$ 94.32
| 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_service_level_agreement
|
| License | OPL-1 |
| Technical Name |
helpdesk_service_level_agreement
|
| License | OPL-1 |
Introduction
This Odoo module introduces a fully integrated Service Level Agreement (SLA) feature for helpdesk support ticketing. It allows administrators to define SLA levels, assign them to customers, automatically calculate ticket deadlines, and monitor team performance through SLA logs and analytical reports. Designed for support teams aiming to elevate response standards, this module enables structured SLA enforcement and professional-level oversight within Odoo.
Key Features
Configure custom SLA levels with criteria such as ticket category and priority for automatic deadline computation
Assign SLA levels to customers to enforce appropriate response expectations
Define helpdesk team working time and calendars alongside estimated response or reply timelines for each SLA stage
Display detailed SLA time logs on helpdesk ticket forms for transparent tracking
Access SLA analysis tools offering BI reports with list, pivot, and graphical views for ticket SLA performance tracking
Benefits
Enhances SLA enforcement through automated deadline tracking and customer-level assignment
Boosts response efficiency and helps teams meet support standards consistently
Increases transparency with SLA logs visible directly on tickets
Empowers data-driven improvement via comprehensive SLA performance reporting
Raises the quality and professionalism of helpdesk operations in Odoo
Compatibility & Technical Details
Technical Name: helpdesk_service_level_agreement
Required Modules: CRM, Invoicing, Project, Sales, Website, Calendar, Contacts, Discuss (mail), Employees (hr)
Community Apps Dependency: website_helpdesk_support_ticket
License: Odoo Proprietary License v1.0 (OPL-1)
Installation Steps:
Add the module folder to your custom addons directory.
Update the module list through the Odoo interface.
Install the module.
Configure SLA levels and assign them to customers. Set support team working times and deadlines per SLA stage. Monitor deadlines and review SLA performance reports to drive support improvements.
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.