Ticket Management
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Ticket Creation
Customers can create tickets through various channels, including email, website forms, or directly within the Odoo Helpdesk module. Each ticket is assigned a unique ID for easy tracking.
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Automatic Ticket Assignment
Tickets can be automatically assigned to support teams or specific agents based on predefined rules, such as issue type, priority, or customer segmentation.
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Priority and Status Management
Define priority levels (e.g., low, medium, high, urgent) and track the status of each ticket (e.g., new, in progress, solved, closed) to ensure timely resolution.
Team Collaboration
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Internal Communication
Agents can collaborate internally using notes and chat features. This helps in sharing information and updates without involving the customer until a resolution is ready.
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Escalation and Assignment
If a ticket requires specialized knowledge or higher authority, it can be easily escalated or reassigned to another team member or department.
Multi-Channel Support
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Email Integration
Customers can send support requests via email, which are automatically converted into tickets in the Helpdesk module.
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Website Support
Embed a contact form on your website to capture support requests. These forms are integrated directly with the Helpdesk module.
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Live Chat
Integrate live chat functionality to provide real-time support to customers. Chat transcripts can be converted into tickets if further follow-up is needed.
Knowledge Base Integration
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Create and Manage Articles
Build a comprehensive knowledge base with FAQs, troubleshooting guides, and how-to articles. This helps reduce the number of tickets by providing customers with self-service options.
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Link Articles to Tickets
Agents can link relevant knowledge base articles to tickets, making it easier to provide consistent and accurate information to customers.
SLA (Service Level Agreement) Management
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Define SLAs
Set up SLAs to define the expected response and resolution times for different types of tickets. SLAs help ensure that customer issues are addressed within acceptable time frames.
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SLA Compliance Tracking
Monitor SLA compliance in real-time. Odoo provides alerts and notifications if SLAs are breached, allowing managers to take corrective action promptly.
Customer Portal
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Self-Service Portal
Customers can access a dedicated portal to view their tickets, track the status of their requests, and communicate with support agents.
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Ticket History
Customers can review their ticket history and find solutions to recurring issues without having to contact support.
Reporting and Analytics
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Performance Metrics
Track key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, agent performance, and more.
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Dashboards
Use customizable dashboards to visualize support metrics and gain insights into the overall performance of the helpdesk team.
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Customer Feedback
Collect customer feedback on ticket resolution and service quality. Analyze feedback to identify areas for improvement.
Automation and Customization
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Automated Actions
Set up automated actions such as sending acknowledgment emails, updating ticket status, or notifying agents based on specific triggers.
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Custom Workflows
Customize workflows to match your specific business processes. Define custom fields, ticket types, and actions to tailor the Helpdesk module to your needs.
Integration with Other Odoo Modules
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CRM Integration
Integrate with Odoo CRM to track customer interactions and maintain a 360-degree view of customer relationships.
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Sales and Invoicing
Link support tickets to sales orders, contracts, and invoices. This integration helps ensure that support services are aligned with customer agreements and billing.
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Project Management
Convert complex tickets into projects or tasks. This is useful for issues that require extensive work or coordination across multiple departments.
Gamification
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Incentivize Agents
Use gamification features to motivate and reward support agents. Define goals, assign points for completed tasks, and track progress on leaderboards.
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Badges and Rewards
Implement badges and rewards to recognize outstanding performance and encourage healthy competition among support staff.
Use Cases
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Customer Support
Provide timely and efficient customer service for product or service-related issues.
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Internal IT Support
Manage IT support tickets within an organization, track issues, and maintain SLAs for internal users.
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Field Service Management
Use the Helpdesk module to manage service requests from the field, schedule service visits, and track technician performance.
About us
We are Timus Consulting Services, a fast-growing, premium Governance, Risk, and compliance (GRC) consulting firm, with a specialization in the GRC implementation, customization, and support.
Our team has consolidated experience of more than 15 years working with financial majors across the globe. Our team is comprised of experienced GRC and technology professionals that have an average of 10 years of experience. Our services include:
- GRC implementation, enhancement, customization, Development / Delivery
- GRC Training
- GRC maintenance, and Support
- GRC staff augmentation
Our team
Our team (consultants in their previous roles) have worked on some of the major OpenPages projects for fortune 500 clients across the globe. Over the past year, we have experienced rapid growth and as of now we have a team of 15+ experienced and fully certified OpenPages consultants, OpenPages QA and OpenPages lead/architects at all experience levels.
Our key strengths:
Our expertise lies in covering the length and breadth of the IBM OpenPages GRC platform. We specialize in:
- Expert business consulting in GRC domain including use cases like Operational Risk Management, Internal Audit Management, Third party risk management, IT Governance amongst others
- OpenPages GRC platform customization and third-party integration
- Building custom business solutions on OpenPages GRC platform
Connect with us:
Feel free to reach out to us for any of your GRC requirements.
Email: [email protected]
Phone: +91 9665833224
WhatsApp: +44 7424222412
Website: www.Timusconsulting.com
