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Does Odoo have an help desk functionality?

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thenon

Very basic functionality is missing from the project management/ help desk modules in ERP:

  • issuing a unique ticket number to customer automatically
  • being able to reply to incoming emails to communicate with customer
  • seeing all a customer's incoming help desk requests in context against customer object

I've asked about this in May (https://accounts.openerp.com/forum/Help-1/question/19384/) not a single reply.

I'm actually amazed one can describe a module as being a "help desk" without these basics.

Does anybody know of a third party help desk solution (like zendesk, etc.) that integrates well with OpenERP, that I can use instead, before abandoning our OpenERP project?

Thanks.

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I changed the title of your question as it was misleading

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sol
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I was actually considering using it but seeing that this is such a robust software and doesn't contain a good service desk makes me think they are not heading down that direction. I found a service desk module from the community and I had to reinstall openerp 9 times because it kept permanently breaking it. After the 10th time installing it I decided to look into CommitCRM.

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Dave Ellison
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Hi,

I was initially frustrated by the helpdesk and issue module. Fabien mentioned in a thread, they had done all sorts, but never saw a reply to how, that would be awesome ;)

We decided to use the "issues" module from the projects module. We don't use projects, if we did, we would just use the issues module anyway as part of the helpdesk.

What we have is a custom screen, changed stages, a workflow to handle business processes, automatic emails going out on creating the ticket, ability to send an email to a customer from ticket, with ticket reference in subject for re import of any responses. We also have tasks allocated to tickets, for breaking down large jobs.

I have used other helpdesk systems and nothing will compare to a dedicated helpdesk system. But the convinience of having a helpdesk system in your CRM was the best choice for us.

<img src="cid:part1.07070301.09060303@time-tele.com" alt="">
Dave

On 01/04/15 22:36, Ray Carnes wrote:
<blockquote cite="mid:1427924204.161331892013550.907749271623508-openerp-31830-forum.post@accounts-a.odoo.com" type="cite">

I was actually considering using it but seeing that this is such a robust software and doesn't contain a good service desk makes me think they are not heading down that direction. I found a service desk module from the community and I had to reinstall openerp 9 times because it kept permanently breaking it. After the 10th time installing it I decided to look into CommitCRM.

--
sol
Sent by Odoo S.A. using Odoo about Forum Post Does Odoo have an help desk functionality?
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Mario Gielissen
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For a unique ticket (issue) number, this module does it: https://www.odoo.com/apps/modules/8.0/project_issue_code/

8 Answers
4
Best Answer

The project_issue module does everything you need:

  • communication by email with customer or through the issue form
  • kanban to manage the process to solve an issue
  • unique ticket number per issue
  • automated emails on issues stages
  • filter all issues on a specific customer (or add a button on customer form, it takes 10 minutes)
  • SLA's automated actions
  • template of emails for recuring answers
  • integration with timesheets, costs and contracts (to bill on hours for instance)

We use it for our help desk with 30 people working on it, multi-level qualification, automated actions based on time/actions, integration with email, etc.

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Andrius Laukavičius
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I wonder then, what is the point of crm_helpdesk module, if Odoo SA itself uses project_issue module?

Note: crm_helpdesk has been removed in v9

2
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George Mengelberg
Best Answer

There is a pretty nice solution defined by Daniel Reis of Securitas on SlideShare.

http://www.slideshare.net/dreispt/service-management-with-odooopenerpopendays2014danielreis

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James Utru
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I checked this out but I am not sure how he implemented it or how he is proposing or if he has to do it himself.

0
Best Answer

Hello,

You can look here https://www.odoo.com/apps/modules/11.0/website_helpdesk_ticket_bundle/

Regards,

Probuse Consulting Service Pvt Ltd



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0
Best Answer

Has there been any progress on this Helpdesk? Are there any solutions that are an actual help desk?

I am very shocked that with Odoo themselves giving support to customers that they can get by with what Odoo calls a help desk module. I mean I think most of the odoo consultants are doing support of some kind. 

Is there a more robust solution out there? I saw the video in this thread but Its in French and it went really fast so I could not get it, but it looked more like what a help desk should look like.

This thread is old, surely someone has developed something good by now....where are you!

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IBS Group
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We have developed a complete Helpdesk solution that rivals other industry standalone offerings.


You can check out a short video here : http://www.odoo.ma/our-modules/helpdesk-odoo/9


Note: We haven't posted an up to date video yet, the latest version has a lot of new improvements and features.


I believe this is the best existing odoo Helpdesk as of yet.


Feel free to contact us there if you need to check out a live demo.

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Dave Ellison
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Fabien, We have started to use the Issues module and it works fine so far. But some areas you have identified we have not managed to set up so: "kanban to manage the process to solve an issue", can you give an example of what you mean by this? "automated emails on issues stages", how did you do this, as in technically what did you have to do. I have played with email notifications, but never got it working. "SLA's automated actions", how was this configured? Perhaps there should be some work on this module to make it the "helpdesk" module? Also I have made some changes to the view, if you are interested on what we have done to help our business I am happy to share. I can do it here, but perhaps this is not the place. Thanks Dave

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Leonardo Donelli
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regarding automated mails on issues stages, you can do it using email templates and automated actions.

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Jerry P
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The slideshow referenced above is pretty good, but can anyone take it all the way to invoice? ( http://www.slideshare.net/dreispt/service-management-with-odooopenerpopendays2014danielreis )

The slideshow seems to go from Issue -> Service Desk/Project -> Task

Also, where do you specify the client that is requesting the work? It looks like you put the company name in the "Contact" field of the issue?

How do you invoice the time? I see a category called billing, but no further information.

1. How do you "close"/"complete" the task?

2. How do you mark the task/time for billing?

3. Does each client have to have an "Analytic Account/Project" before they can be invoiced? Is there a way to do an invoice without an "Analytic Account/Project"?

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Dare Ojo-Bello
Best Answer

Sol,
If you know what to do, you can implement Odoo HelpDesk any way that suits your business. A proprietary application like CommitCRM will not only cost you money, you won't find the same flexibility that has attracted the millions of users to Odoo.

Dare

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