Helpdesk
Internal or client tickets: deadlines on business hours, portal and help center, in your brand.
A ticket carries a number, a subject, someone asking and a priority. Odoo can keep that list. What it cannot tell you is why a file has been asleep for six days.
This module adds a waiting state independent of the stage: a ticket can be “in progress” on the team's side and blocked at the client's or a third party's. Service deadlines count business hours of the team and pause while the client is the one expected to answer: otherwise the team would carry a delay that is not theirs.
Agents work from their teams' queue, sorted by deadline. Their macros fill in the client's name and warn them if someone answered in the meantime. The Client 360 tab shows the client's other tickets, hour bank and last survey, and the form tells which colleague is looking at it at the same time. Time logged on the ticket draws down the hour bank, with no double entry.
For the client: a public form per team, in your colours, a readable status in the portal, an acknowledgement, reminders when it is their answer that is awaited, a satisfaction survey and a public help center. Emails go out in your brand, in the client's language. ⚠️ Everything is switched on team by team: nothing reaches a client until you have set it up.
The AI triage button proposes a category, a stage, a person and a draft reply, which the agent accepts or dismisses; the ticket's text is sent to the AI model to do so. Two add-ons bring duplicate merging with parent incidents, and a section in the morning digest. Symbifox extends the OCA helpdesk_mgmt module here rather than building a separate product: what comes from Odoo stays Odoo.
Comparable to Zendesk or Freshdesk, small-business flavor
2 add-on modules
Duplicates, merge and incidentsDuplicates flagged at creation, complete merge, parent incidents with a grouped reply.
A client who writes twice opens two tickets, and two people answer them. At creation, the module flags likely duplicates in a banner: same contact, same address or same organization, similar subject. It merges nothing by itself.
The merge is complete: messages, attachments, followers and timesheets move to the kept ticket, internal notes stay internal and both sides keep the trace. ⚠️ It refuses two different clients: merging them would show one the other's messages.
When several clients hit the same cause, a parent incident groups their tickets, and one grouped reply goes to each of them, once per client.
Digest sectionYour open tickets and your helpdesk notifications, in the morning digest.LGPL-3
A Helpdesk section in the daily digest: the reader's open tickets, overdue or at-risk deadlines first, and the helpdesk notifications they chose to receive once a day. The add-on installs itself with the digest, and nothing is lost on a day without a digest: the helpdesk then sends its notifications by its own email.
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