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User Guide - SH All-In-One Helpdesk

User Guide - SH All-In-One Helpdesk

Day-to-day operations guide for support agents and team members.

Table of Contents

  1. Getting Started
  2. Working with Tickets
  3. Ticket Lifecycle
  4. Communication
  5. Time Tracking
  6. Using the Dashboard
  7. Keyboard Shortcuts
  8. Best Practices

Getting Started

Accessing Helpdesk

  1. Log in to Odoo
  2. Click Helpdesk in the main menu
  3. You'll see the ticket kanban view by default

Understanding the Interface

┌─────────────────────────────────────────────────────────────┐
│ Helpdesk  │  Tickets  │  Dashboard  │  Configuration       │
├─────────────────────────────────────────────────────────────┤
│ [Create] [Import]           │ Search... │ Filters ▼ │ Group │
├─────────────────────────────────────────────────────────────┤
│                                                             │
│  ┌──────────┐  ┌──────────┐  ┌──────────┐  ┌──────────┐   │
│  │   NEW    │  │IN PROGRESS│  │   DONE   │  │  CLOSED  │   │
│  ├──────────┤  ├──────────┤  ├──────────┤  ├──────────┤   │
│  │ HD00001  │  │ HD00003  │  │ HD00002  │  │          │   │
│  │ HD00004  │  │          │  │          │  │          │   │
│  └──────────┘  └──────────┘  └──────────┘  └──────────┘   │
└─────────────────────────────────────────────────────────────┘

View Options

View Icon Best For
Kanban Grid icon Visual workflow overview
List Lines icon Bulk operations, sorting
Form (click ticket) Full ticket details
Calendar Calendar icon Date-based planning

Working with Tickets

Creating a New Ticket

  1. Click Create button (or Alt+C)
  2. Fill in required fields:
Field Required Description
Customer Yes Select or create contact
Subject Yes Brief issue description
Description No Detailed information
Team Yes Assign to team
Assigned To No Primary agent
Priority No Urgency level
Category No Issue classification
Type No Ticket type
  1. Click Save (Ctrl+S)

Finding Tickets

Type in the search bar to find tickets by:
- Ticket number (HD00001)
- Subject text
- Customer name
- Description content

Using Filters

Click Filters dropdown:

Filter Shows
My Tickets Assigned to you
Unassigned No assignee
Open Not closed/cancelled
Starred Favorited tickets
Created Today Today's tickets
This Week This week's tickets

Custom Filters

  1. Click Filters → Add Custom Filter
  2. Select field, operator, value
  3. Click Apply

Example: Find all high priority tickets:

Priority → = → High

Grouping

Click Group By to organize tickets:
- By Stage
- By Team
- By Assigned User
- By Priority
- By Category

Ticket Form Overview

┌─────────────────────────────────────────────────────────────┐
│ HD00001 - Customer Login Issue                    [★] [⋮]  │
├─────────────────────────────────────────────────────────────┤
│ [Advance] [Resolve] [Close] [Cancel] [Reply] [WhatsApp]     │
├──────────────────────────────────┬──────────────────────────┤
│ Customer: John Smith             │ Stage: In Progress       │
│ Email: john@example.com          │ Priority: High           │
│ Mobile: +1-555-0123              │ Team: Tier 1 Support     │
│                                  │ Assigned: Jane Agent     │
├──────────────────────────────────┴──────────────────────────┤
│ Subject: Customer Login Issue                               │
├─────────────────────────────────────────────────────────────┤
│ Description:                                                │
│ Customer unable to log in to portal. Getting "Invalid       │
│ credentials" error even with correct password.              │
├─────────────────────────────────────────────────────────────┤
│ Category: Technical Support > Software Issue                │
│ Type: Support Request                                       │
│ Products: [Portal Access]                                   │
│ Tags: [login] [password] [urgent]                           │
├─────────────────────────────────────────────────────────────┤
│ SLA Status: ● On Track (Due: 2h 30m)                        │
├─────────────────────────────────────────────────────────────┤
│ [Chatter - Messages and Notes]                              │
│ ┌─────────────────────────────────────────────────────────┐ │
│ │ Jane Agent (2 min ago)                                  │ │
│ │ Investigating the issue...                              │ │
│ ├─────────────────────────────────────────────────────────┤ │
│ │ John Smith (10 min ago)                                 │ │
│ │ Please help, I cannot access my account!                │ │
│ └─────────────────────────────────────────────────────────┘ │
└─────────────────────────────────────────────────────────────┘

