Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
www.globalteckz.com
Helpdesk Support
Ticket Management
from Website:
(Odoo version – 10 & 11)
Version: 1-01
Document Security: Public
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www.globalteckz.com
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Version Control Log Version Author Description of Changes Date
Odoo Version Author Document Name
10 and 11 Globalteckz
Helpdesk Support Ticket Management
from Website:
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Originated in India.
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Helpdesk Support Ticket Management from Website:
Manage your customer, helpdesk tickets, support tickets, assign the tickets to users and team
members.
Proper support to your customer is one of the most important aspects of business. It is important
to select the help desk solution that addresses your organisation’s business requirements.
Remember, the one-size-fits-all rule does not apply when choosing a help desk solution. Not
every organization will require the same feature set; that is why we have crafted this module so
to ensure you get different solution for Helpdesk
Following are the list of main features for Helpdesk Module.
Customer can generate support tickets from the website.
Status Of existing open tickets
Allocation of tickets to different users based on case you define
Multiple invoicing available for generating bills
Customer feedback and rating system
You can assign tickets to team as well incase issue require multiple people to resolve.
Timesheet management
Reporting of timesheets
Customer can see multiple tickets such as open or closed
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Following are the screenshots where we tried to cover few functions of Helpdesk & support from website
In the below screenshot you can see we have defined different types of users
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
As an administrator you can see the list of support tickets
Below is the example of a closed ticket which you can reopen in case require
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Customer can see the menu on the website “Helpdesk” and can create a new ticket after logging
Registration of a new ticket with all the details including the priority and documents attachment facility
incase require.
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Once the ticket is submitted customer receive the thank you message
Customer can see the list of all the tickets
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Customer can view all information about a particular ticket
Customer can raise issue to the assigned user
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
After administrator assign the ticket to particular user – the user can see the below view including –
customer name, priority, total number of hours spent, Invoicing and other information
The user can register the payment and view the invoies
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Creation of task for particular tickets - Here is an example of timesheet management
Timesheet and number of hours spent
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Assigning of helpdesk ticket to team & members
Helpdesk analysis by administrator on the total number of hours spent
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Printing of PDF Reports for particular ticket
Multiple invoicing management for different tickets
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
eMail template to the customer
Customer feedback and rating management for the support
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
Customer feedback for a particular ticket
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
About GlobalTeckz
At GlobalTeckz we offer our clients with world class Business and Enterprise solutions, we are a
company of Experienced Professionals holding many years of expertise in implementing
OpenERP, Magento, and Joomla for our clients across the globe.
GlobalTeckz is currently having the presence in India. We offer Business solutions to ensure
smooth working of client’s business processes at competitive prices. Our teams have many years
of experience in handling business application with best methodology.
We Analyze – Develop – Implement –Support the Enterprise grade business software to assure
successful implementations of ERP solutions specific serving manufacturing, Trading,
eCommerce and Service Verticals. Globalteckz is an official Odoo partner.
Our Development team is based in India and worked round the clock to provide flexibility in
communication. Our Open source Business software implementations specially crafted for Small
and Mid Sized Businesses.
We believe in excellent customer services during and after implementation. We not even offer
you with these solutions but also help you in consulting &selecting the best suitable solutions for
your business.
We use latest implementation & development methodology to ensure quality and timely
implementation which meets the needs of our customers.
Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website
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