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.
I changed the title of your question as it was misleading
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.
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
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?
For a unique ticket (issue) number, this module does it: https://www.odoo.com/apps/modules/8.0/project_issue_code/
Maybe that is helpful:
http://www.odooclass.com/shop/product/learn-how-to-setup-a-help-desk-ticket-system-in-odoo-53?page=4