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Odoo v10:Helpdesk Module
Presented by: Odoo Team
IN THIS VIDEO ● Introduction to Odoo ● Odoo v10 ● Odoo v10 Helpdesk Module ● How Helpdesk is different from previous versions? ●Basic Features of Odoo HelpDesk Ticket Management Multiple Channels Email Integration Canned Responses ●Why Odoo?
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Introduction to Odoo ?
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Odoo formerly known as Openerp is a suite of enterprise management applications which includes billing,accounting,man ufacturing,purchasing, warehouse and project management.
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Odoo V10 With It’s Features
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Odoo V10 Just a couple of months ago odoo has launched its new version 10 with all its new features.Odoo 10 is a software where you can find “All Applications Under One Roof”
Odoo V10 Features: Odoo v10 is now there with all its new features in manufacturing and materials requirement.Odoo studio that helps you to code the software on the go with customization as require.Odoo v10 can be easily installed on your existing server or pc with ubuntu,windows or Mac operating system.Other features which are integrated in manufacturing module are quality,maintainence,barcode interface etc.
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Odoo Helpdesk Module
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This module is basically for providing customers support and address the typical issues and queries they have.The Module generates tickets by emails, websites and form or any third party application which are assigned manually or randomly between the teams members .
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How Odoo 10 helpdesk is different from previous versions?
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Odoo helpdesk module was in the form of Project Management in its previous versions.It is different in following ways: The basic functionalities which were missing in the Project Management Module are:1.Issuing a unique ticket no to customer automatically 2.Being able to reply to incoming emails to communicate with customer 3.Seeing all the customer’s incoming helpdesk requests in context against customer object. 8
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Basic Features of Helpdesk Module 1.Ticket Management/Assignation 2.Multiple channels 3.Email Integration 4.Canned Responses
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Ticket Management/Assigning 1.Assigne tickets to the teams in three ways Random,Manual,Balanced 2.Set priorities to the Tickets. 3.Set SLA policies for high priority tickets. 4.Last but not the least Odoo 10 Help Desk also automates Customer satisfaction survey after tickets are solved.
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Multiple Channels This means that customers can create tickets by emails,website or we can connect third party application as well which means that we can integrate odoo help desk with the company’s website.
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Email Integration Email conversations are tracked for every ticket so that users can reply directly via mail without logging into website.Emails are automatically sent when a ticket category is changed or closed by staff
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Tickets through email: Send an email to your configured email account followed by clicking on Fetch now button.
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A Ticket will be created with the same name as incoming email subject Help desk➡All Tickets➡ Tickets
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You can also reply to this email by clicking on ‘New Message’ button which is at the end of the form.
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Tickets through Website: Through website we can generate tickets in a very simple way Go to Odoo website➡Help➡Submit an issue
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Canned Responses: Canned responses enable quick resplies to customers using predefined answers for e.g.”Hello!How may i help you??” and “Thanks for your feedback,Goodbye!”
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Why Odoo ?
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Odoo openerp is a comprehensive suite of business applications including sales,manufacturing,projec t management,warehouse management etc.With more than a thousand installations per day odoo/openerp is one of the most used open source solution in the world.
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