$ 60.51
| Required Apps |
•
CRM (crm)
• Invoicing (account) • Project (project) • Sales (sale_management) • Website (website) • Calendar (calendar) • Contacts (contacts) • Discuss (mail) • Employees (hr) |
| Community Apps Dependencies |
website_helpdesk_support_ticket
|
| Technical Name |
helpdesk_occasional_agents
|
| License | OPL-1 |
| Technical Name |
helpdesk_occasional_agents
|
| License | OPL-1 |
Introduction
The Odoo Helpdesk Occasional Agents module is a powerful tool designed to enhance collaboration and expertise within your customer support process. It allows you to grant temporary and controlled access to specific helpdesk tickets to internal employees who are not regular support agents. This is ideal for situations where a ticket requires specialized knowledge from another department, such as finance, logistics, or technical teams. By enabling these "occasional agents" to view and participate in the ticket's communication thread, you can resolve customer issues more efficiently, improve the quality of your support, and foster a culture of cross-departmental teamwork.
Key Features
Assign specific helpdesk tickets to internal users from any department.
"Occasional agents" gain access to a dedicated menu to view only the tickets assigned to them.
Enables non-support staff to communicate directly on the ticket's chatter.
Maintain full control over which tickets are shared and with whom.
Seamlessly integrates with the Odoo Helpdesk and employee management systems.
Allows occasional agents to collaborate with both the support team and the customer.
Keeps all communication and internal notes centralized within the ticket.
Benefits
Faster Resolutions: Resolve complex tickets more quickly by bringing in subject matter experts from other departments.
Improved First-Contact Resolution: Increase the likelihood of resolving an issue on the first try by leveraging specialized knowledge.
Enhanced Customer Satisfaction: Provide more accurate and comprehensive answers to customer inquiries.
Better Internal Collaboration: Break down silos between departments and foster a more collaborative support environment.
Increased Efficiency: Streamline the process of getting expert input without needing to create complex workarounds.
Controlled Access: Ensure that employees only see the specific tickets they are assigned to, maintaining data privacy.
Empowers Employees: Allows all employees to contribute to the customer experience, making everyone part of the support process.
Compatibility & Technical Details
Required Modules: CRM (crm), Invoicing (account), Project (project), Sales (sale_management), Website (website), Calendar (calendar), Contacts (contacts), Discuss (mail), Employees (hr)
Community Apps Dependencies: Website Helpdesk Support Ticket and Issue Management
License: See License tab
Technical Name: helpdesk_occasional_agents
Installation:
After purchasing the module, download the zip file.
Extract the file to access the helpdesk_occasional_agents folder.
Copy the module folder into your Odoo addons directory.
In your Odoo instance, activate developer mode.
Navigate to the 'Apps' menu and update the module list.
Search for the module and click 'Install' to complete the setup.
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.