Odoo Helpdesk

Deliver responsive customer support with ticket management, SLA tracking, and knowledge base integration.

Enterprise Only

Overview

Support Tickets Handled Where the Rest of Your Business Lives

Odoo Helpdesk turns every support request into a ticket that lands on a kanban board, gets assigned to a team, and moves through stages until it is closed. Requests arrive by email, from a website form, or from the customer portal, and each one keeps its own conversation, attachments, and history. Because the customer record is shared with CRM, Sales, and Invoicing, an agent opening a ticket already sees who the customer is, what they bought, and what they were promised.

One thing to know before you plan an Odoo helpdesk ticketing setup: the native Helpdesk app ships only in the Enterprise edition. On the free Community edition, the equivalent is the helpdesk_mgmt suite maintained by the Odoo Community Association, which covers tickets, teams, stages, categories, portal access, and email intake, with optional add-ons for SLA policies, ratings, timesheets, and project links. It is a mature suite that many support teams run in production, and it is what we install by default.

At Aerya we implement, host, and customize helpdesk workflows for companies across the United States, whether that is the OCA suite on Community or the native app on Enterprise. We set up teams, stages, and email aliases, connect tickets to Timesheets and Invoicing when support hours are billable, and build the reports a support manager checks each week. The goal is a queue the team keeps up with, rather than one more inbox nobody opens.

Key Features

Professional Customer Support

Ticket Management

Multi-channel ticket creation with email, forms, and live chat.

SLA Policies

Define response and resolution time targets with escalations.

Support Teams

Route tickets to specialized teams based on type or customer.

Knowledge Base

Self-service help center with searchable articles.

Customer Portal

Let customers track their tickets and history online.

Support Analytics

Track response times, satisfaction, and team performance.

How It Works

How a Ticket Moves Through Odoo Helpdesk

From the moment a customer writes in to the moment the ticket is closed and, if needed, billed.

Capture the request

A customer emails [email protected], fills in the website form, or opens a ticket from the portal. Odoo creates the ticket automatically, attaches the original message, and matches the sender to an existing customer record when one exists. Nobody copies anything from an inbox into a spreadsheet.

Route it to the right team

Tickets land in the queue of the team that owns that channel or category, for example Billing or Technical. Assignment can be manual, round-robin, or based on workload, and a ticket type or tag tells the agent at a glance what kind of problem it is before they open it.

Work the ticket in one thread

The agent replies from inside the ticket, and the customer gets a normal email they can answer. Internal notes stay hidden from the customer, colleagues can be mentioned for help, and the ticket can be escalated into a project task when the fix needs real development work.

Watch helpdesk SLA deadlines

SLA policies set a target for first response and resolution per team, priority, or ticket type. Tickets that are close to breaching show up highlighted on the board, so the support lead can rebalance the queue before a deadline slips instead of finding out in a monthly report.

Close, rate, and bill if applicable

Once the fix is confirmed the ticket is closed and the customer can leave a satisfaction rating. When support is billed by the hour, the time logged on the ticket flows through Timesheets to an invoice, and dashboards show volume, resolution time, and ratings per team and per agent.

Why Choose It

Helpdesk Benefits

Multi-channel ticket management

SLA tracking and alerts

Support team management

Knowledge base integration

Customer self-service portal

Support analytics dashboard

Industries

TechnologySaaSIT ServicesTelecommunicationsProfessional ServiceseCommerce

Seamless Integration

Works With Other Modules

This module integrates seamlessly with other Odoo applications to create a unified business system.

CRM

Open a ticket with the customer, their contact, and their sales history already attached, and see support load per account from the CRM record.

Project

Escalate a ticket into a project task when a fix needs development work, with the ticket history and customer conversation carried over.

Timesheets

Log support hours on the ticket itself so resolution time is measured accurately and billable time is captured where the work happened.

Invoicing

Turn time logged on tickets into an invoice under a support contract or per-incident rate without re-entering figures.

