Odoo Helpdesk: A new application for customer service teams

Odoo Experience 2016

In this talk, you will learn how to set-up a customer service department with Odoo Heldesk, a new application of Odoo 10.

The first part of the presentation is dedicated to the configuration of the multiple channels for incoming tickets: email, web forms, .... You will learn how to automate the creation of support tickets from different sources and customize qualification forms.

The next part of the talk is dedicated to the tools Odoo offers to help you support the service: SLAs, knowledge center, public or private forums, service contracts, etc.

Finally, we will finish with a few tips and tricks to make your helpdesk operators more productive: how to automate events based on triggers, how to customize canned response, how to delegate a ticket in real time, how to do a group chat, how to convert an issue into a document in the knowledge base.


About The Author

Antoine Huvelle - Business Analyst, Odoo

Having worked for more than 5 years at Odoo, I started working on training our partners and client while taking care of small projects. For three years now, I'm taking part in projects, sometimes as PM, sometimes as BA, where more experience and knowledge about our wonderful product is needed. Always enthusiastic about new features (I even try to propose new ones sometimes :p), I try to always find a solution among the available tools and in the scope of my client's abilities.

Practical Info

10/06/2016 05:30
50 minutes
Functional / Main Theatre