Helpdesk for Odoo 19 Community: tickets, SLA and a customer portal
The Helpdesk app from Odoo is Enterprise only. This module gives Odoo 19 Community a complete ticketing system: teams with an email alias, stages, SLA deadlines that respect business hours, canned replies, merging and a customer portal. $99 on the Odoo Apps Store.
From $99 on the Odoo Apps Store · $399 with setup & support
- Store name
- Helpdesk Tickets & SLA
- Store price
- $99, one-time purchase
- Setup package
- $399, incl. setup and 30 days of support
- Edition
- Odoo 19 Community and Enterprise
- Licence
- OPL-1
- Technical name
eh_helpdesk- Publisher
- EHC, Saudi Arabia
- Support
- ebraheem@hashem.sa
The problem
Odoo Community has no helpdesk, so support runs from a shared mailbox or a spreadsheet.
There is no ticket number to quote, no promised response time, and no way for customers to check status without emailing again.
Who it is for
- Companies on Odoo Community that support customers by email
- Service teams that promise response and resolution times
- Businesses that want customers to follow tickets in a portal
What it does
Email becomes a ticket
Mail to the team address opens a ticket, and replies thread back onto it.
SLA policies
Response and resolution targets by team, priority, type and tag, with a breach flag and time left.
Business hours aware
The SLA clock runs only in the working hours and days of the team, in its timezone.
Customer portal
Customers see their tickets at /my/tickets, reply, and rate the service when it closes.
Canned replies and merge
Reusable replies with placeholders, and merging of duplicate tickets without deleting anything.
Reporting
Pivot and graph views on volume, response time, resolution time, rating and SLA performance.
Requirements
- Odoo 19 Community and Enterprise.
- Depends on:
base,mail,portal,web - An incoming mail server and alias domain configured in Odoo to receive email.
- Hosting: Odoo.sh or your own server. Odoo Online does not accept third-party modules.
Screenshots, the full feature list and the change log are on the Odoo Apps Store listing.
Two ways to buy
$99
The module licence from the official Odoo Apps Store. You install it yourself or with your Odoo partner. Bug fixes from the developer are included.
- Licence bought and downloaded through Odoo
- Updates for the Odoo 19.0 series
- Bug fixes from EHC by email
$399
Module licence at the store price, plus EHC installs it, configures it with your data and supports your team for 30 days. EHC sends you an invoice; nothing is charged online.
- Installed on a staging copy first, then on your live database
- Configured with your settings and tested with your own records
- A handover session for the people who will use it
- 30 days of email support after go-live
Setup fee $300: an outside account or workflow is connected and tested end to end (API keys, payment test, bank file, approvals).
Same module, same code on both routes. The Odoo Apps Store price is never higher than the price on this site; the package adds services only.
Questions buyers ask
What is the difference between the store and the setup package?
The store sells the licence only and you install it. The package is the same licence at the same price plus installation, configuration and 30 days of support by EHC, invoiced by EHC.
Can it run next to Odoo Enterprise Helpdesk?
Yes. It shares no model name with the Enterprise Helpdesk, so both can be installed.
Does it include live chat or a knowledge base?
No. It is a ticketing system: no live chat, no knowledge base and no website form builder.
Can customers see the tickets of other customers?
No. A portal user only sees tickets where they are the customer.
How is a ticket assigned?
Manually, round robin, or to the least busy agent, per team.
Is it multi-company?
Yes. Record rules cover tickets, teams, SLA policies and canned replies per company.