In this blog post, we will examine how the Odoo 16 Helpdesk module facilitates ticket assignment and improves visibility in this blog article, which will ultimately result in better customer support.

The Odoo Helpdesk module is intended to assist companies in effectively handling tickets, support requests, and customer inquiries. It offers customer support teams a consolidated platform to monitor, rank, and address client complaints. The Helpdesk module in Odoo 16 has experienced major enhancements that make it even more feature-rich and easy to use.

Setting visibility requires setting up a team first. To access the Helpdesk module. Let’s select the Configuration tab to configure the team. We can see the “Team” under this, as seen in the screenshot below.

Helpdesk Application => Configuration menu => Teams

The records of previously formed Teams, along with their pertinent information like Name, Email Alias, and Company, are displayed in the Team window.

To get more details, we can select a particular Team to view the Team page in detail.

You can examine the “Assignment & Visibility” area here, where you can adjust assignment and visibility settings. You can choose who can see tickets from this helpdesk team and who can’t by using the Visibility option. There are three options available to you here: “All internal users,” “Invited portal users,” and “Invited internal users.”

Invited internal users have access to the team and tickets they are tracking. The user can be added or removed as a follower to change this access on a per-ticket basis. Even if they are not specifically followed, a user with the helpdesk administrator access right level can still view this team and its ticket.

All internal users: Without distinction, all internal users have access to the team and all of its tickets.

Invited Portal Users and All internal users have equal access to the team and all of its tickets. Only the tickets that they are following are accessible to portal users. You can change this access on a per-ticket basis by adding or deleting the portal user as a follower.

Create an internal user after adjusting the visibility to “invited internal users.” You can access the Settings for that. You can manage users in Settings. For that, we need to choose a user from Settings and set the user as Internal User.

Settings Application => Users & Companies menu => Users => Access Rights tab => User Type => Save

Next, you can select “User” in the Helpdesk field. After that, you may use the ‘Change Password’ menu found beneath the Actions button to modify the Demo password.

Return to the Helpdesk module and create tickets after it’s finished. The ticket “Cable Colour and Lock aren’t proper” can be generated here, and the ticket’s team is indicated in the “Team” section. The “Assigned to” field bears the assignee’s mark. One might designate medium, high, or urgent as the priority. In the Type field, the type of ticket can be specified and assigned. We can refer to it as “Issue” in this case. The Tags might also be provided for filtration purposes. You can add the field you wish to include by using the Property field.

The Customer field is where you can enter the customer’s details if you need to include them in the ticket. In the designated field, you can also enter Phone, Email, and Email cc. You also need to enter the information in the fields for the product, analytical account, and sale order item.

You’ll notice an option to add followers when you scroll down. We can add Marc Demo as a follower which is illustrated in the screenshot below.

Let’s now join in as Marc Demo and exit the Mitchel Admin account.

To view the generated ticket on his account, we designated Marc Demo as the internal user. Let’s investigate it in the Helpdesk module now. You can view the created ticket in the following path below by using the Tickets function.

Settings Application => Users & Companies menu => Users => Access Rights tab => User Type => Save

We may now login as Mitchel Admin and exit Marc Demo.

Once more, in addition to the internal user, we can create a new one. Therefore, we must set him up as a public user for that. To accomplish this, allow us to create a new user. Let’s click Settings and create a new user for that.

Let’s now log in as the new user and exit Mitchel Admin.

Next, let’s try to view the just-created ticket by opening the Help Desk module. But there are no tickets available here. The reason for this is that “Laurio Pierot,” the user, is not following this ticket. Let’s log out of this user and log in as “Mitchel Admin” after making sure of this. Changing the visibility is the next step. We’ll do it by opening the Team window from Configuration in the Helpdesk module. We may set the visibility to “All internal users” here under Visibility. so that every internal user can see the ticket.

In this instance, adding followers is not necessary because the ticket is seen by all internal users. We may now log out of Mitchel Admin and log in as “Laurio Poiret,” the newly established user. You may now view the new tickets that are visible in the Helpdesk Overview.

Let’s now log in as “Mitchel Admin” instead of the new account and set the third visibility option, “Invited Portal users and all internal users.” We now need to set the portal user under Settings. We may therefore access the Settings window for that. Select “Manage users.” We have the option to switch to a portal user by selecting “Laurio Poeriet.”

Return to the Helpdesk module and update the ticket with a follower. Allow Laurio Poiret to proceed with the ticket. After exiting Mitchel Admin, log in as LaurioPoeret is a follower, will be able to see the ticket as it appears below.

By reducing human labor, automated ticket assignment frees up support workers to concentrate on quickly addressing issues. Support staff may respond to consumer inquiries more quickly and accurately with improved visibility and tracking, which raises customer satisfaction. The Odoo 16 Helpdesk module ensures scalability and constant service quality by adapting to changing support requirements as businesses develop.