Helpdesk & Ticket Management for Community

Helpdesk & Ticket Management for Community. A helpdesk for Odoo Community: tickets by mail and portal, targets counted in working hours, escalation with a name on it, and safe merges. Said before you buy, because it is the half that decides whether the app fits: In the next few minutes: helpdesk & ticket management for community, then working hours, not wall-clock hours, then the clock stops while you are waiting on the customer, then what counts as an answer, then missing a target has a name on it. Then what this app deliberately does not do, so you can tell before you buy whether it fits.

Everything lives under Helpdesk then Overview then Tickets then Reporting. 1. Copy bambooforge_helpdesk into your addons path and update the app list, or install the ZIP from the Odoo Apps Store. 2.

Install Helpdesk & Ticket Management for Community. 3. Open Helpdesk - its menus are Overview, Tickets, Reporting, Configuration. Helpdesk & Ticket Management for Community.

Odoo Community has no helpdesk. This is one. It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what. Working hours, not wall-clock hours.

Every service target is a number of working hours on the team's own calendar. Four hours promised at 16:00 on a Friday is 11:00 on Monday - one hour left on the Friday, three on the Monday morning - and public holidays on that calendar are skipped like any other closed day. A desk that measures in wall-clock hours reports itself late every weekend and stops being believed within a month. one hour left on the Friday, three on the Monday morning - and public The team falls back to the company calendar when it has none of its own, so a fresh install already counts correctly.

The clock stops while you are waiting on the customer. Mark a stage Waiting on Customer and every running target on a ticket in that stage is paused. When the customer answers, the time spent waiting is measured in working hours and given back: each deadline moves forward by exactly that much. How long a ticket was paused is on the ticket, in hours, so the number can be argued with rather than believed.

The escalation cron knows about the pause too: a paused ticket past its deadline is not reported as late, because you are not late for somebody else's silence. What counts as an answer. The first-reply target is met by a message the customer can read, written by somebody on our side. An internal note is not an answer.

Moving the ticket to another column is not an answer. The customer writing again is not an answer. This is the single most commonly faked number in helpdesk software, and the one a customer can check against their own inbox. Missing a target has a name on it.

When a deadline passes, the target is marked missed once, with how many working hours it went over, and an activity is created for the escalation user of that policy - or the team leader if the policy names nobody. Not a red colour on a list nobody opens. Running the cron again does not pile up a second activity. Reopening starts a new clock, and keeps the old one.

A reopened ticket gets a new resolution target, counted from the reopening, recorded as attempt 2. The rows from attempt 1 are left exactly as they were: last month's report does not change because somebody reopened a ticket in March. The first-reply target is not re-issued. It was promised once and met once; re-issuing it would let a reopen quietly rewrite the number.

Reclassification. Raise a ticket to Urgent and the urgent policy attaches counted from now, not backdated to a creation time when nobody had promised anything. A note goes in the chatter saying so. Targets already running are never withdrawn by editing a tag: a promise made is a promise kept.

The mailbox. Each team has an alias. Mail to it opens a ticket in that team; replies land on the ticket they belong to, because the desk answers through the chatter and the mail headers do the rest. An unknown sender never silently creates a contact.

The name and the address are kept on the ticket, and a human decides whether that is a customer. A helpdesk that creates a partner per inbound mail turns a contact database into a spam trap within a quarter. A receipt, once. A ticket opened by email is answered at once with its number and a link to follow it, so the customer knows the mail arrived and has something to quote.

Per team, on by default, with a template you can replace. It is sent once per ticket and never to a machine: the raw headers are read before the ticket exists, and anything marked Auto-Submitted, Precedence: bulk, a bounce, or a no-reply address gets no receipt. The receipt marks itself the same way. Without both halves, a desk that acknowledges mail acknowledges the out-of-office reply to its own acknowledgement, and two mail servers spend the weekend talking to each other.

