Odoo 18 introduces an efficient way to manage customer support by converting CRM leads into helpdesk tickets. This functionality ensures that sales and support teams can seamlessly collaborate, improving customer satisfaction and resolution times. By integrating the CRM and Helpdesk modules, businesses can efficiently manage customer queries, complaints, or service requests originating from sales interactions. This blog explores the process of creating and managing a helpdesk ticket from a lead in Odoo 18.
To manually create a lead in the Odoo 18 CRM module, first the Leads feature has to be enabled. For that, navigate to CRM module > Configuration > Settings.
Once the feature is enabled, an extra menu for the Leads will be added, and all the leads that currently exist can be viewed from there.
To convert a lead into a ticket, click on the lead that needs to be converted or create a new lead from here. To create a new lead, click on the New button and the top left corner of the page, and a new form to create a new lead appears.
* Lead Title: Provide the subject or description of the lead inquiry in this field.
* Probability: The system-calculated likelihood of converting this lead into a sale.
* Customer Name: Provide the customer name in this field.
* Company Name: The company’s name can be provided in this field.
* Address: In the address field the company’s address can be given.
* Email: Mail ID of the customer.
* Phone: The customer’s phone number has to be provided in this field.
* Mobile: The customer’s mobile number has to be provided in this field.
* Job Position: The job position of the customer has to be provided i this field.
* Salesperson: The person assigned to handle this lead.
* Sales Team: The team managing this lead.
* Website: The contact’s website can be mentioned in this field.
* Convert to Opportunity: If the lead is promising, it can be converted into a sales opportunity with this button.
* Convert to Ticket: If the inquiry is more of a support request (e.g., pricing clarification, or product issues), it can be converted into a support ticket.
* Lost: Mark the lead as lost if it’s no longer relevant.
* Internal Notes: A section to add private notes about the lead.
* Extra Info: Additional lead-related details can be added over here.
After adding all the relevant details to create the lead, to convert the lead into a helpdesk ticket, click on the Convert to Ticket button at the top of the form.
For this option to be available it has to be ensured that the Helpdesk module is installed. For that, navigate to the main dashboard of Odoo go to Apps, search for the Helpdesk module, and install it if it is not installed.
When the Convert to Ticket button is clicked, a pop-up appears where the Helpdesk Team can be added in the Team field and the Customer field will be auto-populated with the customer for whom the lead was created. Then click on the Create Ticket button to convert the lead into a helpdesk ticket.
The team that can be selected from here should be configured in the helpdesk module. For that, navigate to Helpdesk module > Configuration > Helpdesk Teams.
All the already configured helpdesk team can be viewed from there and to create a new team click on the New button.
A new page appears from where the helpdesk team can be created.
When the Create Ticket button is clicked, a new window for the newly created ticket appears from where the ticket can be managed.
From here, the ticket can be Assigned to a particular team member to handle, Tags can be added to the ticket, and the Priority of the ticket can also be set. If it is a ticket that needs to be solved immediately, the priority can be set as high so that it will be taken care of and solved. Also, if an Email cc has to be added, it can be added in the corresponding field. Also, any description for the ticket can be provided in the description field, and Extra info can be viewed from the extra info tab.
Now, upon the progress of the ticket, it can be moved to different stages, such as New, In Progress, On Hold, and Solved. These stages of the ticket have to be configured from the Helpdesk module. For that, navigate to Helpdesk > Configuration > Stages.
All the pre-configured stages can be viewed from there, and a new stage can be created by clicking on the New button.
When the New button is clicked, a new page appears from where the stages can be created.
The name of the stage can be provided in the Name field. When a ticket reaches this stage, an email will be sent to the customer using the mail template that has been selected in the Email Template. Similarly, an SMS is sent automatically when the ticket reaches this stage using the template selected in the SMS Template. The stage will be available for Customer Care and VIP Support teams as both of the teams are selected in the Helpdesk Teams, and the stage remains visible in the Kanban view since the Folded in Kanban is kept unchecked. The Sequence determines the stage's position in the ticket workflow. A lower number places it earlier in the process, while a higher number moves it toward completion.
Also, the ticket can be accessed from the helpdesk module. Navigate to the Overview menu, where the complete overview of the tickets and the helpdesk team can be seen.
Since the ticket that we are currently dealing with is assigned to the Customer Care team, click on the Tickets in the customer care helpdesk team card, and it shows all the tickets assigned to that team in a pipeline view.
The stages of the ticket can be managed from here as well. Also, if a field service has to be performed to solve the ticket, click on the Plan Intervention button in the detailed view of the ticket.
When it is clicked, a pop-up appears from where a Field Service Task can be created.
Add the Title, Project, and Customer then click on Create & View Task to view the created task or click on Create Task to create the task, or else click on Discard to discard it.
Now when the ticket progresses, change the stage of the ticket in the pipeline, and finally, it reaches the Solved stage when the ticket is solved.
Also, there is a button at the top, Convert to Lead to convert the ticket into a lead. That is, if a customer expresses interest in a product or service during a support interaction, it presents a potential sales opportunity, so in such cases, it has to be converted into a Lead. When clicked on that, a pop-up appears where the customer and sales team to manage the lead can be added, and click on Convert to Lead.
Once it is converted, the lead can be accessed from the CRM module’s lead menu.
So as discussed, the integration of CRM and Helpdesk in Odoo 18 simplifies customer support by enabling seamless ticket creation from leads. This ensures that customer issues are addressed efficiently without losing sales insights. By following the structured approach detailed above, businesses can enhance their service levels, leading to increased customer satisfaction and loyalty.
By leveraging automation, collaboration tools, and analytics, organizations can optimize their support workflow and ensure that no customer query goes unresolved.
To read more about How to Convert Leads Into Tickets Using Odoo 17 CRM, refer to our blog How to Convert Leads Into Tickets Using Odoo 17 CRM.