Odoo Helpdesk, shaped around how your support team actually works.
Customers rarely leave because one question was hard to answer. They leave because a request fell between inboxes, a reply came late, or nobody owned it. Odoo Helpdesk puts every request on one board, with the owner, the deadline and the next step in plain view. Tickets arrive from email, your website and live chat, and route to the right team on their own. Each case connects to the sales orders, invoices and projects behind it, so support reads from the same record as the rest of the business.
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Every request on one board, not across five inboxes.
Every ticket is a card on a board, with the customer, the priority, the assignee and the stage on it. Move it forward as the case progresses. Tickets come in from a shared email alias, a form on your website and live chat, and routing rules send each one to the right team and owner. Emails to and from the customer attach to the card on their own. Recurring answers go out as canned responses, so the team replies in seconds. Sales, support and project all read from one source.
Support that drafts the reply and summarises the thread.
Odoo 19 adds an AI layer to Helpdesk. An AI agent drafts answers from your own knowledge base and past tickets, and you can restrict it to those sources so it does not invent an answer. It condenses a long ticket thread into a few lines, so whoever picks up the case is up to speed in seconds. On live chat, an AI agent handles common questions and hands the conversation to a person when the request needs pricing, an account change or a human decision. The agent stays inside the rules you set, and your team keeps control of what reaches the customer. The AI runs on your data, so it is only as sharp as the knowledge base and ticket history behind it. That is the part we get right first.
We fit Odoo Helpdesk to your support process, not the other way around.
A helpdesk only works when the stages match how your team handles a case and the data is clean enough to trust. We map your support flow, set up the teams, routing rules and SLA targets (SLA, the service level agreement you commit to customers), and connect Helpdesk to the sales orders, invoices, projects and website around it. If you already run Odoo Helpdesk and tickets still slip, we audit what is there and put the foundation back under it. You work with a local team, backed by 280+ Odoo specialists across five European countries.
Everything you need to know about Odoo Helpdesk.
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Odoo 19 adds an AI layer. An AI agent drafts replies from your knowledge base and can be restricted to those sources, AI summarises long ticket threads, and an AI agent can answer common live chat questions and escalate to a person when needed.
Through a shared email alias, a form on your website, and live chat. Each channel can create a ticket and routing rules assign it to the right team and owner automatically.
An SLA (service level agreement) sets the response or resolution time you commit to, per team, priority or ticket type. Odoo tracks each ticket against its target and flags the ones at risk, so deadlines are visible rather than discovered late.
Yes. Emails attach to the ticket, live chat conversations can become tickets, and a self-service help center with knowledge base articles lets customers solve common questions before they open one. Canned responses speed up the replies that stay manual.
A ticket links to the customer’s orders and invoices, so after-sales actions like a refund, a return or a repair start from the same record. Time spent on a ticket can be logged and billed through a sales order, and complex work can move into a project. Support and finance read the same data.
Yes. We audit the team setup, routing, SLA rules, data quality and integrations, then rebuild the parts that stop people using it: stages that match the real support motion, clean data, and the automation that removes manual sorting.
See what Odoo Helpdesk could look like for your support team.
A first conversation to understand how you support customers today and where Odoo Helpdesk fits.