Use cases: customer support

Two agents for a support team working in Odoo Helpdesk (an Enterprise edition app). The first triages each ticket as it arrives, the second takes stock every evening. Both come from the template gallery.

Triage and prioritize every new ticket

The Ticket triage and prioritization template fires when each ticket is created (helpdesk.ticket). It assesses the urgency from the content and the customer, then writes a note: proposed urgency, one-sentence summary of the issue, recommended team or person. When in doubt, it sticks to the note and leaves the ticket unchanged.

Start with human approval. On the Permissions step, check Human approval for writes: every write waits for your approval, in Aidoo or in the Odoo bubble. You see what the agent wants to do, you approve or reject. Meanwhile, the agent stops and resumes once the decision is made.

When its proposals have been right for several days in a row, uncheck approval from the agent's page: it then writes on its own, within the limits of its rules.

Common adjustments. Give your urgency criteria (customers under contract, words that signal a blocker, people's safety) and the names of your teams, so the recommendation matches your organization.

Sum up the support day

The Daily support summary template runs every weekday evening at 6 pm. It only reads: tickets opened, tickets resolved, tickets left unanswered for more than 24 hours, customers who opened several tickets recently, then the three tickets to handle first the next morning.

Common adjustments. On the Notifications & access step, check email delivery to get the summary in your inbox. Add to the mission what your manager looks at every evening: breakdown by team, tickets from a key account, average first response time.

Next step

• Use cases: CRM and sales: dormant quotations, leads, follow-ups
• Rules and permissions: human approval in detail
• Best practices and troubleshooting: when an agent misbehaves