Services

Odoo Helpdesk: ticketing system software

Enterprise

Track, prioritize, and solve customer tickets

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Odoo Ready Partner
★★★★★4.9 on Clutch
Calgary, in-house team
Odoo Helpdesk logo
What it does

What Odoo Helpdesk does

Odoo Helpdesk is the Enterprise app that runs your customer support inbox. Every request, whether it comes in by email, a form on your website, a phone call logged by an agent, or a live chat that gets handed off, lands as a ticket on the board for the right team. Agents work the queue, talk to the customer from the same screen, escalate the messy ones, and close them out.

Each team runs its own queue with its own response-time targets, its own email address, and its own list of who is allowed to see what. A two-person shop and a 40-agent operation use the same setup, just tuned differently.

For Odoo's own product overview, see Odoo's product listing.

How it works

The day-to-day flow

A new ticket lands on the team board. It can come in four ways. The team has its own email address, so a customer replying to a support thread or sending a fresh email opens a new ticket on its own with the full message captured. A web form on your site posts the same way. An agent in the field can type a ticket in by hand, and if you run Live Chat the agent can escalate a chat to a ticket in one click without the customer leaving the conversation.

From there, automatic assignment takes over. You can hand each new ticket to the next agent in the rotation, or to the agent with the fewest open tickets right now, or route by tag so billing questions go to billing and shipping issues go to shipping. The ticket carries a priority, a stage (the default set is New, In Progress, On Hold, Solved, Cancelled, which the team can rename), and a response-time clock if you have a service-level agreement set up for that customer or tag.

As the work happens, every email, internal note, and attachment stays on the ticket so the next agent picking it up has the full thread. When the ticket closes, an automatic email asks the customer to rate the experience. The score rolls up into the team dashboard alongside how many tickets closed this week, how many missed their response-time target, and how many are still open and aging.

Calibre configures Odoo Helpdesk for Alberta businesses: step by step, in writing.

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In this module

What's inside Odoo Helpdesk

Email-to-Ticket via Team Alias
Each team gets its own email address. A customer email to that address opens a new ticket on its own, with the message body, the sender, and any attachments captured. Replies from the agent go back to the customer from the same address, and the customer's reply lands on the same ticket.
Three Automatic Assignment Modes
Hand new tickets out one of three ways. Random gives each agent an equal share over time. Balanced gives the next ticket to whoever has the fewest open right now. Tag-based routes by tag, using a per-tag-to-user mapping you set up once (so the tag itself does not auto-route by name; the admin defines which agents handle which tags), and from then on billing questions go to billing without a manager moving cards by hand.
Service-Level Agreement Policies
Set a response-time target per team, per customer, per priority, or per tag. Each ticket carries a deadline that counts only the team's working hours, so an overnight email on a 4-hour SLA does not burn the clock while the office is closed. Missed deadlines show up on the dashboard.
Per-Stage Customer Emails
Tie an email template to a stage so the customer is told automatically when their ticket moves. The default setup sends a confirmation when the ticket is created and a rating request when it is solved. Add your own template on any stage to fit how your team communicates.
Customer Satisfaction Ratings
When a ticket closes, an automatic email asks the customer to rate the experience on a quick scale. The score is attached to the ticket and the agent who closed it, and rolls up into a team-level satisfaction number on the dashboard, so a slipping team is visible before the renewal call.
Stale-Ticket Alerts on Every Stage
Each stage has its own number of days a ticket is allowed to sit there. Past that point, the card gets a visible warning on the board so the agent notices it instead of letting an open issue quietly age. The threshold is set on the stage itself, so a quick-turnaround queue and a long-research queue can run side by side.
Auto-Close Inactive Tickets
Turn on a setting per team and a scheduled task (off by default; only active when at least one team enables auto-close) checks once a day at 1 AM and closes any ticket that has not been touched in the chosen number of days, moving it to a closing stage you pick. Agents stop having to chase ghost tickets where the customer never came back, and the open-queue count reflects what is actually live work.
Three Privacy Levels per Team
Choose who can see the team and its tickets. Invited internal users see only the team they were added to. All internal users see everything. Portal mode lets a customer see their own tickets through a login on your site. Each team picks its own level, so a public support queue and a private finance queue can coexist.
Customer Portal Ticket Access
Customers can sign in to your site and see a clean list of their open and closed tickets, with the full thread, attachments, and a place to leave a comment. You can also let them mark their own ticket as solved, which is a quick win for self-service-friendly accounts.
Convert a Ticket Into the Right Document
A ticket can be turned into a project task for engineering work, a credit note for a refund (helpdesk_account add-on), a return or a replacement to pull product back from the customer (helpdesk_stock add-on, two distinct stock operations), or a repair order (helpdesk_repair add-on, installed on top of helpdesk_stock). The agent picks the path on the ticket, and the new document opens with the customer, the product, and the conversation history already attached.
Built for

Is Odoo Helpdesk right for your team?

