Shopee Connector configuration

# Shopee Connector configuration

Odoo allows users to synchronize with Shopee Seller account in the database, but users must have a registered Shopee Seller account and a Shopee Open account prior to completing the
configuration.
Set up an Open Shopee account by first going to the Shopee Open Platform , and click the Get Access (Now) button located in the
middle of the page.
Use the Open Shopee Developer Guide , and follow the
registration process. Once all done, proceed to follow the instructions below to register and link
the Open Shopee account in Odoo.
Shopee Open Platform access and seller account requirements are regionally specific . This
means the rules, qualifications, and processes differ from country to country. Before proceeding
with Odooâs Shopee Connector setup, verify the requirements for your specific Shopee region.
- Shopee Seller Status & Business Type: You must have an active Shopee seller account
(Individual or Registered Business). Your eligibility depends on your region and business
registration.
Shopee Seller Status & Business Type: You must have an active Shopee seller account
(Individual or Registered Business). Your eligibility depends on your region and business
registration.
- Order Volume/Seller Tier (If Applicable): Many regions require a minimum number of orders
within a specific time frame or a certain seller tier (e.g., Mall, Preferred, Managed) to
access the Open Platform.
Order Volume/Seller Tier (If Applicable): Many regions require a minimum number of orders
within a specific time frame or a certain seller tier (e.g., Mall, Preferred, Managed) to
access the Open Platform.
- Identify your Shopee region.
Identify your Shopee region.
- Locate the official Shopee documentation for your region. Open Shopee Developer Guide
Locate the official Shopee documentation for your region. Open Shopee Developer Guide
- Carefully review the requirements for seller accounts and Open Platform access in your
region.
Carefully review the requirements for seller accounts and Open Platform access in your
region.
- Ensure your Shopee account meets all the necessary criteria before proceeding with the
Odoo Shopee Connector configuration.
Ensure your Shopee account meets all the necessary criteria before proceeding with the
Odoo Shopee Connector configuration.

## Connect Shopee seller account to Odoo

Install the Shopee Connector ( sale_shoppe ) by going to Apps .
`sale_shoppe`
Then connect your Shopee Open account by navigating to Sales app â£ Configuration
â£ Shopee â£ Accounts .
From here, click New to create to link a new Shopee account.
Then, in the Credentials tab, select the appropriate API Endpoint from the
drop-down menu.
Shopee offers several API endpoints for production and testing. Selecting the correct endpoint
is crucial for successful integration. Choose the endpoint that corresponds to your marketplace
location.
- Shopee Production Endpoint (Singapore) : This is the primary endpoint for sellers in
most APAC countries. Select this option unless you are specifically operating within mainland
China or Brazil.
Shopee Production Endpoint (Singapore) : This is the primary endpoint for sellers in
most APAC countries. Select this option unless you are specifically operating within mainland
China or Brazil.
- Shopee Production Endpoint (China) : This endpoint is exclusively for sellers
operating within mainland China. It is designed to comply with local regulations and business
practices.
Shopee Production Endpoint (China) : This endpoint is exclusively for sellers
operating within mainland China. It is designed to comply with local regulations and business
practices.
- Shopee Production Endpoint (Brazil) : This endpoint is dedicated to sellers
operating within Brazil. Select this option if your Shopee store is based in Brazil.
Shopee Production Endpoint (Brazil) : This endpoint is dedicated to sellers
operating within Brazil. Select this option if your Shopee store is based in Brazil.
- Shopee Testing Endpoint : This endpoint is for development and testing purposes
only. Use it to simulate interactions with the Shopee API without affecting your live data. Do not use this endpoint for production.
Shopee Testing Endpoint : This endpoint is for development and testing purposes
only. Use it to simulate interactions with the Shopee API without affecting your live data. Do not use this endpoint for production.
- Shopee Testing Endpoint (China) :  Similar to the general testing endpoint, this one
is specifically for testing integrations related to the China-specific production endpoint. Do not use this endpoint for production.
Shopee Testing Endpoint (China) :  Similar to the general testing endpoint, this one
is specifically for testing integrations related to the China-specific production endpoint. Do not use this endpoint for production.
After selecting the correct API Endpoint in the Credentials form, input your Open
Shopee Partner ID and Partner Key in the corresponding fields. Then click Save And Authorize .
Youâll need your Open Shopee Partner ID and Partner Key to complete this
step. Hereâs how to find them in the Shopee Open Platform:
- Log in to the Shopee Open Platform: Log in with the
credentials you used to register your Open Shopee account.
Log in to the Shopee Open Platform: Log in with the
credentials you used to register your Open Shopee account.
- Navigate to App Management: Go to the App Management section, then select App List .
Navigate to App Management: Go to the App Management section, then select App List .
- Select your app: Choose the specific app you want to synchronize with Odoo (either your
test app or your production app).
Select your app: Choose the specific app you want to synchronize with Odoo (either your
test app or your production app).
- Find your credentials: Within the app details, youâll find your Partner ID and Partner
Key. These are the values youâll need to copy and paste into the corresponding fields in
Odoo.
Find your credentials: Within the app details, youâll find your Partner ID and Partner
Key. These are the values youâll need to copy and paste into the corresponding fields in
Odoo.
- Copy carefully: Copy the Partner ID and Partner Key accurately, without any extra spaces
or characters. These are case-sensitive.
Copy carefully: Copy the Partner ID and Partner Key accurately, without any extra spaces
or characters. These are case-sensitive.
- Keep your key secure: Your Partner Key is sensitive information. Do not share it with
anyone. Treat it like a password.
Keep your key secure: Your Partner Key is sensitive information. Do not share it with
anyone. Treat it like a password.

## Authorization and account registration

After entering connecting the Shoppe Seller account to Odoo , the authorization
process begins.

### Shopee seller account selection/login

Upon clicking Save and Authorize , Odoo redirects to the Shopee seller account selection
page.
- Already logged in: If you are already logged in to a Shopee account, your email address or
username will be displayed. Click on your account to proceed.
Already logged in: If you are already logged in to a Shopee account, your email address or
username will be displayed. Click on your account to proceed.
- Not logged in: If you are not logged in, you will be prompted to enter the credentials
(email/username and password) of the Shopee seller account you wish to connect to Odoo.
Not logged in: If you are not logged in, you will be prompted to enter the credentials
(email/username and password) of the Shopee seller account you wish to connect to Odoo.

### Granting access to Odoo

After selecting or logging into your Shopee seller account, you will be directed to the
authorization (or consent) page. Here, confirm that you allow Shopee to grant Odoo access to your
account and related data. This step is essential for the integration to function correctly.

## Account registration and Shopee shop creation

Upon confirming access, Shopee redirects you back to Odoo. An indicator appears, confirming that
your Shopee account has been successfully registered.

### Post-synchronization configuration

After the redirection, you should perform the following steps within Odoo:
- Rename the Shopee Account (Optional): The newly created Shopee account in Odoo will likely
have a default name. You can rename it to something more descriptive (e.g., the name of your
Shopee shop) for easier management.
Rename the Shopee Account (Optional): The newly created Shopee account in Odoo will likely
have a default name. You can rename it to something more descriptive (e.g., the name of your
Shopee shop) for easier management.
- Set the Last Order Synchronization Date: This setting determines the starting point for
fetching orders from Shopee. Choose a date from which you want Odoo to retrieve past orders.
Set the Last Order Synchronization Date: This setting determines the starting point for
fetching orders from Shopee. Choose a date from which you want Odoo to retrieve past orders.
- Configure Inventory Synchronization: Decide whether you want to synchronize your product
inventory between Odoo and Shopee. Enable the Synchronize Inventory option to
automatically push stock updates from Odoo to Shopee. Disabling this option prevents automatic
inventory updates.
Configure Inventory Synchronization: Decide whether you want to synchronize your product
inventory between Odoo and Shopee. Enable the Synchronize Inventory option to
automatically push stock updates from Odoo to Shopee. Disabling this option prevents automatic
inventory updates.
- Assign a Default Sales Team: Assign a default sales team to your Shopee account in Odoo.
This helps with reporting and order management.
Assign a Default Sales Team: Assign a default sales team to your Shopee account in Odoo.
This helps with reporting and order management.
With the Shopee account successfully registered, the marketplaces available with this specific
account can later be synchronized the exact same way, and listed under the Shops button.

## Shopee orders in Odoo

When a Shopee order is synchronized, only lines for items are created on the sales order in Odoo.
Each one represents one for the product that was sold on Shopee.
Any necessary price reconciliation related to shipping or income versus fees can be managed later
using Shopeeâs weekly / monthly financial reports, which can then be imported into the Odoo Accounting app.
The selection of a database product for a sales order item is done by matching its Internal Reference (a customizable product reference identifier in Odoo, like FURN001 )
with the Shopee SKU .
`FURN001`
If no database product with a matching internal reference is found for a given Shopee SKU , then a default database product, Shopee Item .
To modify default products, activate the developer mode , and navigate to Sales app â£ Configuration â£ Settings . In the Connectors section,
under Shopee Sync , find the Default Products .

## Product tax configuration

To allow for tax reporting of Shopee sales with Odoo, the taxes applied to the sales order items are
those set on the product, or determined by the fiscal position .
Make sure to have the correct taxes set on your products in Odoo, or have it done by a fiscal
position, to avoid discrepancies in the subtotals between Shopee Seller Central and Odoo.
As shopee does not necessarily apply the same taxes as those configured in Odoo, it may happen
that order totals differ by a few cents between Odoo and Shopee Seller Central . Those
differences can be resolved with a write-off when reconciling the payments in Odoo.

