Description
Help Desk
Are you looking for fully
flexible and customisable
helpdesk in CBMS ODOO? Our
this apps almost contain
everything you need for
Service Desk, Technical
Support Team, Issue
Ticket System which
include service request
to be managed in CBMS
backend. Support ticket
will send by email to
customer and admin.
Customer can view their
ticket from the website
portal and easily see
stage of the reported
ticket. This desk is
fully customizable clean
and flexible.
About Addons
| Sr No. | Addons | Price |
|---|---|---|
| 1 |
Manage CRM With Helpdesk |
10 Eur |
| 2 |
Manage Sale Order With Helpdesk |
10 Eur |
| 3 |
Manage Purchase Order With Helpdesk |
10 Eur |
| 4 |
Manage Invoice With Helpdesk |
10 Eur |
| 5 |
Helpdesk Timesheet |
10 Eur |
| 6 |
Helpdesk Support Ticket To Task |
10 Eur |
Key Features
Hot Features
Auto
Change Stages on
Replied
Auto
Change Ticket
Status on Replied
Helpdesk
Helpdesk
SLA Policy
Helpdesk
Ticket Alarm
Search
Panel
Manage
Products
Helpdesk
Multiple User
Ticket
on Portal
Dynamic
Stages
Dynamic
Dashboard Table
Dynamic
Dashboard Filter
Customer
Feedback
Reports
Auto
Close Ticket
Readymade
Email Templates
Features
-
You can schedule activity from the helpdesk ticket form view. New -
Team leader & manager only see customer ratings. New -
Easy to change ticket
stage automatically
when a customer or
staff replied. -
Easy to find tickets
that are replied by
customer/staff based
on tags. -
You can search tickets
by product name from
the search bar. -
You can update
multiple tickets using
“Mass-Action”. -
When an inbound email
comes then the email
subject shows in the
form view & kanban
view. -
Email notification
goes to the assigned
user when customers
see tickets from the
portal. -
You can send helpdesk
tickets direct to the
customer’s WhatsApp. -
You can use the
helpdesk SLA policy
for good customer
support. -
You can set a helpdesk
ticket alarm for
different tasks. -
You can edit multiple
tickets in the list
view. -
Easy to use search
panel in the list &
kanban view. -
You can manage
products in tickets as
well you can display
products in the ticket
PDF report. -
You can assign a
single ticket to more
than one user. -
Access rights for
Helpdesk Manager,
Helpdesk Team Leader,
Helpdesk User. -
Easy to create ticket
by helpdesk user. -
Easy to define stages
as per your
requirement. -
Easy to set access
right and email
templates for
perticular stages. -
Easy to set days for
auto closing tickets. -
Fully customise and
dynamic dashboard. -
Easy to define dynamic
filter for dashboard. -
Well organized data in
table formate on
dashboard. -
Well organized data in
table formate on
dashboard. -
Well organized
calender, pivot,
graph, kanban views. -
Customer see ticket
status from portal and
email links. -
Well organized portal
for ticket. -
Easy to group by,
search, and create
ticket on portal. -
Auto notifies via
email to assigned user
and customer while the
ticket is created. -
Auto share feedback
link while ticket is
closed. -
Easy to chat with
customer from chatter.
Access
group
for
“Helpdesk
Manager”,
“Helpdesk
Team
Leader”,
“Helpdesk
User”
Helpdesk
Teams
menu
and
list
view.
“Helpdesk
Teams”
form
view.
Where
you
can
define
team
member
and
team
leader
or
set
team
as
default.
“Helpdesk
Tickets
Type”
menu
and
list
view.
“Helpdesk
Subject
Types”
menu
and
list
view.
“Helpdesk
Tags”
menu
and
list
view.
“Helpdesk
Stages”
menu
and
list
view.
“Helpdesk
Stages”
form
view.
Where
you
can
define
stages
and
it’s
access
rights,
E-Mail
template,
next
stage.
“Helpdesk
Categories”
menu
and
list
view.
“Helpdesk
Sub
Categories”
menu
and
list
view.
“Helpdesk
Priorities”
menu
and
list
view.
“Helpdesk
Setting”
View.
“Helpdesk
Ticket”
Kanban
view.
“Helpdesk
Ticket”
List
view.
“Helpdesk
Ticket”
Pivot
view.
“Helpdesk
Ticket”
Graph
view.
“Helpdesk
Ticket”
Calender
view.
“Helpdesk
Ticket”
Schedule
activity
view.
“Helpdesk
Ticket”
form
view.
“Helpdesk
Ticket”
form
attachment
view.
Where
you
can
attach
document
received
from
customer.
When
ticket
is
created
that
time
customer
will
notify
via
email.
When
ticket
is
created
that
time
assign
user
will
notify
via
email.
When
you
click
on
the
‘Reply’
button
on
the
form,
this
wizard
will
appear
where
you
can
set
an
email
template
as
per
reply.