Editing Tickets

  1. Open ticket (click in kanban or list)
  2. Click Edit or directly modify fields
  3. Save changes (Ctrl+S)

Editable Fields:
- Subject
- Description
- Priority
- Category/Sub-category
- Team
- Assigned User(s)
- Tags
- Products
- Due Date

Reassigning Tickets

To Single User:
1. Open ticket
2. Click Assigned To field
3. Select new user
4. Save

To Multiple Users:
1. Open ticket
2. Click Multi Assign field
3. Select users
4. Save

To Different Team:
1. Open ticket
2. Change Team field
3. Update Assigned To if needed
4. Save

Ticket Lifecycle

Standard Workflow

    ┌─────────┐
    │   NEW   │  Ticket created
    └────┬────┘
         │
         ▼
    ┌─────────┐
    │ASSIGNED │  Agent takes ownership
    └────┬────┘
         │
         ▼
    ┌─────────┐
    │IN PROG. │  Work in progress
    └────┬────┘
         │
    ┌────┴────┐
    ▼         ▼
┌───────┐ ┌───────┐
│PENDING│ │RESOLVED│  Waiting or complete
└───┬───┘ └───┬───┘
    │         │
    └────┬────┘
         ▼
    ┌─────────┐
    │ CLOSED  │  Finalized
    └─────────┘

Stage Actions

Action Button Effect
Advance Advance Move to next stage
Resolve Resolve Mark work as done
Close Close Finalize ticket
Cancel Cancel Cancel ticket
Re-open Re-open Reopen closed ticket

Advancing Stages

Method 1: Button
- Click Advance button to move to next configured stage

Method 2: Drag & Drop
- In kanban view, drag ticket card to target column

Method 3: Field Edit
- In form view, change Stage field directly

Resolving Tickets

  1. Ensure all work is complete
  2. Add final notes in chatter
  3. Click Resolve button
  4. Ticket moves to "Done" stage

Closing Tickets

  1. Verify customer satisfaction
  2. Click Close button
  3. Ticket moves to "Closed" stage
  4. Close date and user recorded

Cancelling Tickets

  1. Click Cancel button
  2. Enter cancellation reason (optional)
  3. Ticket moves to "Cancelled" stage

Communication

Using Chatter

The chatter (message area) at the bottom of tickets allows:
- Customer communication
- Internal notes
- Activity logging

Sending a Message (Visible to Customer)

  1. Click Send message in chatter
  2. Type your message
  3. Add attachments if needed
  4. Click Send

Logging an Internal Note

  1. Click Log note in chatter
  2. Type internal information
  3. This is NOT visible to customer
  4. Click Log

Reply via Email

  1. Click Reply button
  2. Compose message in wizard
  3. Select/create attachments
  4. Click Send

Quick Reply Templates

  1. In reply wizard, click Quick Reply Template dropdown
  2. Select a template
  3. Template content is inserted
  4. Modify as needed
  5. Send

WhatsApp Integration

  1. Ensure customer has mobile number
  2. Click WhatsApp button
  3. Message is converted to text format
  4. WhatsApp Web opens with pre-filled message
  5. Send via WhatsApp

Email Notifications

Automatic emails are sent when:
- New ticket created (to customer)
- Ticket assigned (to agent)
- Stage changes (if template configured)
- Reply sent (to customer)

Following Tickets

To receive updates on tickets you're not assigned to:
1. Open ticket
2. Click Follow button (star icon)
3. You'll receive notifications

Time Tracking

Starting Time Tracking

  1. Open ticket
  2. Click Start button (timer icon)
  3. Timer begins counting

Stopping Time Tracking

  1. Click Stop button
  2. Enter description of work done
  3. Click End Ticket
  4. Time is logged to timesheet

Viewing Time Entries

  1. Open ticket
  2. Go to Timesheet tab
  3. View all time entries

Time Tracking Rules

  • Only one ticket can be tracked at a time (unless configured otherwise)
  • Time is calculated from start to stop
  • Entries link to project for reporting

