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Quick Start Guide - SH All-In-One Helpdesk

Quick Start Guide - SH All-In-One Helpdesk

Get your helpdesk system running in 15 minutes.

Prerequisites Checklist

[ ] Odoo 18.0 installed and running
[ ] Admin access to Odoo instance
[ ] Module sh_all_in_one_helpdesk available in addons path
[ ] Required dependencies installed (mail, portal, sale_management, etc.)
[ ] Email server configured (optional but recommended)

Step 1: Install the Module (2 minutes)

  1. Access Apps Menu
  2. Log in as administrator

  3. Navigate to: Apps menu

  4. Find the Module

  5. Click "Update Apps List" (if first time)

  6. Search for: All In One Helpdesk

  7. Install

  8. Click the module card
  9. Click Install button
  10. Wait for installation to complete

Verification:

[ ] Module appears as "Installed" in Apps
[ ] New "Helpdesk" menu appears in main menu bar

Step 2: Basic Configuration (5 minutes)

2.1 Access Helpdesk Settings

  1. Navigate to: Helpdesk → Configuration → Settings

2.2 Configure Company Defaults

Setting Recommended Value Purpose
Enable Category ✓ Checked Organize tickets by category
Enable Sub-Category ✓ Checked More granular classification
Enable Customer Rating ✓ Checked Collect feedback
Auto-Close Tickets Optional Auto-close after N days inactive
Display Multi-User ✓ Checked Assign multiple agents
Auto Add Customer as Follower ✓ Checked Customer receives updates

2.3 Set Default Stages

Stage Type Select From Dropdown
New/Draft Stage "New" or "Draft"
Resolved Stage "Done" or "Resolved"
Closed Stage "Closed"
Cancel Stage "Cancelled"
Re-open Stage "Re-opened"

Save Settings

Verification:

[ ] Settings saved without errors
[ ] Default stages are set

Step 3: Create Your First Team (3 minutes)

  1. Navigate to: Helpdesk → Configuration → Teams

  2. Click Create

  3. Fill in:
    | Field | Value |
    |-------|-------|
    | Team Name | "Support Team" (example) |
    | Team Head | Select a user (leader) |
    | Team Members | Select support agents |
    | Working Hours | Select company calendar |

  4. Click Save

Verification:

[ ] Team created successfully
[ ] Team head assigned
[ ] At least one team member added

Step 4: Create Ticket Stages (2 minutes)

Default stages are created automatically. Verify or customize:

  1. Navigate to: Helpdesk → Configuration → Stages

  2. Verify these stages exist:
    [ ] New (sequence: 1) [ ] In Progress (sequence: 2) [ ] Done (sequence: 3) [ ] Closed (sequence: 4) [ ] Cancelled (sequence: 5)

  3. Optional: Add email templates to stages for automatic notifications

Step 5: Assign User Permissions (2 minutes)

  1. Navigate to: Settings → Users & Companies → Users

  2. For each support user:

  3. Edit user

  4. Under "Helpdesk" section, select:

    • Support User - Basic agent
    • Team Leader - Team supervisor
    • Support Manager - Full admin

  5. Save each user

Verification:

[ ] At least one Support Manager exists
[ ] Support agents have Support User role
[ ] Team leaders have Team Leader role

Step 6: Create Your First Ticket (1 minute)

  1. Navigate to: Helpdesk → Tickets

  2. Click Create

  3. Fill in minimum required fields:
    | Field | Value |
    |-------|-------|
    | Customer | Select or create contact |
    | Subject | "Test Ticket - Please Ignore" |
    | Description | "This is a test ticket" |
    | Team | Select your team |
    | Assigned To | Select an agent |

  4. Click Save

Verification:

[ ] Ticket created with auto-generated number (e.g., HD00001)
[ ] Ticket appears in kanban view under "New" stage
[ ] Assigned user can see the ticket

Quick Start Complete!

You now have a working helpdesk system. Next steps:

  1. Configure Email Integration
  2. Set up incoming email to auto-create tickets

  3. See: Configuration Guide

  4. Set Up SLA Policies

  5. Define response/resolution time targets

  6. See: Admin Guide

  7. Customize Categories

  8. Add ticket categories for your business

  9. Navigate to: Helpdesk → Configuration → Categories

  10. Enable Customer Portal

  11. Allow customers to submit/track tickets online

  12. See: Configuration Guide

  13. Train Your Team

  14. Share User Guide with support agents

Quick Reference - Daily Operations

Create Ticket

Helpdesk → Tickets → Create

View All Tickets

Helpdesk → Tickets → (switch to List/Kanban view)

My Assigned Tickets

Helpdesk → Tickets → Filter: "My Tickets"

Resolve Ticket

Open ticket → Click "Resolve" button

Close Ticket

Open ticket → Click "Close" button

Keyboard Shortcuts

Action Shortcut
New Ticket Alt + C (in ticket list)
Save Ctrl + S
Edit Ctrl + E
Search Ctrl + K

Troubleshooting Quick Start Issues

Module Won't Install

  • Check Python dependencies: beautifulsoup4 must be installed
  • Check Odoo logs for specific error messages
  • Ensure all dependent modules are available
  • Clear browser cache
  • Log out and log back in
  • Verify user has Helpdesk permissions

Can't Create Tickets

  • Ensure at least one team exists
  • Verify user has Support User role or higher

Next: Installation Guide for detailed setup

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