Outgrowing the entry-level tools

SMBs whose data lives in QuickBooks, HubSpot Free, or Excel spreadsheets that were set up when the business was smaller. The team now spends hours building reports by hand and reconciling between tools every month-end.

Support paying per Zendesk seat

Customer-facing teams on Zendesk or Freshdesk at $49 to $55 per agent per month. The ticket flow lives in its own silo away from sales, accounts, and the rest of the business.

Operations across multiple tools

Retail, manufacturing, mechanical, or professional services businesses with 10 to 200 employees running on a patchwork of point tools. The team wants one database for the whole company instead of Zapier holding it together.

At a glance Enterprise tier Cloud, Odoo.sh, or self-host iOS + Android app 15-day free trial CSV migration from current tool Odoo Ready Partner support
Bundle

Apps people often run with Odoo Helpdesk

Every team has its own email address, so incoming customer mail opens or updates a ticket on its own without an agent forwarding anything. The Website app supplies the contact form that posts tickets straight to the right team, and Live Chat lets an agent escalate a chat to a ticket in one click. From a ticket, an agent can link the related Sales order so the after-sales context is one click away, or convert the ticket into a Project task when the fix needs engineering hours and the conversation history follows the task. Validated time logged on a ticket through Timesheets rolls into the customer invoice on time-and-materials engagements. Refunds raised from the ticket post into Odoo Accounting as a credit note with the original invoice already referenced. Every customer, ticket, and comment uses the same Contacts entry the rest of Odoo writes to, so a support history is visible from the sales card and the accounting card without a second lookup.

Odoo WebsiteEnterprise website builder
Odoo Live ChatChat with your website visitors
Odoo SalesFrom quotations to invoices
Odoo ProjectOrganize and plan your projects
Odoo TimesheetsTrack employee time on tasks
Odoo AccountingManage financial and analytic accounting
Odoo ContactsCentralize your address book
Odoo DiscussChat, mail gateway and private channels
Comparison

Odoo Helpdesk vs the alternatives

List-price comparison against the helpdesk tools Calibre most commonly migrates customers off. The deciding factor is usually integration, not the line-item price. Odoo Helpdesk sits on the same database as every other Odoo app you install, so the data flows between modules without separate bridges.

Tool Per month (annual plan) What you get
Odoo Helpdesk CA$35.20/user/mo All Odoo apps included, free 15-day trial
Zendesk Suite Growth US$89/user/mo Helpdesk only
Intercom Advanced US$85/user/mo Helpdesk only
Freshdesk Pro US$55/user/mo Helpdesk only
Help Scout Plus US$45/user/mo Helpdesk only

Annual-commitment rate where published; monthly list rate otherwise. Sourced from vendor pricing pages, 2026-05. Plans and regions vary. Full cost calculator on the Odoo overview page.

Pricing

What Odoo Helpdesk costs

One App Free
CA$0
forever
  • One app, unlimited users
  • Multi-company allowed
  • Odoo Online hosting
  • Dependent apps included free
If Odoo Helpdesk is the only Odoo app you install
Most teams pick this
Standard
CA$35.20
/user/month, billed yearly
  • Every Odoo app included
  • Odoo Online hosting
  • Free 15-day trial
  • iOS + Android mobile app
Start free trial →
Charged monthly: CA$44/user. Yearly billing saves 20%.
Custom
CA$55
/user/month, billed yearly
  • Everything in Standard
  • Studio (no-code customizer)
  • Multi-company management
  • Hosting: Online, Odoo.sh, or on-premise
  • External API access
Choose this when you need custom layouts or multi-company management.
Calibre Implementation
Quote
phase-by-phase, in writing
  • Scoping, configuration, training
  • Data migration from your current tool
  • Named engineer through go-live and support
Book the call →
Free 45-minute scoping call. Quote in writing before any code ships.

Pricing source: Odoo's published Standard and Custom plans as of 2026-05. Calibre quotes in CAD; conversion from Odoo's local pricing in your region may vary.

