Business Performance Consulting Sdn Bhd User Guides
04

Configuration

Odoo 19 Enterprise · Helpdesk

Configure your helpdesk team, ticket types, and automation rules.

1

Helpdesk team settings

Helpdesk ▸ Configuration ▸ Teams ▸ (select team)

Each helpdesk team has its own configuration. Key settings: email alias (tickets from emails to this address), assignment method (manual, random, or balanced workload), stages (customise the pipeline for this team), features (timesheets, product tracking, customer ratings).

Team configuration fields
Team Name * Name shown to agents and customers.
Members Agents who handle tickets in this team.
Email Alias Incoming email address — e.g. support@yourcompany.com. Emails create tickets automatically.
Assignment Manual: agents pick tickets. Random: Odoo assigns randomly. Balanced: assigns to agent with fewest open tickets.
Customer Ratings Send satisfaction survey when a ticket is solved.
SLA Policies Enable SLA tracking for this team.
2

Ticket types

Helpdesk ▸ Configuration ▸ Ticket Types

Ticket types classify the nature of support requests — e.g. "Technical Issue", "Billing Query", "Feature Request", "Training Request". Types appear in reports and can trigger specific SLAs or assignment rules. Create types that reflect your actual support categories.

3

Stages

Helpdesk ▸ Configuration ▸ Stages

Stages define the flow of a ticket through your support process. Default stages: New, In Progress, Pending Customer, Solved, Closed. Customise per team. Mark the final resolved stage as Closing Stage — tickets in this stage are excluded from open ticket counts.

Folded stages Mark Solved and Closed as folded in Kanban view — this keeps the board clean and focused on active tickets. Agents can still access resolved tickets by clicking the folded column header.
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