In
Email,
there
is
one
link
‘View
Ticket’,
Where
customer
can
see
the
ticket
status.
‘Replied
Date’
added
after
reply
and
replied
status
will
change
‘Staff
Replied’.
While
ticket
is
closed,
customer
will
notify
via
email
with
feedback
link.
click
on
link.
After
click
on
link
customer
will
see
this
view,
where
customer
give
feedback
with
comment.
Thank
you
message
after
submit
feedback.
Customer
feedback.
“Ticket
Close”
information
will
added
here.
Chat
with
customer
in
chatter.
Ticket
on
Portal.
List
view
on
portal.
You
can
group
by,
create
and
search
tickets.
You
can
create
a
ticket
only
if
you
have
the
Website
Help
Desk
module
installed.
Helpdesk
Portal
ticket
in
PDF
for
backend.
‘Ticket
Dashboard’
for
Helpdesk
Manager.
Where
you
can
filter
data
with
various
filters
and
see
data
in
well
organized
table
formate.
‘Ticket
Dashboard’
for
Helpdesk
Team
Leader.
Where
leader
can
see
only
his
team
data
and
filter
data
with
various
filters,
see
data
in
well
organized
table
formate.
‘Ticket
Dashboard’
for
Helpdesk
User.
Where
user
can
see
only
ticket
which
is
assigned,
filter
data
with
date
filters
and
see
data
in
well
organized
table
formate.
Multi
User
Goto
user
config
setting,
Enable
‘Display
Multi
User’.
You
can
select
more
than
one
user
for
each
tickets.
All
assign
multi
user
can
see
the
ticket.
‘Technical
Leader’
user
can
see
the
ticket.
‘Technical
B’
user
can
see
the
ticket.
‘Technical
A’
user
can
see
the
ticket.
‘Technical
C’
user
can
not
see
the
ticket
because
ticket
was
not
assigned.
Manage
Products
Goto
user
config
setting,
Enable
‘Manage
Products’.
You
can
select
products
for
each
ticket.
Ticket
PDF
report
with
the
products.
In
User
configuration
there
is
access
rights
for
only
portal
users.(Only
visible
when
portal
user
true)
“Portal
Manager”
“Portal
Leader”
“Portal
User”
If
you
want
to
set
access
for
the
portal
customer
then,
‘Portal
Access’
leave
it
blank
Login
with
Portal
Support
User
and
click
on
“Create”.
This
Wizard
will
popout
after
click
on
create.
Here
Only
Portal
Manager,Leader,
Manager
can
select
partners.
Login
with
‘Portal
Customer’.
Customer
can
only
create
ticket
for
self
only.
Login
with
‘Portal
Support
Leader’.
If
the
customer
exists
then
all
required
fields
fill
automatically.
If
any
new
customer
arrived,
then
create
ticket
with
name
and
email,
it
will
create
new
customer
in
backend.
New
customer
created
and
it
will
automatically
added
to
followers.
Created
cutomer
form
view.
In
portal
you
can
download
ticket
in
PDF
formate
also.
Just
click
‘Download’.
Ticket
in
PDF
formate.
You can filter tickets by creation date.
You can search tickets by tags.
Customer ratings visible to only manager & team leader.
Schedule activity in helpdesk ticket form view.
Configuration added to view portal ticket with access token.
Configuration to give attachment size limit on portal.
Alert comes when attachment size larger then configuration.
Whenever
any
customer/staff
replied,
the
stage
changes
according
to
configurations.
You
can
find
tickets
easily
by
customer/staff
reply
based
on
tags.
You
can
search
tickets
by
product
name
from
the
search
bar.
You
can
update
multiple
tickets
using
“Mass-Action”.
You
can
update
assigned
to
person,
stage,
assign
multi-user
&
add/remove
followers.
We
were
by
default
adding
customers
as
followers
on
ticket
create,
to
make
this
better
we
have
given
configuration
to
on/off
these
auto-add
followers.
We
have
updated
the
auto-close
mechanism
based
on
the
last
replied
date
of
staff.
“Auto
Update
Replied
Status
&
Replied
Date
Based
On
Customer/Staff
Replied
To
Ticket”.
Default
search
updated
with
name,
customer,multi-user,
assigned
to
user,
email,
email
subject,
mobile
number
fields.
We
have
updated
the
counter
tiles
click
records
list.
First,
choose
a
timezone.
Based
on
timezone
create
date
and
last
update
date
comes.
Create
date
and
last
update
date
at
the
portal.
When
direct/inbound
email
comes
then
the
email
subject
shows
in
the
form
view.
When
direct/inbound
email
comes
then
the
email
subject
shows
in
the
kanban
view.
Enable
“Get
email
when
customer
view
ticket?”.
When
customers
see
tickets
from
portal
then
email
notification
goes
to
assigned
user.
In
“User”,
enable
the
“Helpdesk
Whatsapp
Feature”
option.
Whatsapp
message
description
with
the
configuration
setting.
