Introduction

Helpdesk Email Routing by Company in Odoo refines multi-company support by enabling each legal entity to use its own SMTP/IMAP servers and alias domains within the Helpdesk module. Ideal for businesses managing multiple brands or entities, this module ensures that all customer service emails—both inbound and outbound—are routed through the correct company’s email infrastructure, preserving brand consistency, improving deliverability, and maintaining clear separation of support workflows.

Key Features

• Assign unique SMTP (outgoing) server settings for Helpdesk emails per company

• Configure individual IMAP (incoming) mail servers per company for ticket creation and routing

• Set distinct alias domains per company to maintain brand-accurate email addresses in helpdesk communications

• Integrate seamlessly with core modules—including Helpdesk, CRM, Discuss (mail), Invoicing, Project, Recruitment, Sales, Calendar, Contacts, and Employees—for streamlined email routing

• Built on top of the base “Mail SMTP and IMAP + Alias Domain by Company” architecture for Helpdesk-specific routing flexibility

Benefits

• Ensures incident requests are associated with the correct company identity and infrastructure

• Reduces misrouting risks and simplifies tracking of customer support emails per entity

• Enhances email deliverability and professional consistency with dedicated alias domains

• Streamlines support operations across multiple brands with clear routing segmentation

• Preserves auditability and governance by separating email flows by company in shared environments

Compatibility & Technical Details

• Required Modules:

  • Helpdesk (helpdesk)

  • Discuss (mail)

  • CRM (crm)

  • Invoicing (account)

  • Project (project)

  • Recruitment (hr_recruitment)

  • Sales (sale_management)

  • Calendar (calendar)

  • Contacts (contacts)

  • Employees (hr)

• Community Dependency: Requires base module mail_smtp_imap_by_company

• Technical Name: mail_smtp_imap_by_company_helpdesk

• License: OPL-1 (Odoo Proprietary License v1.0)

Installation Steps (general outline):

1. Ensure all required modules—including Helpdesk, CRM, Discuss, Accounting, Project, Recruitment, Sales, Calendar, Contacts, and Employees—are installed.

2. Install the base mail_smtp_imap_by_company module for shared email routing foundation.

3. Add the mail_smtp_imap_by_company_helpdesk module to your Odoo Add-Ons directory.

4. Activate Developer Mode, update the app list, and install this Helpdesk-specific routing module.

5. Configure SMTP, IMAP, and alias domains for each company in the respective settings.

6. Helpdesk emails will now be correctly routed using company-specific servers and alias domains.