Using the Dashboard

Location: Helpdesk → Dashboard

Dashboard Overview

┌─────────────────────────────────────────────────────────────┐
│                    HELPDESK DASHBOARD                        │
├─────────────────────────────────────────────────────────────┤
│ Filter: [Team ▼] [Leader ▼] [User ▼] [Period ▼]             │
├─────────────────────────────────────────────────────────────┤
│                                                             │
│  ┌─────────┐  ┌─────────┐  ┌─────────┐  ┌─────────┐        │
│  │   NEW   │  │IN PROG. │  │  DONE   │  │ CLOSED  │        │
│  │   12    │  │    8    │  │   45    │  │   123   │        │
│  └─────────┘  └─────────┘  └─────────┘  └─────────┘        │
│                                                             │
├─────────────────────────────────────────────────────────────┤
│  Today: 5  │  This Week: 23  │  This Month: 89             │
├─────────────────────────────────────────────────────────────┤
│  [Detailed Table View]                                      │
└─────────────────────────────────────────────────────────────┘

Filtering Dashboard

Filter Options
Team Select specific team
Team Leader Filter by leader
User Filter by assigned user
Period Today, Yesterday, Weekly, Monthly, Yearly, Custom

Counter Cards

Click any counter card to open filtered ticket list.

Using Date Filters

  1. Select Period dropdown
  2. Choose time range
  3. Or select Custom for date picker
  4. Dashboard updates automatically

Keyboard Shortcuts

Shortcut Action
Alt + C Create new record
Ctrl + S Save
Ctrl + D Discard changes
Ctrl + K Open command palette
Ctrl + Enter Send message
Esc Close dialog
← → Navigate records

Best Practices

Ticket Creation

DO:
✓ Use clear, descriptive subjects
✓ Include relevant details in description
✓ Set appropriate priority
✓ Categorize correctly
✓ Attach relevant files

DON'T:
✗ Create duplicate tickets
✗ Leave subject vague ("Help needed")
✗ Forget to assign team
✗ Skip categorization

Communication

DO:
✓ Respond promptly
✓ Keep customer informed
✓ Use professional language
✓ Log internal notes separately
✓ Use quick replies for common responses

DON'T:
✗ Share internal notes with customers
✗ Leave tickets without updates
✗ Use jargon customers won't understand
✗ Forget to follow up

Workflow

DO:
✓ Update stage as work progresses
✓ Track time for all work
✓ Close tickets when complete
✓ Add resolution notes
✓ Request customer feedback

DON'T:
✗ Leave tickets in wrong stage
✗ Forget to resolve before closing
✗ Skip time tracking
✗ Close without resolution

Daily Routine Checklist

daily_agent_checklist:
  start_of_day:
    - "[ ] Check new tickets assigned to me"
    - "[ ] Review tickets awaiting customer response"
    - "[ ] Check SLA alerts for approaching deadlines"

  during_day:
    - "[ ] Update ticket stages as work progresses"
    - "[ ] Respond to customer messages within SLA"
    - "[ ] Track time on tickets"
    - "[ ] Add internal notes for complex issues"

  end_of_day:
    - "[ ] Ensure all worked tickets have updated status"
    - "[ ] Stop any running time trackers"
    - "[ ] Check for tickets needing follow-up tomorrow"
    - "[ ] Review personal statistics"

Common Operations Quick Reference

Create Ticket

Helpdesk → Tickets → Create → Fill form → Save

Reply to Customer

Open ticket → Reply button → Compose → Send

Resolve Ticket

Open ticket → Resolve button

Assign to Colleague

Open ticket → Edit → Change Assigned To → Save

View My Tickets

Helpdesk → Tickets → Filters → My Tickets

Track Time

Open ticket → Start → (work) → Stop → Enter description → End

Check SLA Status

Open ticket → View SLA Status section

Next: Admin Guide

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