## Add a new marketplace

To add a new marketplace, follow these steps:
- Navigate to Shopee Accounts: Go to Sales â£ Configuration â£ Accounts .
Navigate to Shopee Accounts: Go to Sales â£ Configuration â£ Accounts .
- Create a New Shopee Account: Click New to create a new Shopee marketplace
account.
Create a New Shopee Account: Click New to create a new Shopee marketplace
account.
- Select the API Endpoint: Choose the appropriate API endpoint for your local market.
(Typically, this will be Shopee Production Endpoint (Singapore) unless you are
operating in mainland China or Brazil. Refer to the documentation for details on endpoint
selection).
Select the API Endpoint: Choose the appropriate API endpoint for your local market.
(Typically, this will be Shopee Production Endpoint (Singapore) unless you are
operating in mainland China or Brazil. Refer to the documentation for details on endpoint
selection).
- Enter Credentials: Your Partner ID and Partner Key are the same as
those linked to your unique Open Shopee account. Enter these values in the corresponding fields.
Enter Credentials: Your Partner ID and Partner Key are the same as
those linked to your unique Open Shopee account. Enter these values in the corresponding fields.
- Name Your Shop: Give the new shop a descriptive name (e.g., Shopee Philippines ) to identify
it later.
Name Your Shop: Give the new shop a descriptive name (e.g., Shopee Philippines ) to identify
it later.
`ShopeePhilippines`
- Assign a Sales Team: Assign a relevant sales team (e.g., Shopee Sales Philippines ) to
enable advanced reporting capabilities.
Assign a Sales Team: Assign a relevant sales team (e.g., Shopee Sales Philippines ) to
enable advanced reporting capabilities.
`ShopeeSalesPhilippines`
- Synchronize Your Account: If none of your existing marketplaces are listed, click Log in with another account to synchronize a new one. This will initiate the Shopee
authorization process.
Synchronize Your Account: If none of your existing marketplaces are listed, click Log in with another account to synchronize a new one. This will initiate the Shopee
authorization process.

### Automatic synchronization

Newly added marketplaces are automatically added to the list of synchronized marketplaces. If a new
marketplace does not appear in the list after synchronization, it indicates that the marketplace
is either incompatible with the Shopee Open Platform or unavailable for your specific seller
account. Consult the Shopee Open Platform documentation or contact their support for further
assistance.
While Odoo allows creating the same Shopee shop multiple times, only one instance will function
due to token limitations. To avoid order management issues, synchronize each shop only once. For
connection updates, manually fetch orders first before re-establishing the connection.
- Shopee supported features and marketplaces
Shopee supported features and marketplaces
- Shopee order management
Shopee order management


Helpdesk

# Helpdesk

Odoo Helpdesk is a ticket-based customer support application. Multiple teams can be configured
and managed in one dashboard, each with their own pipeline for tickets submitted by customers.
Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve
customer issues quickly and efficiently.

## Create a Helpdesk team

To view or modify Helpdesk teams, go to Helpdesk app â£ Configuration â£
Helpdesk Teams . To create a new team, click the New button on the top-left of the
dashboard.
On the blank Helpdesk team form, enter a Name for the new team. Then, enter a
description of the team in the field below the team name, if desired. To change the company this
team is assigned to, select it from the Company drop-down menu.
The team description is published on the public facing website form , where customers and portal users submit tickets. The
description included in this field should not include any information that is for internal
use only.

### Visibility & Assignment

The Visibility settings alter which internal users and portal users have access to this team and
its tickets. The Assignment settings alter how users are assigned to handle each ticket.

#### Determine team visibility

Under the Visibility section, select one of the following options to determine who can
view this team and its tickets:
- Invited internal users (private) : Internal users can access the team and the tickets
they are following. This access can be modified on each ticket individually by adding or removing
the user as a follower. Internal users are considered invited once they are added as followers
to an individual ticket, or to the team itself .
Invited internal users (private) : Internal users can access the team and the tickets
they are following. This access can be modified on each ticket individually by adding or removing
the user as a follower. Internal users are considered invited once they are added as followers
to an individual ticket, or to the team itself .
- All internal users (company) : All internal users can access the team and all of its
tickets.
All internal users (company) : All internal users can access the team and all of its
tickets.
- Invited portal users and all internal users (public) : All internal users can access
the team and all of its tickets. Portal users can only access the tickets they are following.
Invited portal users and all internal users (public) : All internal users can access
the team and all of its tickets. Portal users can only access the tickets they are following.
A Customer Support team, meant to handle general shipping and product issues, would have the
visibility set on Invited portal users and all internal users .
`CustomerSupport`
At the same time, a Financial Services team handling tickets related to accounting or tax
information would only need to be visible to Invited internal users .
`FinancialServices`
A teamâs visibility can be altered after the initial configuration. However, if the team changes
from Invited portal users and all internal users (public) access to either Invited internal
users (private) or All internal users (company) -only access, portal users are removed as
followers from both the team, and from individual tickets.

#### Follow all teamâs tickets

If a user should be notified about any updates regarding tickets for this team, select their name
from the Followers drop-down menu, located in the Follow All Teamâs Tickets field. Multiple users can be selected to follow a single team.
External contacts can be selected in the Followers field. If the teamâs visibility is
set to Invited internal users (private) , followers are notified about updates to the
teamâs tickets, but are not able to view them in the portal.

#### Automatically assign new tickets

When tickets are received, they need to be assigned to a member of the team. This is done either
manually on each individual ticket, or through Automatic Assignment . Check the Automatic Assignment checkbox to enable this feature for the team.
Select one of the following assignment methods, based on how the workload should be allocated across
the team:
- Each user is assigned an equal number of tickets : Tickets are assigned to team members
based on total ticket count, regardless of the number of open or closed tickets they are
currently assigned.
Each user is assigned an equal number of tickets : Tickets are assigned to team members
based on total ticket count, regardless of the number of open or closed tickets they are
currently assigned.
- Each user has an equal number of open tickets : Tickets are assigned to team members
based on how many open tickets they are currently assigned.
Each user has an equal number of open tickets : Tickets are assigned to team members
based on how many open tickets they are currently assigned.
When Each user is assigned an equal number of tickets is selected, the overall number
of tickets assigned to team members is the same, but it does not consider the current
workload.
When Each user has an equal number of open tickets is selected, it ensures a balanced
workload among team members, as it takes the current number of active tickets into account.
Finally, add the Team Members who are to be assigned tickets for this team. Leave the
field empty to include all employees who have the proper assignments and access rights configured in
their user account settings.
If an employee has time off scheduled in the Time Off application, they are not assigned
tickets during that time. If no employees are available, the system looks ahead until there is a
match.
- Manage users
- Access rights

## Merge tickets

If duplicate tickets are found in Helpdesk , they can be combined into a single ticket using the merge feature.
The merge feature is only accessible if the Data Cleaning application is installed on the database.
To merge two or more tickets, navigate to Helpdesk app â£ Tickets â£ All Tickets .
Identify the tickets to be merged, and tick the checkbox at the far-left of each ticket to select
them. Then, click the Actions icon, and select Merge from the
drop-down menu. Doing so opens a new page where the selected tickets are listed with their Similarity rating. From here, click either Merge to
combine the tickets, or DISCARD .

## Convert tickets to opportunities

Some tickets may be better handled by the sales team, rather than the support team. In this case,
tickets can be converted to opportunities and assigned to a sales team for follow-up.
This feature is only available if the CRM app is installed.
To convert a ticket to an opportunity, first navigate to a ticket, either from a teamâs pipeline,
or by navigating to Helpdesk app â£ Tickets and clicking a ticket to open it.
At the top of the ticket, click the Convert to Opportunity button.
If leads are enabled on the CRM app, tickets are
converted to leads , and the button reads Convert to Lead .
This opens the Convert to Opportunity pop-up. Fill in or select the following
information on the pop-up:
- Customer : Select whether to Create a new customer , Link to an
existing customer , or Do not link to a customer . If Link to a customer is
chosen, select the appropriate customer name from the Customer drop-down.
Customer : Select whether to Create a new customer , Link to an
existing customer , or Do not link to a customer . If Link to a customer is
chosen, select the appropriate customer name from the Customer drop-down.
- Sales Team : Specify which Sales Team and Salesperson this
created opportunity is assigned to.
Sales Team : Specify which Sales Team and Salesperson this
created opportunity is assigned to.
After completing the form, click Convert to Opportunity . Doing so creates a new
opportunity in the CRM app. The original ticket is linked in the chatter of the new opportunity
for traceability.
After the ticket is converted to an opportunity, the ticket is archived.
- Odoo Tutorials: Helpdesk
Odoo Tutorials: Helpdesk

Create a Helpdesk team
Visibility & Assignment
Merge tickets
Convert tickets to opportunities


After-Sales services

# After-Sales services

After-Sales services can be configured in the Helpdesk application for individual teams. Once
enabled, users can issue refunds , generate coupons , process returns , and schedule repairs or field service interventions directly from a ticket.

## Set up after-sales services

Start by enabling the after-sales services on a specific Helpdesk team, by going to Helpdesk app â£ Configuration â£ Helpdesk Teams and click on the team the
services should be applied to. Then, scroll to the After-Sales section on the teamâs
settings page, and choose which of the following options to enable:
- Refunds : issues credit notes to refund a customer, or adjust the remaining amount due.
Refunds : issues credit notes to refund a customer, or adjust the remaining amount due.
- Coupons : offers discounts and free products through an existing coupon program.
Coupons : offers discounts and free products through an existing coupon program.
- Returns : initiates a product return from a customer through a reverse transfer.
Returns : initiates a product return from a customer through a reverse transfer.
- Repairs : creates repair orders for broken or faulty products.
Repairs : creates repair orders for broken or faulty products.
- Field Service : plans onsite intervention through the Field Service application.
Field Service : plans onsite intervention through the Field Service application.
The services that are enabled can vary based on the type of support a team provides.
Since all the after-sales services in Odoo require integration with other applications, enabling
any of them may result in the installation of additional modules or applications. Installing a
new application on a One-App-Free database triggers a 15-day trial. At the end of the trial, if a
paid subscription has not been added to the database, it will no longer be accessible.

