Helpdesk & Support Tickets for Odoo 19 Community documentation

A guide to the helpdesk: teams and assignment, tickets from email, the board, SLA policies, stages and emails, reporting and access rights.

Documents version 1.0.0Updated Oct 23, 2026

About Helpdesk & Support Tickets for Odoo 19 Community Download the PDF(PDF, 1.3 MB)

Start here

In plain words: Customer requests live in a shared mailbox, nobody knows who answers what, and the urgent one waits three days. Helpdesk & Support Tickets gives Odoo Community a real helpdesk: a ticket for every request (from an email or by hand), teams with automatic assignment, a board of stages, an SLA with a deadline, and an email to the customer when the ticket is solved.

The board, a ticket with its SLA and the list of tickets.

Tip: The whole conversation is in the chatter of the ticket: the replies of your agents go to the customer by email and the answers come back to the same ticket.

What you get

Feature	What it does
Tickets	Subject, customer, priority (4 levels), tags, description, assignee, stage; a code HD00001.
From email	Each team has an address (support@your-domain). An email creates a ticket; the sender is found or created as a customer.
Teams and assignment	Manual, round robin, or the member with the fewest open tickets.
Kanban board	Drag the tickets between the stages; priority, tags, assignee and SLA on every card.
Stages	Any stages you like; closing stages set the close date; a stage can send an email to the customer.
SLA policies	A time to solve by priority, counted on the working hours; the status On time, At risk, Failed or Achieved.
Reporting	Pivot and graph by team, stage, assignee and month; time to close.
Privacy	Agents see the tickets of their teams and their own; managers see all.
Arabic	Everything is translated and works right to left.

Requirements

Item	Details
Odoo	19.0 (Community or Enterprise)
Apps needed	Discuss (`mail`) and Contacts; an incoming mail server for the tickets by email
License	OPL-1 (Odoo Proprietary License v1.0)

Install

Unzip the package. Inside is taqnix_helpdesk.zip; unzip it to get the folder taqnix_helpdesk.
Copy the folder into one of the addons_path folders of your Odoo server and restart Odoo.
Log in as an administrator, activate Developer mode, open Apps and press Update Apps List.
Remove the “Apps” filter, search Helpdesk & Support Tickets and press Install.

# or from the command line
./odoo-bin -c odoo.conf -d YOUR_DATABASE -i taqnix_helpdesk --stop-after-init

A team

In plain words: Helpdesk → Configuration → Teams. Add the members, choose the assignment and the address to create tickets from, and the SLA policies of the team.

Assignment	Who gets a new ticket
Manual	Nobody: an agent takes it with Assign to me.
Round robin	The members in turn.
The least loaded	The member with the fewest open tickets.

Tip: For the email address to work, configure the alias domain and the incoming mail server of Odoo as for any other alias.

The board

In plain words: Helpdesk → Tickets → All tickets opens the board. Drag a card to the next stage; the stars are the priority; the red label is an SLA that failed.

The same tickets in the list: the ones past their SLA in red.

A ticket

In plain words: A ticket shows the team, the assignee, the priority, the tags, the customer, the SLA policy with its deadline and status, and the conversation. Solve moves it to the closing stage; Reopen puts it back.

SLA policies

In plain words: A policy says: from this priority and above, solve within so many working hours. A ticket takes the strictest policy of its team that applies; the deadline is counted on the working hours of the company. The status is On time, At risk (the last fifth of the time), Failed (late) or Achieved (closed in time).

Stages and emails

In plain words: Configuration → Stages: rename, reorder, add stages. Tick Closing stage for Solved and Cancelled: the close date is set when a ticket reaches it. Choose an Email to the customer: the Solved stage comes with one.

The stages and the email of the Solved stage.

Reporting

In plain words: Helpdesk → Reporting gives a pivot and a graph of the tickets by team, stage, assignee and month, and the hours to close.

Who can do what

Who	Can
Helpdesk agents	See and work on the tickets of their teams and their own tickets; create tickets and tags.
Helpdesk managers	See all the tickets; configure teams, stages and SLA policies; delete tickets.

Arabic and right to left

Limits

Limit	Detail
No customer portal	Customers follow their ticket by email; there is no portal or website form.
SLA on resolution	The policy is a time to solve; there is no separate first-response SLA.
Working hours	The deadline uses the working schedule of the company.
Email	Incoming and outgoing mail are those of your Odoo.

For developers

In plain words: Skip this chapter if you only use the module.

ticket = env['taqnix.helpdesk.ticket'].create({'name': 'Printer is down', 'team_id': team.id, 'partner_id': partner.id, 'priority': '2'})
ticket.sla_deadline, ticket.sla_status
ticket.action_close()

Troubleshooting

Problem	What to do
An email does not create a ticket	Check the alias domain, the incoming mail server and the address of the team.
No SLA on a ticket	The team has no policy for this priority.
The customer gets no email	The ticket needs a customer email, and the stage an email template.
An agent does not see a ticket	Agents see the tickets of the teams they belong to, and their own.

Updating and removing

Replace the folder with the new version, restart Odoo and run -u taqnix_helpdesk. Tickets, teams and stages are kept.

Support

Installation help and bug fixes are included for 6 months, with lifetime updates. Contact us through the marketplace page where you bought the module or write to support@taqnix.com with your Odoo version and a screenshot.