Set
the
signature
in
the
message,
1)
Go
to
Preferences.
2)
Add
Signature.
Click
“Send
By
WhatsApp”
Button
in
helpdesk
tickets.
Choose
recipient,
template
and
edit
Message
as
required
and
click
send
by
whatsapp.
This
is
the
output
shown
in
the
WhatsApp
messenger.
In
helpdesk
ticket
chatter
you
can
see
the
message
which
is
sent.
You
can
send
a
Whatsapp
message
direct
from
the
dashboard.
After
that
one
wizard
opens,
select
details
and
press
“Send”.
This
is
the
output
shown
in
the
WhatsApp
messenger.
When
you
click
“Send
By
WhatsApp”
Button
in
helpdesk
tickets,
this
wizard
opens
choose
details
and
if
you
click
send
then
mail
is
sent.
If
you
click
send
by
WhatsApp
it
sends
the
message
on
WhatsApp.
The
sent
email
looks
like
this.
Helpdesk
SLA
Policy
&
Helpdesk
Ticket
Reminder
security
groups.
Go
to
the
configuration
=>
“Helpdesk
SLA
Policies”.
The
“Helpdesk
SLA
Policy”
form
view
looks
like
this,
you
can
see
SLA
tickets
from
the
smart
button
“SLA
Tickets”.
“SLA
Tickets”
form
view
looks
like
this.
You
can
see
helpdesk
SLA
tickets
also
from
the
helpdesk
ticket
types
using
the
smart
button
“Helpdesk
SLA”.
“SLA
Tickets”
form
view
looks
like
this.
“Helpdesk
Teams”
form
view.
Where
you
can
define
working
schedule
as
well
as
see
helpdesk
SLA
ticket
using
the
smart
button
“Helpdesk
SLA”.
The
search
panel
in
the
helpdesk
tickets
looks
like
this,
you
can
filter
SLA
using
different
filters.
Note:
Search
panel
and
multi-edit
option
available
in
only
v13,v14
&
v15.
You
can
edit
multiple
records
from
the
helpdesk
tickets
list
view.
Note:
Search
panel
and
multi-edit
option
available
in
only
v13,v14
&
v15.
“Helpdesk
Ticket”
form
view,
create
a
ticket
and
save
it.
The
“Helpdesk
Ticket”
form
view
with
SLA
policies.
In
the
helpdesk
ticket
form
view,
you
can
see
SLA
deadline,
Now
we
press
the
“Approve”
button.
When
press
on
the
“Approve”
button
and
all
policies
are
approved
then
stage
change
to
“Done”.
You
can
do
helpdesk
SLA
analysis
from
the
“Reporting”
menu.
Enable
“Ticket
Reminder”.
Go
to
the
configuration
=>
“Helpdesk
Ticket
Alarm”.
Helpdesk
ticket
alarm
form
view
looks
like
this.
Helpdesk
ticket
alarm
form
view
with
the
ticket
reminder.
Helpdesk
ticket
reminders
can
run
using
a
cron
job.
Helpdesk
ticket
reminders
popup
looks
like
this.
Helpdesk
ticket
reminders
email
looks
like
this.
Version 15.0.6 | Released on : 29th January 2022
New
Search Ticket By Tags.
New
Filter Tickets By Creation Date.
Version 15.0.5 | Released on : 7th January 2022
New
Configuration Added To View Portal Ticket With Access Token.
New
Schedule Activity In Helpdesk Ticket Form View.
New
Customer Ratings Visible To Only Manager & Team Leader.
Version 15.0.4 | Released on : 20th December 2021
Version 15.0.3 | Released on : 23rd November 2021
Version 15.0.2 | Released on : 19 October 2021
New
Configuration added to set attachment size limit on portal.
Version
15.0.1 |
Released
on : 10 October
2021
Initial
Initial
Release.
-
Yes,
this
app
works
perfectly
with
CBMS
Enterprise
(CBMS.sh
&
Premise)
as
well
as
Community.
-
Yes,
This
app
is
compatible
with
CBMS’s
Multi-Company
Feature.
- Yes, both helpdesk modules are different.
-
Please
Contact
Us
at
sales@mycbms.comto
request
customization.
-
Yes,
we
provide
free
support
for
100
days.
-
Yes,
you
will
get
free
update
for
lifetime.
-
No,
you
don’t
need
to
install
addition
libraries.
-
Yes,
You
have
to
download
module
for
each
version
(13,14,15)
except
in
version
12
or
lower.
-
No,
We
do
not
provide
any
kind
of
exchange.
Multi-Languages
We have added predefined
some languages(English,
German / Deutsch, Arabic,
Spanish / Espanol, French
/ Francais, Chinese) in
module, If you want to
add other language you
can contact us on support@mycbms.com.
We use google translator
tools for multi-languages
so possible translations
can be not accurate. we
accept suggest to make
more accurate
translations also on support@mycbms.com.
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