support

name	support
description	Handle customer support tickets, SLAs, and field-service interventions. Use for helpdesk, tickets, support, SLAs, or on-site service jobs.
triggers	["support","helpdesk","ticket","sla","field service","fsm","service","customer issue"]
odoo_modules_any	["helpdesk","industry_fsm"]

Support

Inbound customer issues and scheduled on-site work.

Key models

• helpdesk.ticket — customer issue (stage, priority, SLA, team)
• helpdesk.team — support team with its own stages and SLAs
• helpdesk.stage — kanban stage per team
• helpdesk.sla — SLA policy (priority + tag → target time)
• project.task (with is_fsm = True) — field service task/visit
• mail.template — canned responses

Typical workflows

1. Triage — assign team_id, set priority, tag, pick user_id
2. Respond — send via message_post using a mail.template
3. Escalate — move stage or reassign team; SLA clock may restart
4. Resolve — move to "Done" stage (fold = True), SLA closes
5. Field service — dispatch via project.task with worksheet and signature capture

Gotchas

• SLA targets are measured from ticket creation, not from stage change — unless policy says otherwise.
• Email-to-ticket creates via mail.alias; parsing fails silently — check mail.alias.mc_alias_id if tickets don't appear.
• Helpdesk stages are per-team; moving a ticket across teams needs a compatible stage on the destination.
• Field service worksheets are Studio-like custom models — structure varies per tenant.