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Helpdesk Management

helpdesk_mgmt folder_open OCA/helpdesk open_in_new
After-Sales License: AGPL-3

This module adds Helpdesk functionality in Odoo.

auto_awesome What this module does

AI-generated from the code · Odoo 19.0

Adds a complete helpdesk to Odoo: users create, assign, track and close support tickets organised by teams, stages, categories, channels and tags, and customers can submit and follow their tickets from the portal.

This module turns Odoo into a support desk. A new Helpdesk menu gives a Dashboard, a ticket list and kanban board, "My Tickets", reporting, plus configuration screens for Teams, Stages, Categories, Channels and Tags.

  • Tickets carry a number, title, description, contact, email, priority, tags, category, channel, team, assigned user and stage. Ticket numbers are generated automatically and the display name shows number plus title.
  • Teams have members, a leader, an email alias (incoming emails create tickets for that team) and counters for open, unassigned, unattended and high-priority tickets. Stages can be marked as closed or unattended, can be limited to certain teams, and can send an email template when a ticket reaches them.
  • Changing the team resets the stage and the assigned user to valid values; choosing a contact fills in the contact name and email; assigning a ticket records the assignment date and moving to a closed stage records the closing date.
  • A "Assign to me" button refuses users who are not members of the ticket's team.
  • Optional settings per company: auto-assign new tickets to the current user, choose whether team and category are selectable or required in the portal form, and enable duplicate tracking with a target stage for duplicates. A wizard marks a ticket as duplicate of another and can move it to that stage.
  • Contacts show ticket counts and a button to open their tickets; the portal offers a ticket list, a new-ticket form with attachments, and closing buttons for stages allowed from the portal.

Depends on

mailportal

Required by other modules

agreement_helpdesk_mgmtai_oca_bridge_helpdesk_mgmthelpdesk_mgmt_accounthelpdesk_mgmt_activityhelpdesk_mgmt_assign_methodhelpdesk_mgmt_crmhelpdesk_mgmt_fieldservicehelpdesk_mgmt_mail_autogenerated_headerhelpdesk_mgmt_mergehelpdesk_mgmt_partner_sequencehelpdesk_mgmt_portal_followerhelpdesk_mgmt_projecthelpdesk_mgmt_ratinghelpdesk_mgmt_salehelpdesk_mgmt_slahelpdesk_mgmt_stage_validationhelpdesk_mgmt_stockhelpdesk_mgmt_team_partnerhelpdesk_mgmt_templatehelpdesk_mgmtsystem_nonconformityhelpdesk_motivehelpdesk_portal_priorityhelpdesk_portal_restrictionhelpdesk_producthelpdesk_ticket_close_inactivehelpdesk_ticket_open_tabhelpdesk_ticket_partner_responsehelpdesk_ticket_relatedhelpdesk_typemaintenance_helpdesk_mgmt

