Helpdesk & Ticketing
Self-contained ticketing with SLA policies, auto-routing, knowledge base and CSAT
Helpdesk & Ticketing
Self-contained ticketing with SLA policies, auto-routing, knowledge base and CSAT
A self-contained helpdesk application with its own tickets, stages and teams - no Enterprise helpdesk required. SLA policies, scheduled ticket routing, a knowledge base with automatic article suggestions, customer satisfaction surveys, time tracking and canned responses.
Key Features
Self-Contained Ticketing
Tickets with priority, customer, assigned agent, team, configurable stages, tags and chatter. Kanban, list, form and search views with SLA and routing filters and grouping. No Enterprise helpdesk required.
SLA Policies & Escalation
Priority-, customer- and team-specific policies plus a default. Policies are applied on ticket creation. A scheduled job (every 15 min) marks tickets On Track / Warning / Breached and, on breach, raises priority, notifies the team leader by email and posts a chatter note.
Automatic Ticket Routing
A scheduled job (every 5 min) routes unassigned tickets. Optional AI routing via OpenAI (bring your own key) with a keyword / rule-based fallback selects the least-loaded agent on the chosen team, who is then notified by email. By default the router only suggests team and agent for a human to review and apply (EU AI Act Art. 14); set a team to Automatic for direct assignment.
Knowledge Base
Articles with content, summary, category, tags, publish / unpublish, a view counter, helpful votes and computed helpfulness rate. On ticket creation, relevant articles are suggested automatically (AI semantic match via OpenAI embeddings, with a keyword fallback).
Customer Satisfaction (CSAT)
A survey email is sent automatically when a ticket is closed and by a daily scheduled job. The CSAT score and comment are stored on the ticket.
Time Tracking & Canned Responses
Log time per ticket with a billable flag; total and billable time are computed. A canned-response library with shortcut, category, per-team availability and a usage counter speeds up replies.
Team Metrics & Notifications
Per-team 30-day average response and resolution time, SLA compliance rate and open-ticket count. Email notifications for ticket created (customer), ticket assigned (agent), SLA breach (team leader) and CSAT survey.
Screenshots
Canned Responses
Kb Categories
Sla Policies
Stages
Teams
Why Choose This Module
A complete, self-contained helpdesk: tickets, stages and teams with SLA policies, scheduled routing and breach escalation, an article-suggesting knowledge base, CSAT surveys, time tracking and canned responses - all native Odoo, with optional OpenAI for routing and article matching.
Specifications
- Compatible: Odoo 18.0 / 19.0 / 20.0
- License: OPL-1
- Languages: English
- Author: Pokutsoft
- Dependencies: mail, portal, resource
- Support: support@pokutsoft.com
Update date: 2026-09-25
User guides (PDF)
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