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Ticket Email Auto Notification - Helpdesk Support

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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_ticket_auto_response
License OPL-1
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Technical Name helpdesk_ticket_auto_response
License OPL-1

1. Introduction

The Helpdesk Ticket Auto-Response module enriches customer support workflows by automating email notifications based on ticket stage transitions. Upon stage changes, pre-configured email templates can be dispatched to customers, followers, or internal users—seamlessly integrated into Odoo’s helpdesk process.

2. Key Features

  • Configurable Stage-Based Emails
    Enable automatic notifications when a ticket moves to specific stages—directly selectable on the stage form.

  • Tailored Email Templates
    Set distinct templates per stage to personalize messaging for customers, internal teams, and followers.

  • Flexible Recipient Options
    Choose among the customer, internal users, and followers as automatic notification recipients.

3. Benefits

  • Boosted Response Consistency
    Ensure timely, standardized communication aligns with ticket progress—without manual steps.

  • Operational Focus
    Reduces administrative overhead, enabling support teams to focus on resolutions.

  • Enhanced Transparency
    Keeps all stakeholders informed in real-time, improving collaboration and customer satisfaction.

4. Compatibility & Requirements

AspectDetails
Required ModulesCRM, Invoicing, Project, Sales Management, Website, Calendar, Contacts, Mail, HR; plus the website_helpdesk_support_ticket community module.
Technical Namehelpdesk_ticket_auto_response
Supported VersionOdoo Community Edition—versions 11 through 18, including 17. Not supported in Odoo SaaS (“Odoo Online”).
LicenseOdoo Proprietary License v1.0 (OPL-1)—requires a valid purchase; redistribution prohibited.

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.