Menus it adds

HelpdeskDashboardTicketsMy TicketsAll TicketsReportingTicketsConfigurationSettingsChannelsCategoriesStagesTeamsTicket Tags
Models and fields (12)
  • ir.http · extends an existing model
  • res.users · extends an existing modelhelpdesk_team_ids
  • res.company · extends an existing modelhelpdesk_mgmt_duplicate_tracking (Enable duplicate ticket tracking.), helpdesk_mgmt_portal_select_team (Select team in Helpdesk portal), helpdesk_mgmt_ticket_auto_assign (Auto assign tickets), helpdesk_mgmt_portal_select_category (Select category in Helpdesk portal), helpdesk_mgmt_portal_team_id_required (Required Team field in Helpdesk portal), helpdesk_mgmt_duplicate_ticket_stage_id (Move duplicate tickets to this stage), helpdesk_mgmt_portal_category_id_required (Required Category field in Helpdesk portal)
  • res.partner · extends an existing modelhelpdesk_ticket_ids (Related tickets), helpdesk_ticket_count (Ticket count), helpdesk_ticket_active_count (Ticket active count), helpdesk_ticket_count_string (Tickets)
  • helpdesk.ticket · new modelname (Title), color (Color Index), active, closed, number (Ticket number), tag_ids (Tags), team_id (Team), user_id (Assigned user), priority, sequence, stage_id (Stage), user_ids (Users), channel_id (Channel), company_id (Company), partner_id (Contact), properties, unattended, category_id (Category), closed_date, description, duplicate_id (Duplicate of), kanban_state, partner_name, assigned_date, duplicate_ids (Duplicate tickets), partner_email (Email), attachment_ids (Media Attachments), duplicate_count, last_stage_update, commercial_partner_id (Commercial Partner)
  • helpdesk.ticket.tag · new modelname, color (Color Index), active, sequence, company_id (Company)
  • res.config.settings · extends an existing modelhelpdesk_mgmt_duplicate_tracking, helpdesk_mgmt_portal_select_team, helpdesk_mgmt_ticket_auto_assign, helpdesk_mgmt_portal_select_category, helpdesk_mgmt_portal_team_id_required, helpdesk_mgmt_duplicate_ticket_stage_id, helpdesk_mgmt_portal_category_id_required
  • helpdesk.ticket.team · new modelname, color (Color Index), active, user_id (Team Leader), alias_id (Email), sequence, user_ids (Members), parent_id (Parent Team), company_id (Company), ticket_ids (Tickets), parent_path, category_ids (Category), complete_name, show_in_portal (Show in portal form), ticket_properties, todo_ticket_count (Number of tickets), todo_ticket_count_unassigned (Number of tickets unassigned), todo_ticket_count_unattended (Number of tickets unattended), todo_ticket_count_high_priority (Number of tickets in high priority)
  • helpdesk.ticket.stage · new modelfold (Folded in Kanban), name (Stage Name), active, closed, sequence, team_ids (Helpdesk Teams), company_id (Company), unattended, description, mail_template_id (Email Template), close_from_portal
  • helpdesk.ticket.channel · new modelname, active, sequence, company_id (Company)
  • helpdesk.ticket.category · new modelname, active, child_id, sequence, parent_id, company_id (Company), parent_path, complete_name, show_in_portal
  • helpdesk.ticket.duplicate.wizard · new modelticket_id, duplicate_of_id, target_stage_id

Text generated by AI (DeepSeek) from reading the Odoo 19.0 code on GitHub; it may contain mistakes, so check the code before deciding. The module is very large and only part of the code was read. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 8 confirmed, 1 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 19.0

Configuration

Source · Odoo 19.0

To configure this module, you need to:

  • Edit or create new channels.
  • Edit or create new categories.
  • Edit or create new stages.
  • Edit or create new teams.
  • Edit or create new tags.

Channels

  • Go to Helpdesk \> Configuration \> Channels to edit or create new channels.
  • Edit or create a channel.
  • Set the name for the channel.
  • You can also Activate or Deactivate channels.

Categories

  • Go to Helpdesk \> Configuration \> Categories to edit or create new categories.
  • Edit or create a new category.
  • Set the name for the category.
  • You can also Activate or Deactivate categories.

Stages

  • Go to Helpdesk \> Configuration \> Stages to edit or create new stages.
  • Edit or create a new stage.
  • Set the name for the stage.
  • Set the sequence order for the stage.
  • You can select an Email template.
  • Mark the Unattended checkbox if the stage contains unattended tickets.
  • Mark the Closed checkbox if the stage contains closed tickets.
  • You can add a description for the stage.
  • You can also Activate or Deactivate stages.

You can also sort the stage sequence if you move up or down the stages in the list view.

Teams

  • Go to Helpdesk \> Configuration \> Teams to edit or create new teams.
  • Edit or create a new team.
  • Set the name for the team.
  • Add the teams members.
  • You can also Activate or Deactivate teams.

Tags

  • Go to Helpdesk \> Configuration \> Ticket Tags to edit or create new tags.
  • Edit or create a new tag.
  • Set the name for the tag.
  • Set the color index for the tag.
  • You can also Activate or Deactivate tags.

Permissions

There are restrictions to read tickets according to the user's permissions set in Helpdesk.

  • User: Personal tickets: User is able to see their tickets (those that are assigned to their user) or those that are no team nor user is assigned.
  • User: Team tickets: User is able to see all the tickets that are assigned to the teams to which he/she belongs or the tickets that are not assigned to any team nor user.
  • User: User is able to see all the tickets.

Usage

Source · Odoo 19.0
  • Go to Helpdesk or Helpdesk \> Dashboard to see the tickets dashboard
  • In the Kanban view, click in the kanban card of a team to see their tickets and create new ones.

To create a new ticket from the kanban view:

  • Press Create button or click on the plus icon at the top of the column of a stage.
  • Set the name or subject for the ticket.
  • Select the team that will manage the ticket.
  • You can select a user to assign the ticket.
  • Set the priority of the ticket.
  • Select the partner, and you can also set the partner name and email.
  • You can select a category and set tags for the ticket.
  • Add a description.
  • You can also attach files to the ticket.

No verified information in OCA: Installation.

info

Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.