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Customer support
Helpdesk software collects customer requests from every channel into tickets organised by team, priority and SLA. In Odoo, support is linked to sales, knowledge base and field service: a ticket can become an on-site intervention, and the knowledge base helps answer faster and better.
It's the system that turns customer requests into trackable tickets: it collects emails, messages and reports, assigns them to the right teams, applies priorities and measures response times. Linked to a knowledge base and the rest of the suite, it cuts repetitive requests and gives visibility on workload and satisfaction.
Every request stays tracked until closure.
Requests come from email, web form or live chat and become tickets, without getting lost in inboxes.
Each ticket goes to the right team with the correct priority, by the rules you define.
SLAs set response and resolution times and flag at-risk tickets before they breach.
The agent resolves using internal notes and the knowledge base; if needed, the ticket becomes a technical intervention.
On closure you measure satisfaction and reports show volumes, times and recurring themes.
The features we most often configure for SMEs.
Email, web form and live chat flow into the same system, with a per-customer history.
Define response and resolution times by team or priority, with alerts on at-risk tickets.
Articles and procedures help agents answer faster and customers self-serve.
Per-team pipelines with assignment and priority, so urgent requests aren't left behind.
Log the time spent on a ticket, useful for contracted or billable support.
Measure satisfaction and analyse volumes and times to improve service on data.
What changes between handling support by email and having it in a helpdesk.
| Shared email inbox | Integrated helpdesk (Odoo) | |
|---|---|---|
| Requests | Lost or duplicated in the inbox | Tracked tickets with status |
| Priorities | Decided by eye | Assignment rules and SLAs |
| Timing | Not measured | SLAs with delay alerts |
| Repetitive answers | Rewritten each time | Shared knowledge base |
| Improvement | Without data | Reports on volumes and satisfaction |
Support isn't isolated: a ticket knows the customer and their orders thanks to the link with sales and CRM; when an on-site intervention is needed, the ticket can become a field-service task. It's the same customer, followed from first contact to after-sales without losing context.
Those supporting customers after purchase who want to track requests, times and satisfaction.
Businesses with ongoing or contracted support that must meet SLAs.
Companies that go from ticket to on-site intervention and want a single flow.
Frequently asked questions
For SMEs an integrated helpdesk with sales and a knowledge base is best, so the ticket knows the customer and agents answer faster. Odoo covers multi-channel tickets, SLAs, knowledge base and reports; Gitogi configures it around your support process.
Yes. Email, web form and live chat flow into the same tickets, with per-customer history, so nothing is lost across inboxes.
Yes. Define response and resolution times by team or priority; the system flags at-risk tickets before they breach.
Yes. When a request needs an on-site intervention, the ticket can become a field-service task, on the same platform.
Prices and editions are on odoo.com. Gitogi does not resell licences: we handle team, SLA and knowledge-base configuration, migration and training. For an estimate, get in touch.
Yes. You can activate the helpdesk and add sales, field service or knowledge base when needed, on the same platform.
Related processes
Tell us how you handle customer requests today: together we'll see how to configure Odoo's helpdesk to answer on time and with method.
Updated June 2026
Odoo is a registered trademark of Odoo S.A. Gitogi is an Official Odoo Partner and handles analysis, configuration, data migration and training.