Canned responses. Helpdesk -> Configuration -> Canned Responses The answer the desk gives forty times a week, written once. A canned response is HTML with placeholders - {{ object.partner_name }}, {{ object.number }}, {{ object.name }}, {{ object.user_id.name }}, {{ object.team_id.name }}, {{ user.name }} - a shortcut agents type to find it (/fixed), the teams it belongs to (none means every team), and what happens after it is sent: move the ticket to a stage, add tags, or close it with a reason. The complete manual is at docs dot bambooforge dot dev, the demo database is linked from the store page, and support answers within twenty-four hours.

Links are in the description.

Helpdesk & Ticket Management for Community. A helpdesk for Odoo Community: tickets by mail and portal, targets counted in working hours, escalation with a name on it, and safe merges. Odoo Community has no helpdesk. This is one.

It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what. In the next few minutes: helpdesk & ticket management for community, then working hours, not wall-clock hours, then the clock stops while you are waiting on the customer, then what counts as an answer, then missing a target has a name on it. Then what this app deliberately does not do, so you can tell before you buy whether it fits. Everything lives under Helpdesk then Overview then Tickets then Reporting.

Helpdesk & Ticket Management for Community. Odoo Community has no helpdesk. This is one. It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what.

Working hours, not wall-clock hours. Every service target is a number of working hours on the team's own calendar. Four hours promised at 16:00 on a Friday is 11:00 on Monday - one hour left on the Friday, three on the Monday morning - and public holidays on that calendar are skipped like any other closed day. A desk that measures in wall-clock hours reports itself late every weekend and stops being believed within a month.

one hour left on the Friday, three on the Monday morning - and public The team falls back to the company calendar when it has none of its own, so a fresh install already counts correctly. The clock stops while you are waiting on the customer. Mark a stage Waiting on Customer and every running target on a ticket in that stage is paused. When the customer answers, the time spent waiting is measured in working hours and given back: each deadline moves forward by exactly that much.

How long a ticket was paused is on the ticket, in hours, so the number can be argued with rather than believed. The escalation cron knows about the pause too: a paused ticket past its deadline is not reported as late, because you are not late for somebody else's silence. What counts as an answer. The first-reply target is met by a message the customer can read, written by somebody on our side.

An internal note is not an answer. Moving the ticket to another column is not an answer. The customer writing again is not an answer. This is the single most commonly faked number in helpdesk software, and the one a customer can check against their own inbox.

Missing a target has a name on it. When a deadline passes, the target is marked missed once, with how many working hours it went over, and an activity is created for the escalation user of that policy - or the team leader if the policy names nobody. Not a red colour on a list nobody opens. Running the cron again does not pile up a second activity.

Reopening starts a new clock, and keeps the old one. A reopened ticket gets a new resolution target, counted from the reopening, recorded as attempt 2. The rows from attempt 1 are left exactly as they were: last month's report does not change because somebody reopened a ticket in March. The first-reply target is not re-issued.

It was promised once and met once; re-issuing it would let a reopen quietly rewrite the number. Reclassification. Raise a ticket to Urgent and the urgent policy attaches counted from now, not backdated to a creation time when nobody had promised anything. A note goes in the chatter saying so.

Targets already running are never withdrawn by editing a tag: a promise made is a promise kept. The mailbox. Each team has an alias. Mail to it opens a ticket in that team; replies land on the ticket they belong to, because the desk answers through the chatter and the mail headers do the rest.

An unknown sender never silently creates a contact. The name and the address are kept on the ticket, and a human decides whether that is a customer. A helpdesk that creates a partner per inbound mail turns a contact database into a spam trap within a quarter. A receipt, once.

A ticket opened by email is answered at once with its number and a link to follow it, so the customer knows the mail arrived and has something to quote. Per team, on by default, with a template you can replace. It is sent once per ticket and never to a machine: the raw headers are read before the ticket exists, and anything marked Auto-Submitted, Precedence: bulk, a bounce, or a no-reply address gets no receipt. The receipt marks itself the same way.

Without both halves, a desk that acknowledges mail acknowledges the out-of-office reply to its own acknowledgement, and two mail servers spend the weekend talking to each other. Agents and managers. An Agent works tickets: reads, answers, moves and closes them. An agent cannot delete a ticket and cannot change teams, stages or targets.