## Issue refund with credit note

A credit note is a document issued to a customer informing them that they have been credited a
certain amount of money. They can be used to provide a full refund to a customer, or to adjust any
remaining amount due. While they are usually created through the Accounting or Invoicing applications, they can be created through a Helpdesk ticket, as well.
Invoices must be posted before a credit note can be generated.
To create a credit note, navigate to a ticket on the Helpdesk app , and click the Refund button in the top-left corner of the ticket form. This opens a Refund pop-up window.
Fill out the fields with the necessary information:
- Sales Order : if a sales order was referenced on the original ticket, it automatically
populates in this field.
Sales Order : if a sales order was referenced on the original ticket, it automatically
populates in this field.
- Product : the product the ticket is about. If an item is selected in this field, only
the sales orders, deliveries, and invoices including this product can be selected.
Product : the product the ticket is about. If an item is selected in this field, only
the sales orders, deliveries, and invoices including this product can be selected.
- Lot/Serial Number : this field is only visible if the Product selected
has associated lot or serial numbers.
Lot/Serial Number : this field is only visible if the Product selected
has associated lot or serial numbers.
- Invoices to Refund : this field is required . If no invoices are available in the
drop-down, it indicates this customer currently has no posted invoices, or the Product has no related invoices.
Invoices to Refund : this field is required . If no invoices are available in the
drop-down, it indicates this customer currently has no posted invoices, or the Product has no related invoices.
- Reason displayed on Credit Note : this field automatically populates with the ticket
number, though it can be edited with additional information.
Reason displayed on Credit Note : this field automatically populates with the ticket
number, though it can be edited with additional information.
- Journal : the accounting journal where the credit note should be posted. After an
invoice is selected, this field defaults to the journal listed on the original invoice, though it
can be changed, if necessary.
Journal : the accounting journal where the credit note should be posted. After an
invoice is selected, this field defaults to the journal listed on the original invoice, though it
can be changed, if necessary.
- Reversal date : when this field is clicked, use the pop-up calendar that appears to
select a date for the credit note invoice. This field is required .
Reversal date : when this field is clicked, use the pop-up calendar that appears to
select a date for the credit note invoice. This field is required .
After the necessary fields are filled in, click Reverse or Reverse and Create
Invoice .
Reverse creates a credit note in a draft state that can be edited before it is posted.
This option can be used to provide a partial refund.
Reverse and Create Invoice creates a credit note that is automatically posted as well as
an invoice in a draft state. The invoice contains the same information as the original invoice,
though this information can be altered.
Once the credit note has been posted, a Credit Notes smart button is added to the Helpdesk ticket.
Credit notes and refunds

## Generate coupons from a ticket

Coupons can be used to alter the price of products or orders. Conditional rules define the usage
constraints of a coupon. Coupon Programs are configured in the Sales , Point of Sale , or Website applications.
The eCommerce module must be installed to create coupon codes from the Website .
To generate a coupon, open a Helpdesk ticket and click on the Coupon button in the
top-left corner. Select an option from the Coupon Program drop-down menu in the Generate a Coupon pop-up window that appears.
To create a new Coupon Program , navigate to Sales app â£ Products
â£ Discount & Loyalty and click New . To make the program available to share with Helpdesk customers, the Program Type must be set to Coupons . This
generates single-use coupon codes that grant immediate access to rewards and discounts.
Coupon programs can also be created in the Point of Sale or Website applications. Refer to discount and loyalty programs for
more information.
Click on the Valid Until field, and use the pop-up calendar to select an expiration date
for this coupon code. If this field is left blank, the code does not expire.
Click Send by Email to compose an email to send to the customer with the coupon code.
Click Get Share Link to generate a link to send directly to the customer. Doing so opens
a Share Coupons pop-up window. Click the Copy button next to the Share Link field and paste the results to any communication with the customer. When the
customer uses the link, the code is automatically applied to their cart.
After a Coupon Code has been generated, a Coupons smart button is added to
the top of the ticket; click the smart button to view the coupon code, expiration date, and
additional information.
- Coupons
- Discount and loyalty programs
Discount and loyalty programs

## Return products

Returns are completed through reverse transfers , which generate new warehouse operations for the
returning products. Click the Return button at the top of a ticket to open the Return pop-up window.
The Return button only appears on a ticket if the customer has a recorded
delivery in the database.
Select a Sales Order or Delivery to Return to identify the products that
need to be returned.
By default, the quantity matches the validated quantity from the delivery order. Update the Quantity field, if necessary. To remove a line, click the (trash) icon.
Select a Return Location where the items should be directed after the return is
completed.
To confirm the return, click Return . This generates a new warehouse operation for the
incoming returned products.
To exchange the received item with a new one, click Return for Exchange . Doing so
generates a warehouse operation in Odoo to deliver the replacement product.
Use the breadcrumbs to return to the helpdesk ticket. A new Return smart button can now
be accessed at the top of the ticket.

## Send products for repair from a ticket

If the ticket is related to an issue with a faulty or broken product, a repair order can be
created from the Helpdesk ticket, and managed through the Repairs application.
To create a new repair order, open a Helpdesk ticket and click on the Repair button in the top-left corner. This opens a Repair Reference form.
Fill out the fields with the necessary information:
- Customer : this field carries over from the ticket, though a new contact can been
selected from the drop-down menu.
Customer : this field carries over from the ticket, though a new contact can been
selected from the drop-down menu.
- Product to Repair : if a product was specified in the Product field on the
ticket, it is added to this field automatically. If not, click into the field to select a product
from the drop-down menu.
Product to Repair : if a product was specified in the Product field on the
ticket, it is added to this field automatically. If not, click into the field to select a product
from the drop-down menu.
- Lot/Serial : this field is only visible if the products being repaired are
tracked, via lot or serial numbers.
Lot/Serial : this field is only visible if the products being repaired are
tracked, via lot or serial numbers.
- Return : return order from which the product to be repaired comes from.
Return : return order from which the product to be repaired comes from.
- Under Warranty : if this box is checked, the sale price for all products from the
repair order are set to zero.
Under Warranty : if this box is checked, the sale price for all products from the
repair order are set to zero.
- Scheduled Date : this field defaults to the current date. To select a new date, click
into the field and select a date using the drop-down calendar.
Scheduled Date : this field defaults to the current date. To select a new date, click
into the field and select a date using the drop-down calendar.
- Responsible : assign a user from the drop-down menu to manage the repair.
Responsible : assign a user from the drop-down menu to manage the repair.
- Tags : click into this field to assign an existing tag or create a new one. Multiple
tags can be assigned.
Tags : click into this field to assign an existing tag or create a new one. Multiple
tags can be assigned.
If parts are required for the repair, they can be added in the Parts tab. Additional
information for the internal repair team can be added to the Repair Notes tab.
Once the form is complete, click Confirm Repair . To create, edit, and send a quote for
this repair, click Create Quotation .
A Repairs smart button is then added to the ticket, linking to the repair order.
Once a user creates a repair order from a Helpdesk ticket, they can access it through the
ticketâs Repair smart button, or from a link in the chatter, even if they do not have
access rights to the Repair application.

## Create field service task from a ticket

On-site interventions can be planned from a ticket and managed through the Field Service application. Customers with portal access are able to track
the progress of a Field Service task the same as they would a Helpdesk ticket.
To change the default Field Service project for the team, go to Helpdesk app
â£ Configuration â£ Helpdesk Teams to select a Team . Scroll to the After-Sales section, and choose a project under Field Service .
To create a new Field Service task, navigate to a Helpdesk ticket. Click Plan Intervention to open the Create a Field Service task pop-up window.
Confirm or update the task Title .
The Project field on the Create a Field Service task pop-up window defaults
to the same Field Service project that was identified on the teamâs settings page. To change the
project for this specific task, select one from the Project field.
If applicable, select a Worksheet Template from the drop-down menu.
Field Service Worksheets are reports that detail the work completed during an on-site task.
When work is completed, worksheets are signed by the customer to confirm the job is done and the
customer is satisfied.
If the Field Service project assigned to the Helpdesk team has worksheets enabled, and
has a default template assigned, that template automatically appears in the Worksheet
Template drop-down field. Even so, the field can be edited, and another template can be
selected.
If the Field Service project does not have worksheets enabled, the Worksheet
Template field does not appear on the Create a Field Service task pop-up window.
Click Create Task or Create & View Task .
After the task is created, a Tasks smart button is added to the ticket, linking the Field Service task to the ticket.

Set up after-sales services
Issue refund with credit note
Generate coupons from a ticket
Return products
Send products for repair from a ticket
Create field service task from a ticket


Close tickets

# Close tickets

After work has been completed on a ticket in the Helpdesk app, there are several ways it can be
closed. Manually closing solved tickets keeps the pipeline up to date, while automatically closing
inactive tickets prevents unnecessary blocking issues. Allowing customers to close their own tickets
minimizes confusion around whether an issue is considered solved or not. This results in increased
operational capacity for support teams, and higher customer satisfaction.

## Manually close solved tickets

As work on a ticket progresses, it is moved along to the next stage in the pipeline. When the issue
is solved, the ticket is moved to a folded stage. This marks the ticket as closed .
To fold a stage, navigate to the Helpdesk dashboard and click on a team to open the
pipeline. Hover over a stageâs heading, and then click the (gear) icon
that appears in the top-right corner of that stageâs Kanban column.
Clicking the gear icon also displays the option to Fold the stage. This setting folds
the stage temporarily to simplify the Kanban view. This does not close the tickets in this
stage. It also does not permanently fold the stage. If a stage needs to be folded so the tickets
can be marked as closed, continue following the steps below.
From the menu that appears, select Edit . This opens the stageâs settings. Tick the
checkbox labeled Folded in Kanban , and then Save & Close to confirm the
changes. Now, tickets are closed once they reach this folded stage.

