In Odoo, a ticket is a record within the Helpdesk module that represents a customer support request. It essentially acts as a digital file that tracks all the communication and activity related to a specific customer issue.
Here’s a breakdown of what a ticket in Odoo typically entails:
Customer Issue: This is the core of the ticket, detailing the problem the customer is facing.
Communication History: All interactions between the customer and support staff regarding the issue are logged within the ticket. This can include emails, chats, and internal notes.
Additional Details: Depending on how the website form is set up, the ticket might include specific details about the issue, like screenshots or product information.
Ticket Status: Tickets progress through different stages, such as “New,” “In Progress,” and “Resolved,” reflecting the current state of the customer’s request.
Assigned Agent: Tickets can be assigned to specific support agents for handling and resolution.
There are a couple of key reasons why Odoo allows you to generate tickets through website forms:
Convenience for Customers: It provides a user-friendly way for customers to submit support requests directly from your website. This eliminates the need for them to search for an email address or phone number, and allows them to submit their issue at their convenience.
Streamlined Workflow: When a ticket is submitted through a website form, it gets automatically routed into the Odoo Helpdesk system. This eliminates the need for manual data entry and keeps all customer communication centralized for improved efficiency.
Improved Data Collection: You can customize the website form to collect specific information about the customer’s issue. This ensures that the support team has all the necessary details to diagnose and resolve the problem quickly.
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