A Manager does all that, plus configuration, plus deleting - which is refused on a closed ticket unless it is a manager doing it, because a closed ticket is history. The complete manual is at docs dot bambooforge dot dev, the demo database is linked from the store page, and support answers within twenty-four hours. Links are in the description.

Helpdesk & Ticket Management for Community. A helpdesk for Odoo Community: tickets by mail and portal, targets counted in working hours, escalation with a name on it, and safe merges. Odoo Community has no helpdesk. This is one.

It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what. In the next few minutes: helpdesk & ticket management for community, then working hours, not wall-clock hours, then the clock stops while you are waiting on the customer, then what counts as an answer, then missing a target has a name on it. Then what this app deliberately does not do, so you can tell before you buy whether it fits. Everything lives under Helpdesk then Overview then Tickets then Reporting.

Helpdesk & Ticket Management for Community. Odoo Community has no helpdesk. This is one. It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what.

Working hours, not wall-clock hours. Every service target is a number of working hours on the team's own calendar. Four hours promised at 16:00 on a Friday is 11:00 on Monday - one hour left on the Friday, three on the Monday morning - and public holidays on that calendar are skipped like any other closed day. A desk that measures in wall-clock hours reports itself late every weekend and stops being believed within a month.

one hour left on the Friday, three on the Monday morning - and public The team falls back to the company calendar when it has none of its own, so a fresh install already counts correctly. The clock stops while you are waiting on the customer. Mark a stage Waiting on Customer and every running target on a ticket in that stage is paused. When the customer answers, the time spent waiting is measured in working hours and given back: each deadline moves forward by exactly that much.

How long a ticket was paused is on the ticket, in hours, so the number can be argued with rather than believed. The escalation cron knows about the pause too: a paused ticket past its deadline is not reported as late, because you are not late for somebody else's silence. What counts as an answer. The first-reply target is met by a message the customer can read, written by somebody on our side.

An internal note is not an answer. Moving the ticket to another column is not an answer. The customer writing again is not an answer. This is the single most commonly faked number in helpdesk software, and the one a customer can check against their own inbox.

Missing a target has a name on it. When a deadline passes, the target is marked missed once, with how many working hours it went over, and an activity is created for the escalation user of that policy - or the team leader if the policy names nobody. Not a red colour on a list nobody opens. Running the cron again does not pile up a second activity.

Reopening starts a new clock, and keeps the old one. A reopened ticket gets a new resolution target, counted from the reopening, recorded as attempt 2. The rows from attempt 1 are left exactly as they were: last month's report does not change because somebody reopened a ticket in March. The first-reply target is not re-issued.

It was promised once and met once; re-issuing it would let a reopen quietly rewrite the number. Reclassification. Raise a ticket to Urgent and the urgent policy attaches counted from now, not backdated to a creation time when nobody had promised anything. A note goes in the chatter saying so.

Targets already running are never withdrawn by editing a tag: a promise made is a promise kept. The mailbox. Each team has an alias. Mail to it opens a ticket in that team; replies land on the ticket they belong to, because the desk answers through the chatter and the mail headers do the rest.

An unknown sender never silently creates a contact. The name and the address are kept on the ticket, and a human decides whether that is a customer. A helpdesk that creates a partner per inbound mail turns a contact database into a spam trap within a quarter. A receipt, once.

A ticket opened by email is answered at once with its number and a link to follow it, so the customer knows the mail arrived and has something to quote. Per team, on by default, with a template you can replace. It is sent once per ticket and never to a machine: the raw headers are read before the ticket exists, and anything marked Auto-Submitted, Precedence: bulk, a bounce, or a no-reply address gets no receipt. The receipt marks itself the same way.

Without both halves, a desk that acknowledges mail acknowledges the out-of-office reply to its own acknowledgement, and two mail servers spend the weekend talking to each other. Agents and managers. An Agent works tickets: reads, answers, moves and closes them. An agent cannot delete a ticket and cannot change teams, stages or targets.