## Automatically close inactive tickets

Tickets that are inactive for a set period of time can be automatically closed. At that point, they
are moved to a folded stage.
Go to the teamâs settings page by going to Helpdesk â£ Configuration â£ Helpdesk
Teams . Under the Self-Service section, enable Automatic Closing .
If only one of the teamâs stages is folded in the Kanban view, it is the default selection in the Move to Stage field. If the team has more than one folded stage, the stage that occurs
first in the pipeline is the default for this field. If no stage is folded, the default selection is
the last stage in the pipeline.
The After days of inactivity field defaults to 7 , but can be adjusted if necessary.
`7`
The After days of inactivity field does not take the working calendar into
account when tracking the amount of time a ticket has been inactive.
If only certain stages should be used to track days of inactivity, they can be added to the In Stages field.
A teamâs pipeline is created with the following stages:
`New`
- In Progress
`InProgress`
- Customer Feedback
`CustomerFeedback`
- Closed
`Closed`
Tickets can linger in the Customer Feedback stage , because once an issue is solved,
customers may not respond immediately. At that point, the tickets can be closed automatically.
However, tickets in the New and In Progress stages may remain inactive
due to assignment or workload issues. Closing these tickets automatically would result in issues
going unsolved.
Therefore, the Automatic Closing settings would be configured as below:
- Automatic Closing : checked
Automatic Closing : checked
- Move to Stage : Solved
Move to Stage : Solved
`Solved`
- After 7 days of inactivity
After 7 days of inactivity
`7`
- In Stages : Customer Feedback
In Stages : Customer Feedback
`CustomerFeedback`

## Allow customers to close their own tickets

Enabling the Closure by Customers setting allows customers to close their own tickets
when they determine that their issue has been resolved.
Start by navigating to Helpdesk â£ Configuration â£ Helpdesk Teams and select a
team. On the teamâs settings page, scroll to the Self-Service section and tick the
checkbox for Closure by Customers .
After the ticket closing settings are enabled, a Close Ticket button is available for
customers when they view their ticket through the customer portal.
Customers are able to view their tickets by clicking the View the ticket link they
receive by email. The link is included in the Request Acknowledgment template, which
is added to the first stage of a team by default. This link does not require a customer to have
access to the portal to view or respond to their ticket.
Customers with access to the portal are able to view their
tickets under My Account â£ Tickets .


Track and bill time

# Track and bill time

Odoo Helpdesk provides teams with the ability to track the amount of hours spent working on a
ticket, and to bill a customer for that time. Through integrations with the Sales , Timesheets , Project and Accounting applications, customers can be charged once the work
is completed, or before it has even begun.
Since the Track & Bill Time features require integration with other applications, enabling them
may result in the installation of additional modules or applications.
Installing a new application on a One-App-Free database triggers a 15-day trial. At the end of
the trial, if a paid subscription has not been added to the database, it will no longer be active
or accessible.

## Configure track and bill time features

Before a customer can be invoiced for support services, the Track & Bill Time features must be
enabled on each Helpdesk team individually.

### Enable track and bill time on a helpdesk team

To view and enable the Track & Bill Time features on a Helpdesk team, first navigate to Helpdesk app â£ Configuration â£ Helpdesk Teams . Then, select a team from the
list, or create a new one . This reveals a teamâs settings page.
On the teamâs settings page, scroll to the Track & Bill Time section. Check the boxes
labeled Timesheets and Time Billing .
After the Timesheets box is checked, a new field appears, labeled Project .
If this is the first time this feature has been enabled on this database, the page may need to be
manually saved and refreshed before the Project field appears.
The project selected in this field represents where all the timesheets for this teamâs tickets are
recorded. Click into the Project drop-down menu to select a project.
To create a new project where the timesheets are recorded, click into the Project drop-down menu, type a name for the project, and then click Create from the drop-down
menu beneath.

#### Configure service products

When the Time Billing feature is enabled, a new product is created in the Sales app
called Service on Timesheets . This product can be found under Sales appâ£
Products â£ Products . Then, search for Service on Timesheets in the search bar. This is the
product that is used when invoicing for post-paid support services after they have been
completed.
`ServiceonTimesheets`
Select Service on Timesheets from the product page. This reveals the product detail
form. The product is configured with the Product Type set to Service and the Invoicing Policy set to Based on Timesheets . Make any necessary changes to
the product record, such as the Cost or Sales Price .
In order to invoice for support services before the work has been completed (also known as prepaid support services ), a separate product with a different invoicing policy must be created.
To create a new service product, go to Sales app â£ Products â£ Products , and
click New . This reveals a blank product detail form.
On the new product form, add a Product Name , and set the Product Type to Service . Then, set the Invoicing Policy to Prepaid/Fixed Price .
This means an invoice can be generated and payment can be received for this product before any
timesheets entries have been recorded for these services.
Finally, set the Sales Price , and confirm that the unit of measure is set to Hours .

## Invoice prepaid support services

When support services are billed on a fixed price, an invoice can be created before any work is
completed on the issue. In this case, a service product with the Invoicing Policy set to Prepaid/Fixed Price is used, like the section above .

### Create a sales order with prepaid product

To invoice a customer for prepaid support services, first create a sales order (SO) with the support
services product. To do this, go to Sales app â£ Orders â£ Quotations . Then,
click New to reveal a blank quotation form.
Then, fill out the quotation form with the customer information.
Go to the Order Lines tab of the quotation and click Add a product . Then,
select the prepaid services product when configuring the service product . Update the Quantity field with the number of
hours.
After updating any other necessary information, Confirm the quotation. This converts the
quotation into an SO .

### Create and send an invoice for prepaid services

After the SO has been confirmed, click the Create Invoice button. This opens a Create invoice(s) pop-up window.
If no down payment is collected, the Create Invoice type can remain as Regular Invoice . If a down payment is collected, choose between either Down payment (percentage) or Down payment
(fixed amount) .
When the necessary information has been entered, click Create Draft .
The invoice can then be sent to the customer for payment.

### Create helpdesk ticket for prepaid services

To create a Helpdesk ticket for prepaid services, navigate to Helpdesk and
click the Tickets button to reveal a specific teamâs pipeline. Click New to
create a new ticket.
On the blank ticket form, create a ticket Title , and enter the Customer information.
When the customer name is added, the Sales Order Item field automatically populates with
the most recent prepaid sales order item that has time remaining.

### Track hours on helpdesk ticket

Time spent working on a Helpdesk ticket is tracked on the Timesheets tab on the specific
ticket.
On the ticket detail form, click on the Timesheets tab and click Add a line .
Choose an Employee , add a Description of the task, and enter the number of Hours Spent .
As new lines are added to Timesheets tab, the Remaining Hours on SO field,
at the bottom-right of the tab, is automatically updated.
If the number of hours on the Timesheets tab exceeds the number of hours sold, the Remaining Hours of SO turns red.
As hours are added to the Timesheets tab, they are automatically updated in the Delivered field on the SO , as well.

## Invoice post-paid support services

When support services are billed based on the amount of time spent on an issue, an invoice cannot be
created before the total number of hours required to solve the problem have been entered on a
timesheet. In this case, a service product with the Invoicing Policy set to Based on Timesheets is used, like the one that is automatically created after the
Time Billing feature is enabled.

### Create a sales order with a time-tracked product

To invoice a customer for post-paid support services, first create a SO with the Service on
Timesheets product. To do this, go to Sales app â£ Orders â£ Quotations . Then,
click New to reveal a blank quotation form.
Fill out the quotation with the customer information.
On the Order Lines tab, click Add a product . Select the Service
on Timesheets product. After updating any other necessary information, Confirm the
quotation.
Unlike with the prepaid services quotation, Odoo does not allow an invoice to be created at
this time. Since services were not performed, nothing was delivered, so there is nothing to
invoice.

### Create a helpdesk ticket for time-tracked services

To record a timesheet entry for time-tracked services, go to the Helpdesk app, and
select the appropriate team for which these services apply.
If there is already an existing ticket for this issue, select it from the Kanban view. This opens
the ticket details form. If there is no existing ticket for this customer issue, click New to create a new ticket and enter the necessary customer information on the blank
ticket details form.
After selecting or creating a ticket, go to the Sales Order Item drop-down menu. Select
the SO created in the previous step.

### Track support hours on a ticket

In order to create an invoice for a product based on timesheets, hours need to be tracked and
recorded. At this point, the service is considered delivered . To record hours for this support
service, click on the Timesheets tab of the ticket.
Click Add a Line to record a new entry. Select an Employee from the
drop-down menu, and record the time spent in the Hours Spent column.
Repeat these steps until all timesheet entries have been recorded.

### Create an invoice for hours tracked on a ticket

If no new timesheets are needed, then create an invoice and send it to the customer.
To do this, return to the SO by clicking on the Sales Order smart button at the top of
the ticket.
Before creating the invoice, confirm that the number in the Delivered column matches the
total number of Hours Spent listed in the Timesheets tab on the ticket.
Then, click Create Invoice . This opens a Create invoice(s) pop-up window.
If no down payment is collected, the Create Invoice type can remain as Regular Invoice . If a down payment is collected, choose between either Down
payment (percentage) or Down payment (fixed amount) .
Use the Timesheets Period field if this invoice should only include timesheets
from a certain time period. If this field is left blank, all applicable timesheets that have
not yet been invoiced are included.
When the necessary information has been entered, click Create Draft . The invoice can
then be reviewed, edited, and sent to the customer for payment.
- Units of measure
- Down payments


Help Center

# Help Center

Odoo Helpdesk integrates with the Forums , eLearning , and Knowledge apps to create
the Help Center . The Help Center is a centralized location where teams and customers can search
for and share detailed information about products and services.

