Introduction 

We’re excited to support your journey with our Helpdesk system! This guide will walk you through everything you need to know to manage tickets efficiently, resolve issues quickly, and keep communication clear and transparent.

Whether you’re handling customer queries, managing a team, or resolving operational challenges, our Helpdesk provides the tools to streamline your workflow. Picture this: Jane, a star team member, is overwhelmed by growing customer inquiries. Without a system, tasks pile up, and issues fall through the cracks. With Odoo Helpdesk, Jane can track, prioritize, and resolve tickets effortlessly, delivering exceptional customer service every time.

In this guide, you’ll find: 

• Ticket Management 
• availability and Workflow ​
• Time Registration
• pricing and options 
• Support Options

Helpdesk isn’t just about resolving problems—it’s about building trust and ensuring operational excellence. Let’s get started!

How to Register a Ticket 

1. Receive a New Ticket:
   • Notifications are sent to Helpdesk Team members only.
   • Helpdesk assesses whether the issue can be resolved or needs to be assigned.
2. Access Tickets:
   • Go to the Helpdesk Module → Tickets → All Tickets.
   • Use filters like "Open" and "Tags" for better organization.
   • Save the filtered view as default for easy access.
3. Ticket Communication: 
   • Use the Log Note:
     • Tag team members using @ (e.g., Customer Success Manager, Customer Success Engineer).
     • Provide updates after each work session.
4. • Communicate with the customer directly if additional information or feedback is needed.
5. Ticket Stages: 
   • Move tickets through these stages: 
     • New → In Progress → Waiting for Customer Information → Waiting for Customer Approval.
   • Only Helpdesk or the customer can close the ticket upon resolution.

Availability and Workflow 

• Dedicate 2 hours daily for ticket resolution; block this time in your calendar one week in advance.
• Update tickets immediately after the scheduled work time.

Time Registration 

• Log time spent on tickets within the assigned task in the Project Module:
  • Navigate to My Tasks → Select the task matching the ticket name → Log your time.

Pricing 

The Helpdesk system operates under a flexible pricing structure to accommodate diverse business needs:

Standard Support:

• Included in most service plans.
• Covers routine issues resolved within agreed SLA limits.

1. Out-of-Scope (OOS) Work: 
   • Complex issues outside the standard scopy incur additional charges.
   • Customers are notified in advance if extra approval or costs are required.
2. Extended Support Options: 
   • Billed hourly or per project.
   • Ideal for non-standard inquiries, consulting, or advanced troubleshooting.
3. Hypercare:
   • Offered post-implementation for a defined period.
   • Ensures dedicated support to stabilize systems and address early challenges.

Support Options

• Standard Support:
  • Routine ticket handling and issue resolution within SLA parameters.
• Extended Support:
  • Custom consulting and advanced troubleshooting.
• Hypercare:
  • Dedicated, high-touch support during critical phases like post-go-live.

Key Benefits:

• Proactive updates and communication.
• Customizable support levels to match your operational requirements.
• Clear pricing and SLA agreements to ensure transparency.