$ 79.17
| Required Apps |
•
Website (website)
• Discuss (mail) • CRM (crm) • Invoicing (account) • Project (project) • Sales (sale_management) • Calendar (calendar) • Contacts (contacts) • Employees (hr) |
| Community Apps Dependencies |
website_helpdesk_support_ticket
|
| Technical Name |
helpdesk_ticket_knowledge_base
|
| License | OPL-1 |
| Technical Name |
helpdesk_ticket_knowledge_base
|
| License | OPL-1 |
Introduction
The "Knowledge Base for HelpDesk Support Ticket" module, developed by Probuse Consulting Service Pvt. Ltd., is a robust Odoo add-on designed to enhance the efficiency of your helpdesk and support operations. It seamlessly integrates a Q&A-style knowledge base into your helpdesk ticket management workflow. This tool empowers your support team to quickly create new knowledge articles from tickets and to use existing knowledge to provide faster, more consistent answers to customers. It also gives customers the ability to search for solutions on their own, reducing the number of new tickets created.
Key Features
Quick Knowledge Base Creation: Allows your support team to instantly create new Q&A articles directly from a helpdesk ticket.
Efficient Searching and Replying: Enables support staff to search the existing knowledge base and quickly send a relevant article's URL to customers.
Article Management: Provides tools for the support team to categorize and tag knowledge base articles in the backend.
Customer Self-Service: Customers can view and search the knowledge base on your website and within their portal account before submitting a new ticket, promoting self-service support.
Two-way Visibility: Knowledge articles are visible to both your internal support team and external customers through the website and portal.
Benefits
Accelerated Support: Reduces ticket resolution time by providing easy access to a library of pre-written answers.
Consistent Information: Ensures customers receive uniform and accurate information from all support agents.
Reduced Ticket Volume: Promotes self-service, which can significantly decrease the number of incoming support tickets.
Centralized Knowledge: Creates a central repository for all support-related Q&A, preventing knowledge silos within the team.
Compatibility & Technical Details
This module is compatible with Odoo version 17.0 and is a community-level app. It requires several other standard Odoo applications to function, including Website, Discuss, CRM, Invoicing, Project, Sales, Calendar, Contacts, and Employees, as well as the community app website_helpdesk_support_ticket. The technical name of the module is helpdesk_ticket_knowledge_base. It is licensed under the Odoo Proprietary License v1.0 (OPL-1).
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.