- A Helpdesk team is a group of employees who keenly work to answer the queries of customers. - Any company that remains connected with the customer will have to manage a Help Desk team to clarify the doubts and queries raised by the customers. This becomes essential for companies that engage in manufacturing, sale or service sectors where the companies directly deal with a number of customers. The customers will have different levels of knowledge and expertise and they would want to clear all their apprehensions before going ahead with the deal. - Odoo, a very popular ERP tool being used in many countries across the globe, has introduced the Odoo Helpdesk module aiming to synchronize all helpdesk-related activities. Odoo helpdesk can be integrated easily with the Odoo CRM as well. Besides, it can work in coordination with the Odoo Live Chat modules. This can also be integrated with Odoo website, to manage the customers and customer queries in a more systematic way. If this integration process is done the customers can present their queries to the helpdesk team using the website and they can get the answers. - eCommerce businesses depend on full-fledged websites for the management of customers. As any negative experience of the customer can affect the customer relationship of the company, Odoo Helpdesk with a user-friendly interface also helps the company to manage the helpdesk and policies related to the operations of the helpdesk team from the dashboard itself.

1. Odoo 15 Helpdesk
Enterprise
www.cybrosys.com

2. INTRODUCTION
❖ Different helpdesk teams provide your customers with support queries or some errors they might
encounter while using a company’s products or services.
❖ Helpdesk team is a successful schema where you can organize multiple teams in order to help
your customers.

3. ❖ Goto Helpdesk

4. ❖ Goto Configuration > Helpdesk Teams

5. ❖ Open one helpdesk team

8. ❖ Click on Tickets

9. ❖ These are the queries asked by the customers.

10. ❖ Teams can have individual assignment methods to ensure that these tickets get redirected to
the right person.
❖ Assigning methods are

11. 1. Manual
Tickets are manually assigned allowing employees to manage their own workload
and target
tickets they are experts at.
1. Random
Tickets are randomly assigned and everyone get same amount that means it ensures that all
tickets are handled as a assignment happens automatically
1. Balanced
Tickets are assigned to the person with the least amount of tickets. So everyone
fairly gets
the same amount.
❖ Random and balanced assignment methods
- Set the team members among tickets are assigned.
- Leave the field empty to include all employees.

12. ❖ Team visibility allows to specify who can see and who can access the team’s tickets. So it can
be made visible to all users or invited users.
❖ Ticket will be generated when you send email to the alias that you have set.

13. ❖ SLA policies is Service Level Agreement.
❖ These are actually some commitments you will make with your customers to outline how a
service is delivered.
❖ It create a trust between you and your customers and they can get a clear idea that what need
to be done and when.

14. ❖ Goto Configuration > SLA Policies

15. ❖ Open one SLA Policies

16. ❖ Goto Overview
❖ Click on Tickets

17. ❖ Click on Create

18. ❖ Move ticket to In Progress
❖ Click on Start

19. ❖ Click on Stop

20. ❖ Click on Save

21. ❖ Again Click on Start

22. ❖ Click on Stop

23. ❖ Click on Save

24. ❖ Timesheet line is added
❖ Click on Refund

25. ❖ Click on Reverse

26. ❖ Click on Return

27. ❖ Click on Return

28. ❖ Click on Repair

29. ❖ Click on Confirm Repair

30. ❖ See change State
❖ Click on Create Invoice

31. ❖ Click on Start Repair

32. ❖ Click on End Repair

33. ❖ Goto back Ticket
❖ Click on Coupon

34. ❖ Click on Generate

35. ❖ Goto back Ticket
❖ Click on Plan Intervention

36. ❖ Click on Create Task

37. ❖ Click on Share on the Forum

38. ❖ Click on Answer
❖ Click on Post Answer

39. ❖ Login as Different person
❖ Goto Helpdesk
❖ Click on Tickets

40. ❖ Open Created Ticket
❖ Click on Forum Post

41. ❖ It is possible to make positive vote or negative vote or this can be marked as a best answer.

42. ❖ Using this forum customers might become more attached to your company because they
would be investing time to get into details of your business.
❖ This forum is a nice way because customers might become more attached to your company
and they would be investing some time to get into details of your business and it’s also best
way to engrave the exchange of experiences and knowledge between people.
❖ Login again as admin
❖ Goto Helpdesk
❖ Click on Tickets

43. ❖ Open Created Ticket
❖ Change State, if the issue is solved

44. ❖ Goto Configuration > Helpdesk Teams > Open
❖ Click on Customer Care

45. ❖ See details of Customer Care Course

46. ❖ Once the structure and content of your course are ready, you can publish it.

47. ❖ Goto Tickets > My Tickets

48. ❖ Goto Tickets > All Tickets

49. ❖ Goto Overview
❖ Click on See Customer Satisfaction

51. ❖ Customers can rate their experience with your team and this helps to strengthen your
credibility and we can gain customers trust.
❖ Open space given for customers for feedback can help you to improve the quality of your
services.
❖ Reporting allows you to track the trends then we can identify in what all areas we need
improvement and we can manage the workloads employees and by looking at the report. We
can see whether we meet customers expectations.

52. ❖ Goto Reporting > Tickets Analysis
❖ Various views of tickets analysis report
1. Graph - Bar Chart

53. ❖ Different measures, Group and filter report by in Ticket Analysis Report

54. Line Chart

55. Pie Chart

56. 2.Pivot
3.Cohort

57. ❖ Goto Reporting > SLA Status Analysis
❖ Goto Reporting > Customer Ratings

58. ❖ Goto Configuration > Canned Responses

59. For More
Details
Check our company website for related blogs and Odoo
book.
Odoo Book V15
Check our YouTube channel for functional and technical
videos in Odoo.
Odoo 15 Helpdesk

61. Thank You