Using Odoo Helpdesk with Email Integration

The Odoo Helpdesk module helps you manage customer service enquiries by keeping track of all communications relating to them.

The Helpdesk Dashboard gives you access to the helpdesk teams you have configured. In the screenshot below you can see a New Tickets team, which has an email address

NOTE: You can ignore the domain name shown in the email addresses. The teams receive any emails to any support@ addresses linked to your system.

You can see from the screenshot above that new tickets are shown as Unassigned Tickets. You can click that link to view the tickets

Customers Raising New Tickets (via Email)

Users can send emails to your support@ email address to create new tickets:

Odoo will automatically respond after a few minutes with a ticket number (can be around 5 minutes, depending on timings)

Responding to Tickets

You can respond to tickets directly in Odoo, and these updates will be emailed to the customer

And the customer can then respond directly to the email

The customer's response is then recorded directly in Odoo

And the person that is assigned to the ticket will get an email notification to say that the customer has replied

General Notes

Before testing, make sure you've entered your email address in your My Profile screen

Also, when sending emails to customers, make sure the customer has a different email address to your Odoo user account. Odoo will not send an email if the customer's email address and your user email address are the same.