A Manager does all that, plus configuration, plus deleting - which is refused on a closed ticket unless it is a manager doing it, because a closed ticket is history. The complete manual is at docs dot bambooforge dot dev, the demo database is linked from the store page, and support answers within twenty-four hours. Links are in the description.

Helpdesk & Ticket Management for Community. A helpdesk for Odoo Community: tickets by mail and portal, targets counted in working hours, escalation with a name on it, and safe merges. Odoo Community has no helpdesk. This is one.

It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what. In the next few minutes: helpdesk & ticket management for community, then working hours, not wall-clock hours, then the clock stops while you are waiting on the customer, then what counts as an answer, then missing a target has a name on it. Then what this app deliberately does not do, so you can tell before you buy whether it fits. Everything lives under Helpdesk then Overview then Tickets then Reporting.

Helpdesk & Ticket Management for Community. Odoo Community has no helpdesk. This is one. It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what.

Working hours, not wall-clock hours. Every service target is a number of working hours on the team's own calendar. Four hours promised at 16:00 on a Friday is 11:00 on Monday - one hour left on the Friday, three on the Monday morning - and public holidays on that calendar are skipped like any other closed day. A desk that measures in wall-clock hours reports itself late every weekend and stops being believed within a month.

one hour left on the Friday, three on the Monday morning - and public The team falls back to the company calendar when it has none of its own, so a fresh install already counts correctly. The clock stops while you are waiting on the customer. Mark a stage Waiting on Customer and every running target on a ticket in that stage is paused. When the customer answers, the time spent waiting is measured in working hours and given back: each deadline moves forward by exactly that much.

How long a ticket was paused is on the ticket, in hours, so the number can be argued with rather than believed. The escalation cron knows about the pause too: a paused ticket past its deadline is not reported as late, because you are not late for somebody else's silence. What counts as an answer. The first-reply target is met by a message the customer can read, written by somebody on our side.

An internal note is not an answer. Moving the ticket to another column is not an answer. The customer writing again is not an answer. This is the single most commonly faked number in helpdesk software, and the one a customer can check against their own inbox.

Missing a target has a name on it. When a deadline passes, the target is marked missed once, with how many working hours it went over, and an activity is created for the escalation user of that policy - or the team leader if the policy names nobody. Not a red colour on a list nobody opens. Running the cron again does not pile up a second activity.

Reopening starts a new clock, and keeps the old one. A reopened ticket gets a new resolution target, counted from the reopening, recorded as attempt 2. The rows from attempt 1 are left exactly as they were: last month's report does not change because somebody reopened a ticket in March. The first-reply target is not re-issued.

It was promised once and met once; re-issuing it would let a reopen quietly rewrite the number. Reclassification. Raise a ticket to Urgent and the urgent policy attaches counted from now, not backdated to a creation time when nobody had promised anything. A note goes in the chatter saying so.

Targets already running are never withdrawn by editing a tag: a promise made is a promise kept. The mailbox. Each team has an alias. Mail to it opens a ticket in that team; replies land on the ticket they belong to, because the desk answers through the chatter and the mail headers do the rest.

An unknown sender never silently creates a contact. The name and the address are kept on the ticket, and a human decides whether that is a customer. A helpdesk that creates a partner per inbound mail turns a contact database into a spam trap within a quarter. A receipt, once.

A ticket opened by email is answered at once with its number and a link to follow it, so the customer knows the mail arrived and has something to quote. Per team, on by default, with a template you can replace. It is sent once per ticket and never to a machine: the raw headers are read before the ticket exists, and anything marked Auto-Submitted, Precedence: bulk, a bounce, or a no-reply address gets no receipt. The receipt marks itself the same way.

Without both halves, a desk that acknowledges mail acknowledges the out-of-office reply to its own acknowledgement, and two mail servers spend the weekend talking to each other. Agents and managers. An Agent works tickets: reads, answers, moves and closes them. An agent cannot delete a ticket and cannot change teams, stages or targets.

A Manager does all that, plus configuration, plus deleting - which is refused on a closed ticket unless it is a manager doing it, because a closed ticket is history. The complete manual is at docs dot bambooforge dot dev, the demo database is linked from the store page, and support answers within twenty-four hours. Links are in the description.

