Customer support
Customer support & helpdesk software
- Multi-channel tickets
- SLAs & priorities
- Knowledge base
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.
What helpdesk software is
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.
From ticket to resolution
Every request stays tracked until closure.
- 01
Ticket creation
Requests come from email, web form or live chat and become tickets, without getting lost in inboxes.
- 02
Assignment & priority
Each ticket goes to the right team with the correct priority, by the rules you define.
- 03
SLAs & timing
SLAs set response and resolution times and flag at-risk tickets before they breach.
- 04
Resolution
The agent resolves using internal notes and the knowledge base; if needed, the ticket becomes a technical intervention.
- 05
Satisfaction & reports
On closure you measure satisfaction and reports show volumes, times and recurring themes.
What Odoo's helpdesk handles
The features we most often configure for SMEs.
Multi-channel tickets
Email, web form and live chat flow into the same system, with a per-customer history.
Configurable SLAs
Define response and resolution times by team or priority, with alerts on at-risk tickets.
Knowledge base
Articles and procedures help agents answer faster and customers self-serve.
Teams & priorities
Per-team pipelines with assignment and priority, so urgent requests aren't left behind.
Time on tickets
Log the time spent on a ticket, useful for contracted or billable support.
Satisfaction reports
Measure satisfaction and analyse volumes and times to improve service on data.
Shared inbox vs integrated helpdesk
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 |
Connected to sales and field service
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.
Who it's for
Businesses with after-sales
Those supporting customers after purchase who want to track requests, times and satisfaction.
Services and SaaS
Businesses with ongoing or contracted support that must meet SLAs.
Those who also do technical work
Companies that go from ticket to on-site intervention and want a single flow.
Frequently asked questions
Frequently asked questions about helpdesk software
What's good helpdesk software for an SME?
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.
Does it collect requests from multiple channels?
Yes. Email, web form and live chat flow into the same tickets, with per-customer history, so nothing is lost across inboxes.
Can I set SLAs?
Yes. Define response and resolution times by team or priority; the system flags at-risk tickets before they breach.
Does it connect to field service?
Yes. When a request needs an on-site intervention, the ticket can become a field-service task, on the same platform.
How much does Odoo's helpdesk cost?
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.
Can I start with support and add more?
Yes. You can activate the helpdesk and add sales, field service or knowledge base when needed, on the same platform.
Related processes
The same software also runs these processes
Support your customers remember
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.