$ 30.82
| Required Apps |
•
Contacts (contacts)
• Discuss (mail) |
| Community Apps Dependencies |
sync_helpdesk
|
| Technical Name |
sync_helpdesk_escalation
|
| License | OPL-1 |
| Technical Name |
sync_helpdesk_escalation
|
| License | OPL-1 |
Introduction
This Odoo module enhances helpdesk workflows by automating ticket escalation when issues remain unresolved. It enables routing of tickets from front-line agents to parent teams or higher support levels, ensuring critical issues receive prompt attention with clear documentation and notification mechanisms. This provides an effective solution for maintaining ticket resolution quality and customer satisfaction.
Key Features
Escalate unresolved tickets automatically to appropriate parent teams or higher levels
Identify and assign parent teams once escalation criteria are triggered
Send automated notifications to the escalated team for timely response
Maintain clear traceability of ticket escalation history
Benefits
Ensures critical issues are addressed by the right team promptly
Enhances helpdesk efficiency with intelligent, rule-based escalation
Boosts customer satisfaction through faster and more reliable issue resolution
Strengthens internal accountability via transparent escalation workflows
Compatibility & Technical Details
Technical Name: sync_helpdesk_escalation
License: Odoo Proprietary License (OPL-1)
Required Modules:
Contacts (contacts)
Discuss (mail)
Installation Steps:
Ensure that the Contacts and Discuss modules are installed in your Odoo system.
Install this escalation workflow module (sync_helpdesk_escalation) within your Odoo environment.
Define team hierarchies and escalation rules in the helpdesk settings.
When tickets remain unresolved, the system escalates automatically to parent teams and sends notifications.
Odoo Proprietary License v1.0 This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file). You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one). It is forbidden to publish, distribute, sublicense, or sell copies of the Software or modified copies of the Software. The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.