Odoo Helpdesk, configured for how you actually operate

No. On Odoo's editions page the Helpdesk row is marked unavailable in Community and available in Enterprise, alongside Knowledge, Field Service, Planning and Studio. Live Chat, Forum and eLearning are in both, so Community can run a help center, but not the ticket pipeline behind it.

No, and it is worth being blunt. The Odoo 18 Helpdesk documentation describes no configuration management database, no change management, no IT asset register and no ITIL problem process. If you need those disciplines, run a dedicated ITSM product and keep Odoo for the customer-facing side.

A policy applies to one team, filtered by priority, tags, customers or services. Its target is a stage the ticket must reach within set working hours, with named stages excluded from the clock. Meeting it turns the tag green; missing it turns the tag red, and it stays red.

Three channels, enabled per team: an email alias that turns the subject line into the ticket title, Live Chat where an agent types the /ticket command mid-conversation, and the website form. There is no voice channel. WhatsApp or a customer app is an integration we build.

Yes. Every acknowledgment email carries a View the ticket link that works without a portal login, and customers who do have portal access find their tickets under My Account. Turn on Closure by Customers and a Close Ticket button appears for them.

Yes. Enable Field Service under After-Sales and name the project it should use; Plan Intervention then opens a field service task with its worksheet template already set, and the customer follows it in the portal. A ticket better suited to sales converts to a CRM opportunity.

Yes, once Timesheets and Time Billing are on the team and a project is named to hold the entries. Odoo creates a Service on Timesheets product invoiced on delivered hours. For prepaid support you add a second service product on a fixed-price policy and invoice the order first.

Yes. After-Sales adds five actions to the ticket: Refund raises a credit note against a posted invoice, Return creates a reverse transfer, Repair opens a repair order with a parts tab, Coupon issues a code from an existing program, and Plan Intervention books the visit.

In the Knowledge application, which is Enterprise only. A team points at one article, and only the articles you explicitly publish reach the website. Agents search Knowledge from inside a ticket, and a clipboard box in an article can be sent as the reply, so repeat answers stay consistent.

Yes. The Odoo ticketing system is the Helpdesk application, which Odoo describes as a ticket-based customer support application. It is multi-channel ticketing: requests arrive through multiple channels (email, live chat and the website form) and land in each team's pipeline in a Kanban view. Priority stars put urgent tickets at the top, and SLA deadlines show the support team what is due next.

Odoo's feature page groups them in three parts. Support tickets: multi-channel intake, teams by workflow or customer, automated assignment, custom pipeline stages and email or SMS updates per stage. Integration: a help center, live chat, a chat bot, refunds, returns, field service tasks, coupon codes and repair orders. Performance: SLAs by customer, priority, team or ticket type, time tracking and billing, reporting and customer ratings. Tags act as ticket categories throughout.

Tick Automatic Assignment on a team and new tickets reach a person without a dispatcher. Odoo offers two balances: an equal number of tickets per person, which ignores current workload, or an equal number of open tickets, which takes it into account. Dispatch tickets based on tags adds skill-based routing: each tag names the people who handle it, so we route tickets by topic. That is automatic routing inside one team; reaching the right team happens at intake, through each team's own alias, chat channel or form.

Yes. Odoo's feature list describes custom pipeline stages, unique to one team or shared, so you can tailor ticket stages to how each queue really works. A stage folded in Kanban marks its tickets closed. Odoo can also attach email or SMS templates to stages, automating emails at different stages of ticket resolution, so customers hear when their ticket status changes.

With two policies on the same team. Odoo's own examples are a policy called 2 Days to Start, whose target stage is In Progress, and one called 8 Hours to Close, which targets Solved. Each deadline counts working hours from the ticket's creation date, using the company calendar unless the policy names other hours. When a ticket matches several policies, the earliest deadline shows first.

In the SLA Status Analysis report, which counts policies failed, in progress and satisfied, grouped by team. Odoo's documentation suggests a line chart of SLAs failed, grouped by SLA deadline per month, week or day, to see which periods carry the most breaches. That report is where SLA enforcement becomes visible: each ticket carries its deadline and a green or red tag, and the failures add up there.

