Helpdesk Integration
Turn O'Chat conversations into trackable helpdesk tickets with a single command.
Overview
The O'Chat Helpdesk integration allows you to seamlessly escalate conversations into formal support tickets. When a client's request needs tracking, assignment, or SLA management, use /ticket to create a helpdesk ticket without leaving the chat.
Automatic installation
If you have the Odoo Helpdesk module installed, the O'Chat Helpdesk extension installs automatically when you install O'Chat.
Prerequisites
- O'Chat module installed and configured
- Helpdesk module installed (Odoo Enterprise or Community port)
- At least one Helpdesk Team configured
Creating a ticket
Step 1: Open the O'Chat channel
Navigate to the O'Chat conversation where you want to create a ticket.
Step 2: Use the /ticket command
Type /ticket in the message input and press Enter. A wizard will open.
Step 3: Fill in ticket details
The ticket creation wizard pre-fills some information automatically:
| Field | Auto-filled | Description |
|---|---|---|
| Customer | Set to the connection's partner contact | |
| Subject | — | Brief description of the issue (required) |
| Description | — | Detailed explanation (optional, supports HTML) |
| Team | — | Which helpdesk team handles this ticket (required) |
| Assigned to | — | Team member to assign (optional) |
| Priority | — | Low, Normal, High, or Urgent |
| Tags | — | Optional tags for categorization |
Step 4: Create the ticket
Click Create Ticket to save. The system will:
- Create the helpdesk ticket with all provided information
- Post a confirmation message in the O'Chat channel with a link to the ticket
- Include a portal link if your client has portal access
Ticket workflow example
Acme Corporation
"We're having issues with invoice generation. Some invoices are showing wrong tax amounts."
You
"I understand. Let me create a ticket for our technical team to investigate."
/ticket
Ticket Created
HELP-2024-0892: Invoice Tax Calculation Issue
Assigned to: Technical Support Team
🔗 View ticket • 🌐 Portal link
Best practices
When to create a ticket
- Complex issues that require investigation or multiple steps
- Bug reports that need tracking and resolution
- Feature requests that should be documented
- Issues needing SLA tracking for response/resolution times
- Handovers when another team member needs to take over
What doesn't need a ticket
- Quick questions answered in chat
- General discussions or updates
- Issues resolved immediately
Keep conversations in sync
The ticket is created in your Odoo helpdesk, not the client's. Continue using O'Chat for communication while tracking progress in the ticket internally.
Ticket fields explained
Priority levels
| Priority | When to use |
|---|---|
| ⭐ Low | Nice-to-have improvements, minor issues |
| ⭐⭐ Normal | Standard support requests, common issues |
| ⭐⭐⭐ High | Significant problems affecting workflow |
| 🔥 Urgent | Critical issues blocking business operations |
Choosing a team
Select the most appropriate helpdesk team based on the issue type. If you have multiple teams (e.g., Technical Support, Billing, Sales), choose the one best equipped to handle the request.
Troubleshooting
/ticket command not available
- Verify the Helpdesk module is installed
- Check that
ochat_helpdeskis installed (should auto-install) - Ensure you're in an O'Chat channel, not a regular Discuss channel
No teams available
- Create at least one helpdesk team in Helpdesk → Configuration → Teams
- Ensure you have access rights to the helpdesk teams
Customer not auto-filled
- Check that the connection has a partner assigned
- The partner must have a valid email address