk > Dashboard to see the tickets dashboard
  2. In the Kanban view, click in the kanban card of a team to see their tickets and create new ones.

To create a new ticket from the kanban view:

  1. Press Create button or click on the plus icon at the top of the column of a stage.
  2. Set the name or subject for the ticket.
  3. Select the team that will manage the ticket.
  4. You can select a user to assign the ticket.
  5. Set the priority of the ticket.
  6. Select the partner, and you can also set the partner name and email.
  7. You can select a category and set tags for the ticket.
  8. Add a description.
  9. You can also attach files to the ticket.

Known issues / Roadmap

  • Add a tour feature similar to what the project module defines to discover projects / tasks.
  • Update portal tests defined in tests/test_portal.py to rely on tour specs (in JS) in order to replicate the navigation behavior of portal users.

Bug Tracker

Bugs are tracked on GitHub Issues. In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us to smash it by providing a detailed and welcomed feedback.

Do not contact contributors directly about support or help with technical issues.

Credits

Authors

  • AdaptiveCity
  • Tecnativa
  • ForgeFlow
  • C2i Change 2 Improve
  • Domatix
  • Factor Libre
  • SDi Soluciones

Contributors

Maintainers

This module is maintained by the OCA.

OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.

This module is part of the OCA/helpdesk project on GitHub.

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.

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Ce que l'application ne fait pas

  • Add a tour feature similar to what the project module defines to discover projects / tasks.
  • Update portal tests defined in tests/test_portal.py to rely on tour specs (in JS) in order to replicate the navigation behavior of portal users.

Applications du magasin nécessaires

Aucune.

Modules Odoo Community utilisés

mailportal

Applications qui la complètent

SérieVersionÉtatPubliée le
19.019.0.1.2.0 En développement 25/09/2026

Fiche générée depuis julien2364/omnifloo-oca-helpdesk (branche 19.0, commit d6a6af159f15).

Contrôle automatique du magasin (distinct de l'éditeur), appliqué à toutes les applications. Conforme.

ContrôleRésultatEffet si absent
Manifeste lisible sans exécution conforme bloquant
Licence reconnue (AGPL-3) conforme bloquant
Aucune dépendance vers Odoo Enterprise conforme bloquant
Aucun import de code Enterprise conforme bloquant
Aucun en-tête de licence Enterprise conforme bloquant
Icône static/description/icon.png conforme déclasse
Description (static/description/index.html ou README) conforme déclasse
Tests automatisés (tests/test_*.py) conforme déclasse
Traduction française (i18n/fr.po) conforme info
Section « Ce que le module ne fait pas » conforme info

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Odoo Community Association (OCA)
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