## Configuration

To activate any of the Help Center features on a Helpdesk team, go to Helpdesk
app â£ Configuration â£ Helpdesk Teams and select a team, or create a new one . Verify the Visibility of the team is set to Invited portal
users and all internal users (public) in the Visibility & Assignment section.
Additionally, the Website Form option on the Helpdesk team form must be enabled
to activate any of the Help Center features. When one or more of the Help Center features is
enabled, the Website Form is automatically enabled, as well.
Since all of the Help Center features require integration with other applications, enabling any
of them may result in the installation of additional modules or applications.
Installing a new application on a One-App-Free database will trigger a 15-day trial. At the end
of the trial, if a paid subscription has not been added to
the database, it will no longer be active or accessible.

## Knowledge

Odooâs Knowledge application is a collaborative library, where users can store, edit, and share
information. The Knowledge app can be used to publish user guides and FAQs with customers externally, while also collaborating internally on shared
documents.
The Knowledge app is accessible throughout the database by clicking on the Knowledge
(bookmark) icon.
The Knowledge app is represented by the bookmark icon.

### Enable Knowledge on a Helpdesk team

To enable the Knowledge feature on a Helpdesk team, go to Helpdesk app â£
Configuration â£ Helpdesk Teams and select a team, or create a new one .
When a team has been selected or created, Odoo displays that teamâs detail form.
On the teamâs detail form, scroll down to the Help Center section. Then, click the box
next to Knowledge to activate the Knowledge feature. When clicked, a new field
labeled, Article appears.
Clicking the Article field reveals a drop-down menu. At first, there is only one option
in the drop-down menu titled Help , which Odoo provides by default. Select Help from the drop-down menu to choose this article.
To create a new article, go to the Knowledge app , then hover the cursor next to
the Workspace section heading, located in the left sidebar. Moving the cursor there
reveals a hidden (plus) icon.
Click the (plus) icon to create a new article in the Workspace . Click the Share icon, and slide the Share to Web toggle switch
until it reads Article Published . It can then be added to a Helpdesk team.
Once an article has been created and assigned to a Helpdesk team, content can be added and
organized through the Knowledge app.
Editing Knowledge articles

### Search articles from a Helpdesk ticket

When members of a Helpdesk team are trying to solve a ticket, they can search through the
content in the Knowledge app for more information on the issue.
To search Knowledge articles, open a ticket â either from the Helpdesk app dashboard, or by
going to Helpdesk app â£ Tickets â£ All Tickets , then select a ticket from the
list.
When a ticket is selected, Odoo reveals that ticketâs detail form.
Click the Knowledge (bookmark) icon, located at the top-right of the page, to open a
pop-up search window.
Knowledge articles can also be searched by pressing Ctrl + K to open the command
palette, then typing ? , followed by the name of the desired article.
When Odoo reveals the desired article, click it, or highlight the Article title, and
press Enter . This will open the article in the Knowledge application.
To open the article in a new tab, press Ctrl + Enter .
If a more in-depth search is required, press Alt + B . That reveals a separate page, in
which a more detailed search can occur.

#### Share an article to the Help Center

To make a Knowledge article available to customers and website visitors, it must be
published.
Even though the Help article has been enabled on a team, Odoo does not share all the nested
articles to the web. Individual articles intended for customers must be published for them to
be viewable on the website.
To publish an article, navigate to the desired article, by following the above steps, and click the Share icon. This reveals a menu. Slide the toggle button labeled Share to Web to read Article Published .

### Solve tickets with a clipboard box

Clipboard boxes can be added to Knowledge articles to allow content to be reused, copied, sent
as messages, or added to the description on a ticket. This allows teams to maintain consistency when
answering customer tickets, and minimize the amount of time spent on responding to repeat questions.

#### Add clipboard boxes to articles

To create a clipboard box, go to Knowledge app â£ Help . Click on an existing
nested article or create a new one by clicking the (plus) icon next to Help .
Type / to open the powerbox , and view a drop-down list of commands . Select or type clipboard . A gray block
is then added to the page. Add any necessary content to this block.
Clipboard boxes only display the Use as description or Send as Message options if they are accessed directly from the Helpdesk .

#### Use clipboard boxes in tickets

Clipboard boxes can be used to respond directly to a Helpdesk ticket as a message, or to add
information to the ticketâs description.
To use clipboard boxes in a Helpdesk ticket, first, open a ticket, either from the Helpdesk dashboard or by going to Helpdesk app â£ Tickets â£ All
Tickets and selecting a ticket from the list.
Click on the Knowledge (bookmark) icon in the top-right corner. This opens a search
window. In this search window, select, or search, for the desired article. Doing so reveals that
article page in the Odoo Knowledge application.
To use a clipboard box to respond to a ticket, click Send as message in the upper-right
corner of the clipboard box, located in the body of the article.
Doing so opens a Compose Email pop-up window. In this window, select the recipients,
make any necessary additions or edits to the clipboard content, then click Send .
To use a clipboard box to add information to a ticketâs description, click Use as
description in the upper-right corner of the clipboard box, located in the body of the article.
Doing so does not replace the existing text in a ticketâs description. The content from the
clipboard box is added as additional text.

## Community Forum

A Community Forum provides a space for customers to answer each otherâs questions and share
information. By integrating a forum with a Helpdesk team, tickets submitted by customers can be
converted to posts and shared.

### Enable forums on a Helpdesk team

To enable Community Forums on a Helpdesk team, start by navigating to Helpdesk app â£ Configuration â£ Helpdesk Teams and select a team, or create a new one .
Selecting or creating a team reveals that teamâs detail form. Scroll down to the Help
Center section of features, and enable Community Forum , by checking the box beside it.
When activated, a new field labeled Forums appears beneath.
Click the empty Forums field to reveal a drop-down menu. By default, there is only one
option to begin with, labeled Help . That is the option Odoo automatically created when
the Community Forums feature was enabled. Select Help from the drop-down
menu to enable that forum.
To create a new forum, type a name into the blank Forums field, then click the Create and Edit option. Multiple forums can be selected in this field.

### Create a forum post from a Helpdesk ticket

When a Helpdesk team has a Forum enabled, tickets submitted to that team can be converted to
forum posts.
To do that, select a ticket, either from a teamâs pipeline or from Tickets â£ All
Tickets in the Helpdesk application.
At the top of the ticket detail form, click the Share on Forum button.
When clicked, a pop-up window appears. Here, the Forum post and Title can be
edited to correct any typos, or modified to remove any proprietary or client information.
Tags can also be added to help organize the post in the forum, making it easier for
users to locate during a search. When all adjustments have been made, click Create and
View Post .

### Create a Helpdesk ticket from a forum post

Forum posts submitted by portal users can be converted to Helpdesk tickets.
To create a ticket, navigate to a forum post, and click the (ellipsis) icon. Then, click Create Ticket .
This opens a Create Ticket pop-up. Make any necessary edits to the Create
Ticket field. Then, confirm the Helpdesk Team the ticket should be assigned to.
Click Create & View Ticket or Create Ticket .
The original forum post is linked in the chatter on the new ticket.

## eLearning

Odoo eLearning courses offer customers additional training and content in the form of videos,
presentations, and certifications/quizzes. Providing additional training enables customers to work
through issues and find solutions on their own. They can also develop a deeper understanding of the
services and products they are using.

### Enable eLearning courses on a Helpdesk team

To enable eLearning courses on a Helpdesk team, go to Helpdesk app â£
Configuration â£ Helpdesk Teams and select a team, or create a new one .
On the teamâs settings page, scroll to the Help Center section, and check the box next
to eLearning . A new field appears below, labeled Courses .
Click the empty field next to Courses beneath the eLearning feature to
reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into
the field, and click Create and edit to create a new course from this page. Multiple
courses can be assigned to a single team.

### Create an eLearning course

A new eLearning course can be created from the Helpdesk teamâs settings page, as in
the step above, or from the eLearning app.
To create a course directly through the eLearning application, navigate to eLearning â£ New . This reveals a blank course template that can be customized and
modified as needed.
On the course template page, add a Course Title , and below that, Tags .
Click on the Options tab.
Under Access Rights , select which users are able to view and enroll in the course.
The Show Course To field defines who can access the courses. The Enroll
Policy field specifies how they can register for the course.
Under Display , choose the preferred course Type .

#### Add content to an eLearning course

To add content to a course, click the Content tab and select Add Content .
Choose the Content Type from the drop-down menu and upload the file, or paste the link,
where instructed. Click Save when finished. Click Add Section to organize
the course in sections.
In order to add a certification to a course, go to eLearning â£ Configuration
â£ Settings , check the box labeled Certifications , and Save to activate
the setting.
Odoo Tutorials: eLearning

### Publish an eLearning course

To allow customers to enroll in a course, both the course and the contents must be published.
If the course is published, but the contents of the course are not published, customers can
enroll in the course on the website, but they are not able to view any of the course content.
Knowing this, it may be beneficial to publish the course first, if the course contents are
intended to be released over time, such as classes with a weekly schedule.
To make the entire course available at once, each piece of course content must be published first,
then the course can be published.
To publish a course, choose a course from the eLearning dashboard. On the course template page,
click the Go to Website smart button.
This will reveal the front end of the courseâs web page. At the top of the course web page, move
the Unpublished toggle switch to Published .

