Odoo Helpdesk

Fitur Utama

Support Profesional untuk Customer Anda

🎫

Multi-Channel Tickets

Tickets dari email, website form, live chat, atau customer portal. Semua terpusat di satu dashboard.

⏰

SLA Tracking

Definisikan SLA policies per priority/team. Auto-escalation saat mendekati deadline.

📚

Knowledge Base

Artikel help center terintegrasi. Agents bisa insert links saat reply tickets.

⭐

Customer Satisfaction

Rating setelah ticket closed. Track CSAT score per agent dan team.

🔄

Automation Rules

Auto-assign berdasarkan keyword, customer, atau product. Template replies untuk common issues.

📊

Analytics Dashboard

Response time, resolution time, tickets by category. Performance metrics real-time.

Alur Kerja

Support Workflow End-to-End

flowchart TB subgraph INTAKE["📥 Ticket Intake"] I1[Email] --> T1[New Ticket Created] I2[Website Form] --> T1 I3[Live Chat] --> T1 I4[Customer Portal] --> T1 end subgraph TRIAGE["🔍 Triage"] T1 --> TR1[Auto-Categorize] TR1 --> TR2[Assign Priority] TR2 --> TR3[Calculate SLA] TR3 --> TR4[Assign to Team/Agent] end subgraph RESOLVE["⚙️ Resolution"] TR4 --> R1[Agent Reviews] R1 --> R2{Known Issue?} R2 -->|Yes| R3[Insert KB Article] R2 -->|No| R4[Investigate] R3 --> R5[Reply to Customer] R4 --> R5 R5 --> R6{Resolved?} R6 -->|No| R7[Follow-up] R7 --> R1 end subgraph ESCALATE["⚠️ Escalation"] TR3 --> E1{SLA at Risk?} E1 -->|Yes| E2[Notify Manager] E2 --> E3[Reassign if Needed] E3 --> R1 end subgraph CLOSE["✅ Closing"] R6 -->|Yes| C1[Close Ticket] C1 --> C2[Send Satisfaction Survey] C2 --> C3[Customer Rates] C3 --> C4[Update CSAT Score] C4 --> C5[Done 🎉] end

Integrasi

Terhubung dengan Modul Lain

📊CRM 💰Sales 📋Project 📒Accounting