helpdesk_mgmt

Purpose

Provide a complete helpdesk application for Odoo that manages ticket intake, assignment, collaboration, and portal self-service.

Features

helpdesk.ticket: Tickets auto-number, inherit chatter/activity/portal mixins, and default to a team-compatible stage and assignee when created.
helpdesk.ticket: Stage changes update last and close timestamps, can trigger stage-specific email templates, and respect portal-close permissions set on each stage.
helpdesk.ticket: The email gateway creates tickets from incoming messages, subscribes detected participants, and tags fetchmail-created tickets with the default email channel.
helpdesk.ticket: Duplicate tracking lets agents mark a ticket as a duplicate via a wizard, move it to a configured stage, and review all linked duplicates with counters.
helpdesk.ticket.team: Teams are hierarchical, own email aliases, restrict the stages they use, expose portal visibility toggles, and compute dashboard counters for unassigned, unattended, and high-priority tickets.
portal: Authenticated users can submit tickets with enforced team/category requirements, upload attachments, and close them from the portal using stages flagged for portal closure.
portal: Customers get a searchable, filterable, and groupable ticket list plus secure detail pages where attachments gain access tokens and close buttons reflect allowed stages.
helpdesk.ticket.category: Categories are hierarchical, company-aware, and can be limited to portal forms through the show-in-portal flag.
res.partner: Partners display aggregated ticket counts, track open vs total issues across their hierarchy, and offer a smart action to view related tickets.
res.company: Company settings control whether the portal lets users pick teams or categories, require those fields, and enable duplicate ticket tracking with a target stage.