#### Publish eLearning course contents from the back-end

To publish eLearning course content from the back-end, choose a course from the eLearning dashboard. On the course template page, click the Published Contents smart button.
Doing so reveals a separate page displaying all the published content related to that course. Remove
the default Published filter from the search bar in the upper-right corner, to reveal
all the content related to the course - even the non-published content.
Click the (list) icon to switch to list view.
While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to
the left of the Title column title. When that checkbox is clicked, all the course
contents are selected at once.
With all the course content selected, click any of the boxes in the Is Published column.
This reveals a pop-up window, asking for confirmation that all selected records are intended to be
published. Click Confirm to automatically publish all course content.


Customer ratings

# Customer ratings

Asking customers to rate the support they received from a Helpdesk team provides an opportunity
to gauge team performance and track customer satisfaction.

## Enable customer ratings on Helpdesk teams

To enable customer ratings on a helpdesk team, navigate to Helpdesk app â£
Configuration â£ Helpdesk Teams . Click on a team from the list to open the settings page. Scroll
to the Performance section, and tick the Customer Ratings checkbox.

## Set a ratings request email template on a stage

To automatically request ratings from customers once their tickets have closed, an email template
needs to be added to the appropriate stage.
After the Customer Ratings setting has been enabled on
the teamâs settings page, click the Set an Email Template on Stages link. Select a stage
from the list, or click New to create a new stage.
Customers should only be asked to rate tickets once an issue has been resolved and their ticket
is closed . Therefore, a ratings request email should only be added to a stage that is
folded in the Kanban, as tickets in a folded stage are considered closed.
On the stageâs settings page, select the template, Helpdesk: Ticket Rating Request in the Email Template field. This template has been preconfigured with ratings customers can
use to provide feedback. To view the template, click the arrow button to the right of the field.
`Helpdesk:TicketRatingRequest`
After the template is added to the stage, it automatically sends a message when a ticket is moved to
that stage. Customers are then asked to rate the support they received with colored icons.
- Satisfied - green (smile) icon
Satisfied - green (smile) icon
- Okay - yellow (neutral) icon
Okay - yellow (neutral) icon
- Dissatisfied - red (frown) icon
Dissatisfied - red (frown) icon
After selecting a rating, customers are taken to a webpage where they can provide specific written
feedback to support their rating. The rating is then submitted, and the rating, as well as any
additional comments, are added to the chatter on the ticket.
Customer ratings can also be viewed through the Customer Ratings report. To view this
report, go to Helpdesk app â£ Reporting â£ Customer Ratings .
- Email templates
- Close tickets
- Reporting


Receiving tickets

# Receiving tickets

Odooâs Helpdesk app offers multiple channels where customers can reach out for assistance, such
as email, live chat, and through a websiteâs submission form. The variety of these contact options
provides customers with multiple opportunities to receive support quickly while also allowing the
support team to manage multi-channel support tickets from one central location.

## Enable channel options to submit tickets

Go to Helpdesk app â£ Configuration â£ Helpdesk Teams , and choose an existing
team, or click New to create a new team .
On the teamâs settings page, scroll down to the Channels and Help Center sections. Enable one or more channels by checking the respective boxes.
- Email Alias
- Live Chat
- Website Form

### Email Alias

The Email Alias setting creates tickets from messages sent to that teamâs specified email alias.
The following steps are for Odoo Online and Odoo.sh databases. For On-premise databases, external servers are required for email aliases.
When a new Helpdesk team is created, an email alias is created for it. This alias can be changed
on the teamâs settings page.
To change a Helpdesk teamâs email alias, navigate to Helpdesk app â£
Configuration â£ Helpdesk Teams , and click on a team name to open its settings page.
Then, scroll to Channels â£ Email Alias . In the Alias field, type the
desired name for the teamâs email alias.
Custom email domains are not required in order to use an email alias, however, they can be
configured through the Settings app.
If the database does not have a custom domain already configured, click Set an Alias
Domain to be redirected to the Settings page. From there, enable Custom
Email Servers .
When an email is received, the subject line becomes the title of a new Helpdesk ticket. The body
of the email is also added to the ticket, under the Description tab, and in the ticketâs
chatter.

### Live Chat

The Live Chat feature lets website visitors connect directly with a support agent or chatbot. Helpdesk tickets can be instantly created during these conversations using the response
command /ticket .
`/ticket`
To enable Live Chat , navigate to the Helpdesk app â£ Configuration â£ Helpdesk
Teams list view, select a team, and on the teamâs settings page, click the checkbox next to Live Chat , under the Channels section.
If this is the first time Live Chat has been enabled on
the database, the page may need to be saved manually and refreshed before any further steps can
be taken.
After the Live Chat setting is enabled on a Helpdesk team, a new Live Chat channel is created. Click on Configure Live Chat Channel to update the channelâs
settings.

#### Live Chat channel configuration

On the channelâs settings page, Channel Name can be edited, though, Odoo names the
channel to match the Helpdesk team name, by default.
If a Helpdesk team is named Customer Care , a Live Chat channel is created called Customer Care .
`CustomerCare`
`CustomerCare`
On the channel form, navigate through the tabs to complete the setup.
Operators are the users who act as agents and respond to live chat requests from customers. The
user who created the live chat channel is added by default.
To add additional users, click on the Operators tab, then click Add .
Click the checkbox next to the users to be added on the Add: Operators pop-up window
that appears, then click Select .
Click New to create new operators, if needed.
When the desired addition is complete, click Save & Close , or Save & New to
add multiple new operators.
Creating a new user can impact the status of an Odoo subscription, as the total number of users
in a database counts towards the billing rate. Proceed with caution before creating a new user.
If a user already exists, adding them as an operator will not alter the subscription or
billing rate for a database.
Additionally, current operators can be edited or removed by clicking on their respective boxes in
the Operators tab, and then adjusting their form values on the pop-up form that appears,
or by using one of the buttons located at the bottom of the form, such as Remove .
Users can add themselves as an operator by clicking the Join Channel button on a Live Chat channel.
The Options tab contains the visual and text settings for the live chat window.
- Notification Text : This field updates the greeting displayed in the text bubble when
the live chat button appears on the website.
Notification Text : This field updates the greeting displayed in the text bubble when
the live chat button appears on the website.
- Livechat Button Color : This field alters the color of the live chat button as it
appears on the website. To change the color, click on a color bubble to open the color selection
window, then click and drag the circle along the color gradient. Click out of the selection window
once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the
default selection.
Livechat Button Color : This field alters the color of the live chat button as it
appears on the website. To change the color, click on a color bubble to open the color selection
window, then click and drag the circle along the color gradient. Click out of the selection window
once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the
default selection.
- Show : The chat button displays on the selected page.
Show : The chat button displays on the selected page.
- Show with notification : The chat button is displayed, with the addition of the Notification text from the Options tab.
Show with notification : The chat button is displayed, with the addition of the Notification text from the Options tab.
- Open automatically : The chat button is displayed, and automatically opens the chat
window after a designated amount of time. The amount of time is designated in the Open
automatically timer field, which appears only when this display option is selected.
Open automatically : The chat button is displayed, and automatically opens the chat
window after a designated amount of time. The amount of time is designated in the Open
automatically timer field, which appears only when this display option is selected.
- Hide : The chat button is hidden from display on the webpage.
Hide : The chat button is hidden from display on the webpage.
Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code
selection. Different options are available, depending on the operating system or browser.
The Channel Rules tab determines when the live chat window opens on the website by logic
of when a URL Regex action is triggered (e.g., a page visit).
A regex, or regular expression, is sometimes referred to as a rational expression. It is a
sequence of characters that specifies a match pattern in text. A match is made within the given
range of numbers or for the set of characters.
Edit existing rules by selecting them from the Channel Rules tab, or create a new rule
by clicking Add a line .
Then, proceed to configure the details for how the rule should apply on the pop-up form that
appears.
Choose how the Live Chat Button displays on the webpage.
- Show : The chat button displays on the selected page.
Show : The chat button displays on the selected page.
- Show with notification : The chat button is displayed, with the addition of the Notification text from the Options tab.
Show with notification : The chat button is displayed, with the addition of the Notification text from the Options tab.
- Open automatically : The chat button is displayed, and automatically opens the chat
window after a designated amount of time. The amount of time is designated in the Open
automatically timer field, which appears only when this display option is selected.
Open automatically : The chat button is displayed, and automatically opens the chat
window after a designated amount of time. The amount of time is designated in the Open
automatically timer field, which appears only when this display option is selected.
- Hide : The chat button is hidden from display on the webpage.
Hide : The chat button is hidden from display on the webpage.
To include a Chatbot on this channel, select it from the drop-down menu. If the chatbot
should only be active when no operators are available, check the box labeled Enabled only
if no operator .
If a chatbot is added to a live chat channel, a
new Chatbots smart button appears on the channel settings form. Click here to create
and update the chatbot script .
Each line in the script contains a Message , Step Type , Answers , and conditional Only If logic that applies when certain pre-filled answers
are chosen.
To create more steps in the script, click Add a line , and fill out the script steps
form, according to the desired logic.
Add the URLs for the pages where the channel should appear in the URL Regex field. Only
the path from the root domain is needed, not the full URL.
If this channel should only be available to users in specific countries, add those countries to the Country field. If this field is left blank, the channel is available to all site
visitors.
The Widget tab on the live chat channel form offers a website widget that can be added
to third-party websites. Additionally, a URL is available, that can provide instant access to a live
chat window.
The live chat Widget can be applied to websites created through Odoo by navigating to
the Website app â£ Configuration â£ Settings â£ Email & Marketing . Then, scroll
to the Live Chat field, and select the channel to add to the site. Click Save to apply.
To add the widget to a website created on a third-party website, click the Copy button
next to the first listed code, and paste the code into the <head> tag on the site.
`<head>`
To send a live chat session to a customer or supplier, click the Copy button next to the
second listed code, and send the URL via email.

