Customer Support

Odoo Customer Support

Odoo CMS

Provide excellent customer service with integrated support tools.

Odoo Customer Support is a helpdesk module that organizes incoming customer questions into tickets, backed by a self-service knowledge base and SLA tracking so response times stay on target. Simplify-ERP configures ticket pipelines, SLA policies, and email and chat channels so all support requests land in one place instead of scattered inboxes.

Odoo module
Helpdesk
Setup effort
Medium, SLA config needed
Best for
Support & customer service teams
Integrates with
Live Chat, CRM, Knowledge base

Use cases

Customer service lead at a 25-person SaaS company

Situation
Support emails, chat messages, and portal requests currently sit in three separate inboxes, so tickets get missed and response times vary widely.
How we solve it
Simplify-ERP consolidates all three channels into one Odoo Helpdesk pipeline with SLA rules, giving the lead a single queue and a clear view of which tickets need attention first.

Operations manager at a hardware manufacturer with a small support desk

Situation
The same installation questions get asked repeatedly by different customers, taking up hours the small team does not have.
How we solve it
The manager publishes step-by-step installation guides to the Odoo knowledge base, so customers can find answers themselves and the team fields fewer repeat tickets.

FAQ

Frequently asked questions

Can support requests come in from multiple channels?

Yes, tickets can be created from email, the live chat widget, or a customer portal form, and they all appear in the same helpdesk pipeline regardless of channel.

How does SLA management work?

You define response and resolution time targets per ticket type or customer tier, and Odoo flags tickets that are at risk of missing their SLA so agents can prioritize them.

Can customers help themselves before contacting support?

Yes, the built-in knowledge base lets you publish articles that customers can search before opening a ticket, which can reduce the volume of repetitive questions reaching your team.

Can I see how my support team is performing?

Yes, the helpdesk includes reporting on ticket volume, response times, and SLA compliance, so you can identify bottlenecks and adjust staffing or processes accordingly.

Ticket System

Organized support ticket management.

Knowledge Base

Self-service for your customers.

SLA Management

Meet service level agreements.

Multi-Channel

Email, chat and more integrated.

Improve Support

Increase customer satisfaction.