Helpdesk & Ticket Management for Community. A helpdesk for Odoo Community: tickets by mail and portal, targets counted in working hours, escalation with a name on it, and safe merges. Odoo Community has no helpdesk. This is one.

It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what. In the next few minutes: helpdesk & ticket management for community, then working hours, not wall-clock hours, then the clock stops while you are waiting on the customer, then what counts as an answer, then missing a target has a name on it. Then what this app deliberately does not do, so you can tell before you buy whether it fits. Everything lives under Helpdesk then Overview then Tickets then Reporting.

Helpdesk & Ticket Management for Community. Odoo Community has no helpdesk. This is one. It is built around the three things that decide whether a support desk is trusted rather than merely installed: the clock, the mailbox, and who can read what.

Working hours, not wall-clock hours. Every service target is a number of working hours on the team's own calendar. Four hours promised at 16:00 on a Friday is 11:00 on Monday - one hour left on the Friday, three on the Monday morning - and public holidays on that calendar are skipped like any other closed day. A desk that measures in wall-clock hours reports itself late every weekend and stops being believed within a month.

one hour left on the Friday, three on the Monday morning - and public The team falls back to the company calendar when it has none of its own, so a fresh install already counts correctly. The clock stops while you are waiting on the customer. Mark a stage Waiting on Customer and every running target on a ticket in that stage is paused. When the customer answers, the time spent waiting is measured in working hours and given back: each deadline moves forward by exactly that much.

How long a ticket was paused is on the ticket, in hours, so the number can be argued with rather than believed. The escalation cron knows about the pause too: a paused ticket past its deadline is not reported as late, because you are not late for somebody else's silence. What counts as an answer. The first-reply target is met by a message the customer can read, written by somebody on our side.

An internal note is not an answer. Moving the ticket to another column is not an answer. The customer writing again is not an answer. This is the single most commonly faked number in helpdesk software, and the one a customer can check against their own inbox.

Missing a target has a name on it. When a deadline passes, the target is marked missed once, with how many working hours it went over, and an activity is created for the escalation user of that policy - or the team leader if the policy names nobody. Not a red colour on a list nobody opens. Running the cron again does not pile up a second activity.

Reopening starts a new clock, and keeps the old one. A reopened ticket gets a new resolution target, counted from the reopening, recorded as attempt 2. The rows from attempt 1 are left exactly as they were: last month's report does not change because somebody reopened a ticket in March. The first-reply target is not re-issued.

It was promised once and met once; re-issuing it would let a reopen quietly rewrite the number. Reclassification. Raise a ticket to Urgent and the urgent policy attaches counted from now, not backdated to a creation time when nobody had promised anything. A note goes in the chatter saying so.

Targets already running are never withdrawn by editing a tag: a promise made is a promise kept. The mailbox. Each team has an alias. Mail to it opens a ticket in that team; replies land on the ticket they belong to, because the desk answers through the chatter and the mail headers do the rest.

An unknown sender never silently creates a contact. The name and the address are kept on the ticket, and a human decides whether that is a customer. A helpdesk that creates a partner per inbound mail turns a contact database into a spam trap within a quarter. A receipt, once.

A ticket opened by email is answered at once with its number and a link to follow it, so the customer knows the mail arrived and has something to quote. Per team, on by default, with a template you can replace. It is sent once per ticket and never to a machine: the raw headers are read before the ticket exists, and anything marked Auto-Submitted, Precedence: bulk, a bounce, or a no-reply address gets no receipt. The receipt marks itself the same way.

Without both halves, a desk that acknowledges mail acknowledges the out-of-office reply to its own acknowledgement, and two mail servers spend the weekend talking to each other. Agents and managers. An Agent works tickets: reads, answers, moves and closes them. An agent cannot delete a ticket and cannot change teams, stages or targets.

A Manager does all that, plus configuration, plus deleting - which is refused on a closed ticket unless it is a manager doing it, because a closed ticket is history. The complete manual is at docs dot bambooforge dot dev, the demo database is linked from the store page, and support answers within twenty-four hours. Links are in the description.