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Globalteckz - Official Odoo Partners | www.globalteckz.com| Helpdesk Support Ticket Management from Website

www.globalteckz.com

Helpdesk Support

Ticket Management

from Website:

(Odoo version – 10 & 11)

Version: 1-01

Document Security: Public

Presented by Globalteckz Team

www.globalteckz.com


Version Control Log Version Author Description of Changes Date

Odoo Version Author Document Name

10 and 11 Globalteckz

Helpdesk Support Ticket Management

from Website:

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Originated in India.


Helpdesk Support Ticket Management from Website:

Manage your customer, helpdesk tickets, support tickets, assign the tickets to users and team

members.

Proper support to your customer is one of the most important aspects of business. It is important

to select the help desk solution that addresses your organisation’s business requirements.

Remember, the one-size-fits-all rule does not apply when choosing a help desk solution. Not

every organization will require the same feature set; that is why we have crafted this module so

to ensure you get different solution for Helpdesk

Following are the list of main features for Helpdesk Module.

Customer can generate support tickets from the website.

Status Of existing open tickets

Allocation of tickets to different users based on case you define

Multiple invoicing available for generating bills

Customer feedback and rating system

You can assign tickets to team as well incase issue require multiple people to resolve.

Timesheet management

Reporting of timesheets

Customer can see multiple tickets such as open or closed


Following are the screenshots where we tried to cover few functions of Helpdesk & support from website

In the below screenshot you can see we have defined different types of users


As an administrator you can see the list of support tickets

Below is the example of a closed ticket which you can reopen in case require


Customer can see the menu on the website “Helpdesk” and can create a new ticket after logging

Registration of a new ticket with all the details including the priority and documents attachment facility

incase require.


Once the ticket is submitted customer receive the thank you message

Customer can see the list of all the tickets


Customer can view all information about a particular ticket

Customer can raise issue to the assigned user


After administrator assign the ticket to particular user – the user can see the below view including –

customer name, priority, total number of hours spent, Invoicing and other information

The user can register the payment and view the invoies


Creation of task for particular tickets - Here is an example of timesheet management

Timesheet and number of hours spent


Assigning of helpdesk ticket to team & members

Helpdesk analysis by administrator on the total number of hours spent


Printing of PDF Reports for particular ticket

Multiple invoicing management for different tickets



eMail template to the customer

Customer feedback and rating management for the support


Customer feedback for a particular ticket


About GlobalTeckz

At GlobalTeckz we offer our clients with world class Business and Enterprise solutions, we are a

company of Experienced Professionals holding many years of expertise in implementing

OpenERP, Magento, and Joomla for our clients across the globe.

GlobalTeckz is currently having the presence in India. We offer Business solutions to ensure

smooth working of client’s business processes at competitive prices. Our teams have many years

of experience in handling business application with best methodology.

We Analyze – Develop – Implement –Support the Enterprise grade business software to assure

successful implementations of ERP solutions specific serving manufacturing, Trading,

eCommerce and Service Verticals. Globalteckz is an official Odoo partner.

Our Development team is based in India and worked round the clock to provide flexibility in

communication. Our Open source Business software implementations specially crafted for Small

and Mid Sized Businesses.

We believe in excellent customer services during and after implementation. We not even offer

you with these solutions but also help you in consulting &selecting the best suitable solutions for

your business.

We use latest implementation & development methodology to ensure quality and timely

implementation which meets the needs of our customers.


GlobalTeckz

Mumbai, India

To learn more visit

www.globalteckz.com

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