#### Create a support ticket from a live chat session

Operators who have joined a live chat channel are able to communicate with site visitors in
real-time.
During the conversation, an operator can use the shortcut command /ticket to create a ticket without leaving the chat
window. The transcript from the conversation is added to the new ticket, under the Description tab.
`/ticket`
Helpdesk tickets can also be created through the WhatsApp app using the same /ticket command.
`/ticket`

### Website Form

Enabling the Website Form setting adds a new page to the website with a customizable form. A new
ticket is created once the required form fields are filled out and submitted.
To activate the website form, navigate to a teamâs settings page under Helpdesk app
â£ Configuration â£ Helpdesk Teams , and selecting the desired team from the list.
Then, locate the Website Form feature, under the Help Center section, and
check the box.
If more than one website is active on the database, confirm the correct website is listed in the Website field. If not, select the correct one from the drop-down list.
After the feature is activated, click the Go to Website smart button at the top of the Teams settings page to view and edit the new website form, which is created
automatically by Odoo.
After enabling the Website Form setting, the teamâs settings page may need to be
refreshed before the Go to Website smart button appears.
Additionally, if a Help Center is published, the smart button navigates there first. Simply
click the Contact Us button, at the bottom of the forum, to navigate to the ticket
submission form.

#### Website ticket form customization

To customize the default ticket submission form, while on the website, click the Edit button in the upper-right corner of the page. This opens the editing sidebar on the right side.
Then, click on one of the fields in the form, on the body of the website, to edit it.
To add a new field, go to the Field section of the sidebar, and click +
Field .
Click the ðï¸ (trash can) icon to delete the field, if necessary.
Edit the other options for the new field in the sidebar, as desired:
- Type : matches an Odoo model value to the field (e.g. Customer Name ).
Type : matches an Odoo model value to the field (e.g. Customer Name ).
`CustomerName`
- Input Type : determine what type of input the field should be, like Text , Email , Telephone , or URL .
Input Type : determine what type of input the field should be, like Text , Email , Telephone , or URL .
`Text`
`Email`
`Telephone`
`URL`
- Label : give the form field a label (e.g. Full Name , Email Address , etc.). Also
control the label position on the form by using the nested Position options.
Label : give the form field a label (e.g. Full Name , Email Address , etc.). Also
control the label position on the form by using the nested Position options.
`FullName`
`EmailAddress`
- Description : determine whether or not to add an editable line under the input box to
provide additional contextual information related to the field.
Description : determine whether or not to add an editable line under the input box to
provide additional contextual information related to the field.
- Placeholder : add a sample input value.
Placeholder : add a sample input value.
- Default Value : add common use case values that most customers would find valuable.
For example, this can include prompts of information customers should include to make it easier to
solve their issue, such as an account number, or product number.
Default Value : add common use case values that most customers would find valuable.
For example, this can include prompts of information customers should include to make it easier to
solve their issue, such as an account number, or product number.
- Required : determine whether or not to mark a field as required, in order for the form
to be submitted. Toggle the switch from gray to blue.
Required : determine whether or not to mark a field as required, in order for the form
to be submitted. Toggle the switch from gray to blue.
- Visibility : allow for absolute or conditional visibility of the field. Nested options,
such as, device visibility, appear when certain options are selected.
Visibility : allow for absolute or conditional visibility of the field. Nested options,
such as, device visibility, appear when certain options are selected.
- Animation : choose whether or not the field should include animation.
Animation : choose whether or not the field should include animation.
Once the form has been optimized, and is ready for public use, click Save to apply the
changes. Then, publish the form by toggling the Unpublished switch to Published at the top of the page, if necessary.

## Prioritizing tickets

All tickets include a Priority field. The highest priority tickets appear at the top of
the Kanban and list views.
The priority levels are represented by stars:
- 0 stars = Low Priority
0 stars = Low Priority
- 1 star = Medium Priority
1 star = Medium Priority
- 2 stars = High Priority
2 stars = High Priority
- 3 stars = Urgent
Tickets are set to low priority (0 stars) by default. To change the priority level, select the
appropriate number of stars on the Kanban card, or on the ticket.
As priority levels can be used as criteria for assigning SLAs , changing the priority
level of a ticket can alter the SLA deadline.
- Close tickets
- Communication in Odoo by email
Communication in Odoo by email
- Live Chat


Reporting

# Reporting

Reports in Odoo Helpdesk provide the opportunity to manage employee workloads, identify areas
for improvement, and confirm if customer expectations are being met.

## Available reports

Details about the reports available in Odoo Helpdesk can be found below. To view the different
reports, go to Helpdesk app â£ Reporting , and select one of the following: Tickets Analysis , SLA Status Analysis , or Customer Ratings .

### Tickets Analysis

The Tickets Analysis report ( Helpdesk app â£ Reporting â£ Tickets Analysis )
provides an overview of every customer support ticket in the database.
This report is useful for identifying where teams are spending the most time, and helps determine if
there is an uneven workload distribution among the support staff. The default report counts the
number of tickets per team and groups them by stage.
Alternative measures can be selected to track where the most time is spent at different points in
the workflow. To change the measures used for the report that is currently displayed, or to add
more, click the Measures button, and select one or more options from the drop-down menu:
- Average Hours to Respond : average number of working hours between a message sent from
the customer and the response from the support team. This does not include messages sent when the
ticket was in a folded stage.
Average Hours to Respond : average number of working hours between a message sent from
the customer and the response from the support team. This does not include messages sent when the
ticket was in a folded stage.
- Hours Open : number of hours between the date the ticket was created and the closed
date. If there is no closed date on the ticket, the current date is used. This measure is not
specific to working hours.
Hours Open : number of hours between the date the ticket was created and the closed
date. If there is no closed date on the ticket, the current date is used. This measure is not
specific to working hours.
- Hours Spent (Timesheets) : number of Timesheet hours logged on a ticket. This
measure is only available if Timesheets are enabled on a team, and the current user has the access
rights to view them.
Hours Spent (Timesheets) : number of Timesheet hours logged on a ticket. This
measure is only available if Timesheets are enabled on a team, and the current user has the access
rights to view them.
- Hours to First Response : number of working hours between the date the ticket was
received and the date on which the first message was sent. This does not include email sent
automatically when a ticket reaches a stage.
Hours to First Response : number of working hours between the date the ticket was
received and the date on which the first message was sent. This does not include email sent
automatically when a ticket reaches a stage.
- Rating (1-5) : number out of five to represent customer feedback (Dissatisfied = 1,
Okay/Neutral = 3, Satisfied = 5).
Rating (1-5) : number out of five to represent customer feedback (Dissatisfied = 1,
Okay/Neutral = 3, Satisfied = 5).
- Remaining Hours on SO : hours remaining on a linked sales order.
Remaining Hours on SO : hours remaining on a linked sales order.
- Working Hours to Assign : number of working hours between the date the ticket was
created and when it was assigned to a team member.
Working Hours to Assign : number of working hours between the date the ticket was
created and when it was assigned to a team member.
- Working Hours to Close : number of working hours between the date the ticket was
created and the date it was closed.
Working Hours to Close : number of working hours between the date the ticket was
created and the date it was closed.
- Working Hours until SLA Deadline : number of working hours remaining to reach the last SLA deadline on a ticket.
Working Hours until SLA Deadline : number of working hours remaining to reach the last SLA deadline on a ticket.
- Count : number of tickets in total.
Count : number of tickets in total.
Working hours are calculated based on the default working calendar. To view or change the
working calendar, go to the Settings application and select Employees â£ Company Working Hours .

### SLA Status Analysis

The SLA Status Analysis report ( Helpdesk app â£ Reporting â£ SLA Status
Analysis ) analyzes the performance of individual SLA
(Service Level Agreement) policies.
By default, this report is filtered to show the number of SLAs failed, in progress, and the number
that have been successful. The results are grouped by teams.
To change the measures used for the report that is currently displayed, or to add more, click the Measures button, and select one or more options from the drop-down menu:
- Average Hours to Respond : average number of working hours between a message sent from
the customer and the response from the support team. This does not include messages sent when the
ticket was in a folded stage.
Average Hours to Respond : average number of working hours between a message sent from
the customer and the response from the support team. This does not include messages sent when the
ticket was in a folded stage.
- Hours Open : number of hours between the date the ticket was created and the closed
date. If there is no closed date on the ticket, the current date is used. This measure is not
specific to working hours.
Hours Open : number of hours between the date the ticket was created and the closed
date. If there is no closed date on the ticket, the current date is used. This measure is not
specific to working hours.
- Hours Spent (Timesheets) : number of Timesheet hours logged on a ticket. This
measure is only available if Timesheets are enabled on a team, and the current user has the access
rights to view them.
Hours Spent (Timesheets) : number of Timesheet hours logged on a ticket. This
measure is only available if Timesheets are enabled on a team, and the current user has the access
rights to view them.
- Hours to First Response : number of working hours between the date the ticket was
received and the date on which the first message was sent. This does not include email sent
automatically when a ticket reaches a stage.
Hours to First Response : number of working hours between the date the ticket was
received and the date on which the first message was sent. This does not include email sent
automatically when a ticket reaches a stage.
- Number of SLA Failed : number of tickets that have failed at least one SLA .
Number of SLA Failed : number of tickets that have failed at least one SLA .
- Rating (1-5) : number value representing customer feedback (Dissatisfied = 1,
Okay/Neutral = 3, Satisfied = 5).
Rating (1-5) : number value representing customer feedback (Dissatisfied = 1,
Okay/Neutral = 3, Satisfied = 5).
- Remaining Hours on SO : hours remaining on a linked sales order.
Remaining Hours on SO : hours remaining on a linked sales order.
- Working Hours to Assign : number of working hours between the date the ticket was
created and when it was assigned to a team member.
Working Hours to Assign : number of working hours between the date the ticket was
created and when it was assigned to a team member.
- Working Hours to Close : number of working hours between the date the ticket was
created and the date it was closed.
Working Hours to Close : number of working hours between the date the ticket was
created and the date it was closed.
- Working Hours to Reach SLA : number of working hours between the date the ticket was
created and the date the SLA was satisfied.
Working Hours to Reach SLA : number of working hours between the date the ticket was
created and the date the SLA was satisfied.
- Count : number of tickets in total.
Count : number of tickets in total.
Service Level Agreements (SLA)

### Customer Ratings

The Customer Ratings report ( Helpdesk appâ£ Reporting â£ Customer Ratings )
displays an overview of the ratings received on individual support tickets, as well as any
additional comments submitted with the rating.
Click on an individual rating to see additional details about the rating submitted by the customer,
including a link to the original ticket.
On the ratingâs details page, tick the Visible Internally Only checkbox to hide the
rating from public and portal users.
The Customer Ratings report is displayed in a Kanban view by default, but can also be displayed in
graph, list, or pivot view.

