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Learn how to Setup a Help Desk Ticket System in Odoo

Learn to set up an Odoo help desk system that can track issues and assign help tickets to resolve critical problems

Learn to setup an Odoo help desk system that can track issues and assign help tickets that can be used to monitor and track resolution of critical problems.

TOPICS COVERED:
  • Introduction: Learn how to setup a help desk ticket system in Odoo
  • Installing the help desk module and configuring our test environment
  • Creating a new help desk ticket in Odoo
  • Handling help desk requests and changing the status of help desk tickets
  • Using filters and groupings to manage high transaction help desk facilities
  • Tracking references and using the help desk communication features
  • Utilizing the calendar view and drag & drop functionality to organize help desk tickets
  • Installing the Issues & Tracking module for additional help desk functionality
  • Creating an issue and using the help desk through project management
  • Defining custom task stages for issues and help desk tickets
  • Comparing the help desk module to the issue tracking module for help desk management


Using Odoo to setup a help desk

In this video we show you two different methods to setup a help desk within Odoo. The first method uses the basic 'HelpDesk' module which extends the CRM application. This basic help desk ticket system provides you an easy way to track issues by partners (customers, suppliers, employees, etc), manage their priority, set who is responsible for resolution and have visibility of the overall status of the issue.

Odoo's Issue Tracking and integration with projects

The second help desk ticket option we cover takes a different approach. instead of integrating with the CRM system, the Issues and Tracking module ties in with the Project Manager. This allows you to assign help tickets to projects and assign tasks to track completion.

The real value of this help desk is in the integration with Odoo

The built in Odoo help desk applications are easy to use, straight forward, and very simple. There are certainly dedicated help desk software applications with far more features. The beauty however of Odoo's help desk integration is consolidation of your information.


Your Instructor


Greg Moss
Greg Moss

Greg Moss started working with personal computers at 12 years old. At age 15, he wrote his first paid business application, a loan management application for First American Acceptance Corporation. A few months later Greg developed a statistical application to process surveys for John A Logan College. Now more than 30 years later, Greg has produced hundreds of commercial applications and training courses, and has been involved in numerous enterprise application projects.


In addition to completing degrees in Business Administration and Information Systems Design, Greg is a Certified Information Systems Auditor, a Six Sigma Black Belt, and holds an Information Assurance Certification from Carnegie Mellon University. In addition to his successful consulting practice, Greg has worked in positions as a Chief Information Officer (CIO), Chief Executive Officer (CEO), and excels in delivering technology-enabled growth to companies. He is an experienced digital marketer and focuses on real-world results and solutions.

Greg is the founder of First Class Ventures, LLC and OdooClass.com. Over the past 8 years Greg has produced over 200 video courses covering business application development and game design.

Greg is the author of Working with Odoo, Working with Odoo 10, Working with Odoo 11, Working with Odoo 12, and Learn Odoo.


Course Curriculum


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