Odoo (formerly known as OpenERP and
before that, Tiny ERP) is a enterprise resource management system. Odoo is an
all-in-one business software capable of covering all business need, including
CRM, Website/e-commerce, billing, accounting, manufacturing, warehouse- and
project management, and inventory. Odoo has launched its new version 10 with its
new features. Odoo 10 is a software suite where you will find “All
Application under One Roof”.
Odoo 10 Community Vs Enterprise
Odoo 10 Enterprise version has some
exclusive new modules to name a few are ‘Help desk ’, ‘Odoo studio’, ‘PLM’,
‘Quality Management’ and so on . Through this blog we will cover some details
about one of the enterprise module -Odoo Help Desk.
Odoo Help Desk
This is a new module introduced with the
release of Odoo 10.This module is basically for providing customers support and
address the typical issues and queries they have. The Odoo Help Desk Module
generates tickets by emails, or from a website form or any third party
application and these tickets can be assigned manually or randomly between the
team members .The module also allows you to assign priority to tickets. It
consists of following features:-
- It is a ticket
- Process tickets
through different stages to solve them.
- Add priorities,
types, description and tags to define your tickets.
- Make an in-depth
analysis of your tickets through pivot view in reports menu.
- The modules allows
you to link your company help desk to a public FAQ/Forum or any site which is a
knowledge base with relevant presentations or videos or blogs.
- Help desk adds SLA
(Service Level Agreements) contracts and rules.
- The module also lets
you set the service level agreements for individual tickets that raised.
- Last , Odoo 10 Help
Desk also automates Customer satisfaction survey
Submit Queries Directly from website
Form from website to register your Queries
All information from the website is stored at
Backend. Details of the ticket is fetched from the website
All Ticket information can be categorized based on
priority and SLA.