OdooWiki OCA HUB

Helpdesk Ticket Partner Response

helpdesk_ticket_partner_response folder_open OCA/helpdesk open_in_new
Helpdesk License: AGPL-3

Autoupdate ticket stage when a partner posts a message on the ticket from the portal or by sending an email.

auto_awesome What this module does

AI-generated from the code · Odoo 19.0

Automatically moves a helpdesk ticket to a chosen stage when the customer (partner) replies, either from the portal or by email, based on rules configured per helpdesk team.

This module lets each helpdesk team decide that a customer reply should automatically move a ticket forward. On the helpdesk team form there is a new checkbox "Auto Update Ticket Stage" and, when it is ticked, a new "Auto Update Ticket Stage" tab appears where you pick the source stages and the destination stage.

  • When a message is posted on a ticket and the author is the ticket's customer, the ticket is moved from one of the source stages to the destination stage.
  • The same rule applies to incoming emails: when an email from the customer is routed to a ticket, the ticket stage is updated if the team has the option enabled and the ticket is currently in one of the source stages.
  • The email address of the sender is compared with the customer's email (or the customer linked to the sending user) to confirm it is really the customer replying.
  • The source and destination stages are required when the option is enabled.

The module touches the helpdesk team settings screen and the ticket and email-message handling behind the scenes. It does not add new menus; the settings live inside the existing helpdesk team form.

Depends on

helpdesk_mgmt
Models and fields (2)
  • mail.thread · extends an existing model
  • helpdesk.ticket.team · extends an existing modelautoupdate_ticket_stage (Auto Update Ticket Stage), autopupdate_dest_stage_id (Autoupdate Destination Stage), autopupdate_src_stage_ids (Autoupdate Source Stages)

Text generated by AI (DeepSeek) from reading the Odoo 19.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

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

Confirmation status: 4 confirmed, 5 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 19.0

Configuration

Source · Odoo 19.0

Set ticket source and destination stages from where if a message by the partner is posted autopdation have to be triggered. To setup this configuration you have to go to Helpdesk > Settings > Teams > Autoupdate ticket stage

Usage

Source · Odoo 19.0

This module adds the option from helpdesk team to automate the ticket stage update when a partner posts a message on the same ticket. This is useful when exists an specific stage for the tickets that his last update is answer by the partner.

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.