## Use cases

### Assessing performance based on customer priority

The Tickets Analysis report can be used to evaluate the time it takes to address
high-priority tickets compared to standard ones. This helps ensure that high-priority tickets are
resolved promptly, and identifies any discrepancies in response times based on priority.
First, navigate to Helpdesk app â£ Reporting â£ Tickets Analysis . Click Measures , then select Working Hours to Close . Click into the search bar,
then under Group By , select Priority . Finally, under Filters ,
select Closed .
The pivot view is also useful for this version of the report.

### Monitoring SLA compliance over time

The SLA Status Analysis report can be used to track SLA compliance trends to identify
periods with higher SLA breaches. SLA breaches happen when support teams fail to meet the
response or resolution times promised in SLAs , leading to dissatisfied customers, potential
financial penalties, and decreased team morale. Identifying these breaches is crucial for tracking
real-time performance, uncovering patterns, and addressing root causesâlike staffing issues or
process inefficiencies.
First, navigate to Helpdesk app â£ Reporting â£ SLA Status Analysis . Click the (Graph) icon, then the (Line
Chart) icon.
While the SLA Status Analysis report defaults to the pivot view, the line chart view
provides a better visual representation for this specific use case.
Click Measures , then select Number of SLAs Failed . Doing so ensures the data
on the report shows only information for tickets that failed at least one SLA . Click into the
search bar, then under Group By , select SLA Deadline , and select a time
frame, either Month , Week , or Day . This option shows when the
highest number of tickets with SLAs are failing, allowing the team to identify patterns, and
prepare for potential issues.
The time frame selected for this report may vary depending on a few factors, including the amount
of tickets received on a regular basis, the number of SLAs enabled in the database, and the
workload of the team. It is worth experimenting to see what option delivers the most insights.
Odoo essentials reporting


Service level agreements (SLA)

# Service level agreements (SLA)

A service level agreement (SLA) defines the level of support a customer can expect from a service
provider. SLAs provide a timeline that tells customers when they can expect results and keeps the
support team on target.
The SLA Policies feature is enabled by default on newly created Helpdesk teams.
To turn off the feature, or edit the working hours, navigate to Helpdesk app â£
Configuration â£ Helpdesk Teams . Click on a team to open that teamâs configuration page.
From here, scroll to the Performance section. To turn off the SLAs feature for the
team, clear the SLA Policies checkbox.

## Create a new SLA policy

To create a new policy, go to Helpdesk app â£ Configuration â£ SLA Policies , and
click New .
Alternatively, go to Helpdesk app â£ Configuration â£ Helpdesk Teams , and click
on a team. Then, click the SLA Policies smart button at the top of the teamâs settings
page, and click New .
On the blank SLA policy form, enter a Title and a Description for the new
policy, and proceed to fill out the form using the steps below.

### Define the criteria for an SLA policy

The Criteria section is used to identify which tickets this policy is applied to.
Fill out the following fields to adjust the selection criteria:
Unless otherwise indicated, multiple selections can be made for each field.
- Helpdesk Team : A policy can only be applied to one team. This field is required.
Helpdesk Team : A policy can only be applied to one team. This field is required.
- Priority : The priority level for a ticket is identified by selecting one, two, or
three of the (star) icons, representing the priority level on the
Kanban card or on the ticket itself. The SLA is only applied after the priority level has
been updated on the ticket to match the SLA criteria. If no selection is made in this field,
this policy only applies to tickets marked as Low Priority , meaning those with zero (star) icons.
Priority : The priority level for a ticket is identified by selecting one, two, or
three of the (star) icons, representing the priority level on the
Kanban card or on the ticket itself. The SLA is only applied after the priority level has
been updated on the ticket to match the SLA criteria. If no selection is made in this field,
this policy only applies to tickets marked as Low Priority , meaning those with zero (star) icons.
`LowPriority`
- Tags : Tags are used to indicate what the ticket is about. Multiple tags can be applied
to a single ticket.
Tags : Tags are used to indicate what the ticket is about. Multiple tags can be applied
to a single ticket.
- Customers : Individual contacts or companies may be selected in this field.
Customers : Individual contacts or companies may be selected in this field.
- Services : This field is available only if a team has the Timesheets app enabled.
This allows the ticket to link directly to a specific line on a sales order, which must be
indicated on the ticket in the Sales Order Items field.
Services : This field is available only if a team has the Timesheets app enabled.
This allows the ticket to link directly to a specific line on a sales order, which must be
indicated on the ticket in the Sales Order Items field.
A support team needs to address urgent issues for VIP customers within one business day.
The new policy, titled 8 Hours to close , is assigned to the VIP Support team. It only applies to tickets that are assigned three (star) icons, which
equates to an Urgent priority level.
`8Hourstoclose`
`VIPSupport`
`Urgent`
At the same time, the tickets can be related to multiple issues, so the policy applies to tickets
with Repair , Service , or Emergency tags.
`Repair`
`Service`
`Emergency`

### Establish a target for an SLA policy

A target is the stage a ticket needs to reach, and the time allotted to reach that stage, in order
to satisfy the SLA policy. Any stage assigned to a team may be selected for the Reach
Stage field.
Time spent in stages selected in the Excluding Stages field are not included in the
calculation of the SLA deadline.
An SLA titled 8 Hours to Close tracks the working time before
a ticket is completed, and would have Solved as the Reach Stage . Simultaneously, an SLA titled 2 Days to Start tracks the working time before
work on a ticket has begun, and would have In Progress as the Reach Stage .
`8HourstoClose`
`Solved`
`2DaystoStart`
`InProgress`

## Meet SLA deadlines

As soon as it is determined that a ticket fits the criteria of an SLA policy, a deadline is
calculated. The deadline is based on the creation date of the ticket, as well as the targeted
working hours.
The value indicated next to the Working Hours field of an SLA policy is used to
determine the deadline. By default, this is determined by the value set in the Company
Working Hours field under Settings app â£ Employees â£ Work Organization .
The deadline is then added to the ticket, as well as a tag indicating the name of the SLAs applied.
When a ticket satisfies an SLA policy, the SLA tag turns green, and the deadline disappears
from view on the ticket.
If a ticket fits the criteria for more than one SLA , the earliest occurring deadline is
displayed on the ticket. After that deadline has passed, the next deadline is displayed.
If the SLA deadline passes and the ticket has not moved to the Reach Stage , the SLA tag turns red. After the SLA has failed, the red tag stays on the ticket, even after the ticket is
moved to the Reach Stage .

## Analyze SLA performance

The SLA Status Analysis report tracks how quickly an SLA is fulfilled, as well as the
performance of individual team members. Navigate to the report, and corresponding pivot table, by
going to Helpdesk app â£ Reporting â£ SLA Status Analysis .

### Pivot view

By default, the report displays in a Pivot view. Any SLA policies in the database with
tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By
default, they are grouped by team and ticket count.
The pivot view aggregates data, which can be manipulated by adding measures and filters.
To change the display, or add additional measurements, click the Measures button to
reveal a drop-down menu of reporting criteria, and choose from the options available.
Whenever a measurement is picked, a (check) icon appears in the
drop-down menu to indicate that the measurement is included, and a corresponding new column emerges
in the pivot table to show the relevant calculations.
To add a group to a row or column, click the (plus) icon next to
the policy name and then select one of the groups. To remove one, click the (minus) icon next to the policy name.

### Graph view

Switch to the graph view by selecting the (graph view) icon at the
top of the screen. To switch between the different charts, select the related icon at the top of
the chart, while in graph view.
A bar chart can deal with larger data sets and compare data across several categories.
A line chart can visualize data trends or changes over time.
A pie chart compares data among a small number of categories.
Both the bar chart and line chart can utilize the stacked view option. This presents two
or more groups of data on top of each other, instead of next to each other, making it easier to
compare data. While viewing either a bar chart or line chart, click the (stacked) icon to toggle the stacked view option on or off.

### Cohort view

The cohort view is used to track the changes in data over a period of time. To display the SLA Status Analysis report in a cohort view, click the (cohort) icon, next to the other view options.
The cohort view examines the life cycle of data over time.
- Reporting views
- Allow customers to close their tickets
Allow customers to close their tickets

Create a new SLA policy
Define the criteria for an SLA policy
Establish a target for an SLA policy
Meet SLA deadlines
Analyze SLA performance
Pivot view
Graph view
Cohort view


Project

# Project

Odoo Project is a tool to manage your ongoing projects. Schedule tasks, assign activities to
coworkers, and keep track of each projectâs profitability.
Odoo Tutorials: Project and Timesheets