Community vs Enterprise

Odoo Helpdesk: Community vs Enterprise

The native app is Enterprise-only, but a full ticketing system is available on Community through OCA.

Recommended

Community Edition

Community does not include the native Helpdesk app. What it gets instead is the OCA helpdesk_mgmt suite: tickets from email, form, and portal, support teams, configurable stages, categories and ticket types, customer portal access, plus add-ons for SLA policies, satisfaction ratings, timesheets, and project links. For most support desks we set up, this covers the job at zero licensing cost, and it stays free as the team grows. It is our default recommendation.

Enterprise Edition

Enterprise includes the native Odoo Helpdesk with its own SLA policies, built-in Live Chat and Knowledge integration, ticket rating flows, and closer coupling with Field Service and after-sales actions such as refunds, returns, and repairs from the ticket. If your support depends on live chat, a customer-facing knowledge base, or those after-sales shortcuts, the subscription is the practical route. We will tell you which side of that line you fall on before anything is installed.

Popular OCA Modules

helpdesk_mgmt

The core Community ticketing module: tickets, support teams, stages, categories, email intake, and a customer portal where clients open and follow their own support tickets.

helpdesk_mgmt_sla

Adds SLA policies to OCA tickets so each team can set response and resolution targets and see which tickets are about to miss them.

helpdesk_mgmt_timesheet

Lets agents log hours directly on a ticket, which is the basis for billing support time or for measuring how long each ticket type really takes.

helpdesk_mgmt_rating

Sends a satisfaction survey when a ticket is closed and stores the score on the ticket, so ratings per agent and per team appear in reports.

l10n_us_gaap

A US sample chart of accounts on GAAP lines, so invoices raised for billable support hours post to accounts that match how a US company's books are kept.

l10n_us_mis_financial_report

Profit and loss, balance sheet, and cash-basis MIS report templates for the United States, useful when support revenue and staffing costs roll up into US financial statements.

Extended by OCA Modules

The Odoo Community Association provides additional modules that extend this functionality. We can help you find and implement the right OCA modules for your needs.

Explore OCA

Frequently Asked Questions

Is Odoo Helpdesk available in the Community edition?

No. The native Odoo Helpdesk app is part of the Enterprise edition. On Community, the equivalent is the OCA helpdesk_mgmt suite, which is free, open source, and covers tickets, teams, stages, email intake, and a customer portal. This is what we install by default, with Enterprise as the option when its native features matter to you.

Can customers open support tickets by email?

Yes. Each support team gets an email alias, for example [email protected], and every message sent to it becomes a ticket with the original email attached. Replies from the agent go out as normal emails and the customer’s answers land back on the same ticket. Tickets can also come from a website form or the customer portal.

Does Odoo Helpdesk support SLA policies?

Yes, on both editions. The Enterprise app has SLA policies built in. On Community, the OCA helpdesk_mgmt_sla module adds response and resolution targets per team, priority, or ticket type, and highlights tickets that are about to breach so the queue can be rebalanced in time.

Can we bill customers for support time?

Yes. With Timesheets, agents log hours on the ticket, and those hours flow into Invoicing to be billed under a support contract, a prepaid block of hours, or a per-incident rate. Reports also show how much unbilled time each customer consumes, which is useful when it is time to renew a contract.

Can we move our tickets from Zendesk or Freshdesk?

Yes. Open tickets, customers, and conversation history can be imported from tools like Zendesk, Freshdesk, and Help Scout, and we map your existing queues and statuses to Odoo teams and stages during setup. Closed history is usually imported for reporting, and we agree the cut-over date with you so no request falls between the two systems.

Get Started

Ready to Improve Support?

Let us help you implement Odoo Helpdesk for happier customers.

Free Consultation

Discuss your needs with our Odoo experts

Custom Solution

We design the perfect implementation for you

Go Live

Training, deployment, and ongoing support

Request a Demo

Transform your business with Odoo

Join millions of users who trust Odoo for their business operations.

View Pricing Contact Us