Hello Odoo Community,

We are looking to implement a structured support process in the Odoo Helpdesk module, similar to the Blueprint functionality in Zoho Desk. In Zoho Desk, a Blueprint allows tickets to move through a predefined workflow based on set conditions, automating actions, approvals, and escalations at different stages. 

We need to achieve the same structured workflow in Odoo Helpdesk, where:

1. Predefined Ticket Flow (Stage Transitions Based on Conditions):
2. • The ticket should move between different stages only when specific conditions are met (e.g., a field is updated, approval is given, or an agent takes action).
   • Stages should be customizable (e.g., New → Assigned → In Progress → Awaiting Customer Response → Resolved → Closed).
   • Some stages should be skippable based on rules, while others should be mandatory.
3. Enforcing Mandatory Fields & Approvals:
4. • Before transitioning a ticket from one stage to another, the system should require specific fields to be filled (e.g., before closing a ticket, the agent must provide a resolution summary).
   • Certain transitions should require manager approvals (e.g., moving a high-priority ticket to "Resolved" may need supervisor confirmation).
5. Automated Actions at Each Stage:
6. • Automatic notifications via email, SMS, or WhatsApp should be triggered when a ticket enters a particular stage.
   • System should auto-assign tickets to the right agent or department based on category, priority, or customer type.
   • When a ticket reaches the "Resolved" stage, an automated customer feedback survey should be sent.
7. Escalation Rules & SLA Tracking:
8. • If a ticket remains in a stage beyond the defined SLA time, it should be automatically escalated to the next level or assigned to a senior agent.
   • Automatic reminders should be sent to agents and managers before SLA breaches.
   • A report/dashboard should track SLA breaches, escalations, and pending actions.
9. Integration with Other Odoo Modules:
10. • If a ticket involves a refund or credit note, it should automatically trigger an entry in Odoo Accounting.
    • If a ticket is related to a subscription issue, it should link with the Odoo Subscription module for easy resolution.
    • Integration with WhatsApp or other communication tools for seamless support.

We would like to know:

1. Does Odoo have a built-in feature similar to Zoho Desk’s Blueprint that allows structured ticket movement based on conditions?
2. If not, is there any custom module available that provides this functionality?
3. Has anyone developed a workflow automation solution for Odoo Helpdesk that can be customized as per business requirements?

We are open to custom development if necessary, but we’d prefer to use an existing module if one is available. Any guidance, module suggestions, or documentation references would be highly appreciated.

Thanks in advance!