Questions

Common questions about Odoo Helpdesk

Is Odoo Helpdesk free?
No. Odoo Helpdesk is part of the paid Odoo Enterprise tier, which is around CA$35.20 per user per month billed annually for the full Odoo suite. There is no Community edition of Helpdesk. You can run Odoo Helpdesk free on the Odoo 15-day trial to scope a rollout before committing to the licence.
What's the difference between Odoo Helpdesk in Community and Enterprise?
There is no Community version of Helpdesk. The app ships only in Enterprise, so every feature on this page (the team queue, email-to-ticket, automatic assignment, response-time targets, customer satisfaction ratings, the customer portal, ticket-to-task conversion, and the bridges into Sales, Accounting, and Timesheets) is part of the paid Enterprise tier. Teams that want a free open-source alternative usually use a shared mailbox or a community helpdesk project, neither of which is in the Odoo suite.
Can we move our existing tickets, customers, and teams into Odoo Helpdesk?
Yes. Odoo accepts CSV and Excel imports for tickets, customers, agents, tags, and the stage list, which every major helpdesk tool can export. The work isn't the upload, it's mapping your existing fields to Odoo's structure. Your old status might map to Odoo's stage, your custom fields might not have a one-to-one match, and the comment history may need a separate import path. Calibre handles the mapping during the rollout and keeps your old tool live as a read-only reference for the first month so an agent can always check what was logged before the cutover.
Does Odoo Helpdesk connect with my email and live chat?
Yes, both. Each team has its own email address that opens a new ticket from any incoming message and threads the customer's replies back onto the same ticket. The address works with any email server (Gmail, Outlook 365, or your own host) once your inbound mail is wired in. Adding the Live Chat app gives agents a button on the chat screen to spin a conversation into a ticket without the customer losing the thread. The web form on your Odoo Website posts straight to the right team with the customer's name, email, subject, and message already attached to the new ticket.
Is there a mobile app for Odoo Helpdesk?
Yes, on iOS and Android. The Odoo mobile app covers the ticket board, the ticket detail screen, replying to a customer, logging an internal note, adding a photo or a file from the phone, and changing the stage. An agent in the field can pick up a ticket, send a reply, and move it to In Progress between visits without going back to a laptop. Heavier configuration work (team setup, response-time policies, automation rules) is faster on a desktop because of the screen space.
How do response-time targets actually work in Odoo Helpdesk?
You define a policy per team that says "tickets at this priority for this customer or this tag must reach this stage within X working hours". Each new ticket that matches the policy gets a deadline on it, and the clock only counts hours the team is actually on shift, using the working calendar set on the team. Missed deadlines show up on the dashboard with a red flag, the success-rate number is calculated over the last seven days, and any agent can see the deadline right on the ticket card before it slips. Multiple policies can stack on the same ticket if it qualifies for several.
Can a ticket be turned into a task, a refund, a return, or a repair?
Yes, through optional helpdesk bridge modules that each cover one path. Convert to a project task for work that needs engineering or installation hours (helpdesk_project bridge). Convert to a credit note for a refund tied back to the original invoice (helpdesk_account). Convert to a return or replacement to pull the product back from the customer; returns and replacements are two distinct stock operations (helpdesk_stock). Convert to a repair order for a fix-and-return flow, which installs on top of the return bridge (helpdesk_repair). Calibre wires up the bridges your team actually needs during setup. The ticket stays linked to the new document so the support history and the work history sit alongside each other.

Working with Calibre

How long does a Calibre implementation typically take?
Single-module rollouts on an existing Odoo setup run 2-6 weeks depending on data migration scope. Greenfield Odoo with a multi-module rollout runs 4-16 weeks. Calibre commits to a written, phase-by-phase timeline after the free scoping call before any code is written.
How much does a Calibre implementation cost?
Cost depends on module scope, user count, custom work, and migration complexity. Calibre's posture is a written fixed-phase quote after the scoping call rather than an hourly engagement, so the cost is committed in writing before the first commit.
What happens to our data if we ever want to leave Odoo?
Everything exports. CSV, XML, or a full PostgreSQL database dump, yours on day one. Migrating off Odoo has been done before and it's not a one-way door.
Speak to an Implementation Specialist

Talk to Calibre about Odoo Helpdesk.

Written, phase-by-phase quote before any code is written. Odoo Ready Partner, Calgary. In-house team, no offshore handoffs.

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What you get

  • Free 45-minute scoping call with an Odoo-certified engineer
  • Module-by-module fit/gap assessment
  • Written, phase-by-phase quote
  • Named engineer for implementation and support
  • Data-export commitment in writing