No business is perfect, no matter how hard they might try to be. Mistakes happen, and when they do, the responsible business works to fix them. Of course, that isn't always an easy task. An important part of being able to effectively address problems is being able to identify, understand, and organize them. One excellent way to achieve this organization is through the Odoo Helpdesk app.
Helpdesk: Your Customer Support Command Center
The Odoo Helpdesk app is your business's all-in-one solution for customer support. Its primary feature is a ticketing system through which customers can submit their issues to be reviewed and resolved by your support staff. In addition to ticket submission through web forms or direct email, the Helpdesk app also features live chat functionality for connecting directly with support staff or chatbots.
Once tickets are received, they can be assigned to a helpdesk team, either manually or automatically, based on tags associated with each ticket or team workload. Tickets can also be assigned a service level agreement (SLA) that determines the expected timeline for ticket resolution for both the customer and support staff. SLAs also serve as a useful metric for measuring the effectiveness of your support team at resolving tickets.
Ticket Management: Full Control Over Your Queue
In addition to organizing tickets based on the helpdesk team tasked to complete them, there is frequently a need for more granular control over tickets, and the Helpdesk app delivers that control. For example:
- If multiple tickets are made for the same problem, they can be merged into a single ticket
- If a ticket is submitted for something that isn't actually a helpdesk issue, it can be converted to an opportunity in the CRM app for the sales team to handle
Knowledge Integration: Empowering Your Team and Customers
That is not the only app the Helpdesk integrates with. The Odoo Knowledge app can also be connected directly, empowering your support team with access to your knowledge base while working on tickets. Beyond supporting your internal team, the Knowledge app integration can also empower your customers by allowing you to make Knowledge articles public for them to view and troubleshoot on their own.
Reporting and Time Tracking: Insights That Drive Improvement
The Helpdesk app doesn't stop being useful once a ticket is resolved, either. As mentioned earlier, SLAs are a useful metric for measuring ticket response effectiveness, but the Helpdesk app offers even more reporting than that. Ticket Analysis reporting includes many different statistics, such as:
- Hours to respond
- Hours open
- Customer feedback rating
- And more
Perhaps the most important business aspect of the Helpdesk app is the ability to track and bill time spent resolving tickets. Tracking time is made even easier through its integration with the Sales, Timesheets, Projects, and Accounting apps. Furthermore, billing can be configured in multiple ways depending on business needs, such as pre- or post-paid support services.
Ready to Streamline Your Customer Support?
Having advanced tools that you can utilize for your business can do wonders for improving your workflow efficiency, and Odoo is a full suite of advanced business tools. The Odoo Helpdesk app is only one of these tools that our Navigate team can help you put to work. If you'd like to learn more about what Odoo can do for your business, reach out to us here at Lighthouse IT Solutions. We'd love to give you a hands-on demonstration of everything Odoo has to offer.