Tickets Analysis, SLA Status Analysis and Customer Ratings. Odoo says Tickets Analysis helps show whether the workload is spread unevenly across support staff, with measures such as Hours to First Response, Working Hours to Close and Rating (1-5). Working Hours to Close is the resolution time measure we read first. SLA Status Analysis also tracks the performance of individual team members against each policy.

Yes, in three forms. Odoo's Helpdesk page lists canned responses in live chat for instant answers and dynamic email templates for the most common responses. Knowledge articles add clipboard boxes an agent can send as the reply from inside the ticket. We write the first set from your sent folder, so four agents stop writing four versions of one answer.

Odoo's Help Center combines Knowledge articles, community forums and eLearning courses on the website, beside the ticket form, and Odoo's Helpdesk page describes linking your FAQ, training videos and presentations on a ticket. That knowledge base integration lets customers find an answer before they raise tickets, and a ticket can be shared to the forum as a post, or a forum post turned into a ticket. It needs the team's visibility set to public. The team's Self-Service section then holds Closure by Customers and Automatic Closing.

Yes, when the Data Cleaning app is installed. Select the duplicate tickets under All Tickets, choose Merge from Actions, and Odoo shows each one's similarity rating before combining them into a single ticket. A merge tidies the queue; it does not create the problem record an ITSM tool would.

Odoo's Helpdesk page says it is free, forever, with unlimited users: that is the One App Free plan, one app on Odoo Online. Odoo's pricing page also counts customers who use the portal as free users, not paying ones. The catch is the rest of this page. Knowledge, Forum, eLearning and the after-sales actions install more apps, and Odoo's help center documentation says a new application on a One-App-Free database starts a 15-day trial; without a paid subscription by the end, the database is no longer accessible. Prices vary by country, so check Odoo's pricing page.

Yes, on the Custom plan. Odoo's pricing page hosts the Standard plan on Odoo Online, which runs no custom modules, and lists Odoo.sh or on-premises hosting under Custom, with Odoo.sh hosting billed on top. The external API that third-party tools call is a Custom-plan feature too. On your own servers, Odoo's documentation says team email aliases need an external mail server.

Yes. Enabling Website Form adds a website helpdesk page with a form Odoo creates automatically, and its fields are edited in the website builder: add a field, map it to a ticket value, make it required or conditional. A default value can prompt for relevant data such as an account number or product number, so customer queries arrive ready to qualify. Odoo publishes the team description on that web form, so it must hold nothing internal.

In the ticket's chatter. Log note keeps an internal note on the ticket, Send message writes to the customer, and both stay in the ticket's history. Odoo's chatter documentation warns that outside contacts can be tagged in an internal log note, so we set a team rule on who gets tagged.

Yes. Odoo describes multiple teams configured and managed in one dashboard. Each team has its own visibility: invited internal users (private), all internal users (company), or invited portal users and all internal users (public). Odoo's own example keeps a financial services team private while customer support runs public. Creating a new team creates its email alias too.

Fully integrated is Odoo's own phrase, and the other Odoo apps each do one job. Live Chat turns conversations into tickets, Knowledge publishes help articles, Accounting issues credit notes from a ticket, and the CRM app takes a converted ticket as a lead or an opportunity. Inventory records a return as a reverse transfer, Field Service and Repairs sit behind the after-sales buttons, and timesheet hours land in a named project, beside the rest of your project management, then bill through a sales order. They share one platform and one database, so the remedy is recorded where the ticket is.

Yes. Odoo's feature list says a chat bot can answer simple questions, capture contact information and create helpdesk tickets without a support agent. It runs a script you write step by step, with conditional answers, and it can be set to answer only when no operator is available, so support agents keep the conversations that need judgment.

The ones that matter are on this page: no native voice channel, no ITSM disciplines, and a team that belongs to one company, so several brands mean several teams. On the One App Free plan, the help center and after-sales options install further apps, which starts a trial and then needs a paid plan. The comparison above shows when those trade-offs are worth making.