Helpdesk Ticket Management

Interactive process flow - From ticket creation to resolution and continuous improvement

Explore Process Flow View SLA Reference
8

Process Stages

7

Helpdesk Teams

80%

AI Routing Accuracy

4

Priority Levels

SLA Reference Guide

Priority-based service level agreements and escalation timelines

Urgent

Production Down

Critical security or outage issues

First Response
1 hour
Update Cadence
Every 2 hours
Resolution Target
24 hours
High

Major Impact

Significant business disruption

First Response
4 hours
Update Cadence
Every 8 hours
Resolution Target
3 business days
Medium

Moderate Issue

Limited impact with workaround

First Response
1 business day
Update Cadence
Every 2 days
Resolution Target
7 business days
Low

Minor Issue

Low impact or enhancement request

First Response
2 business days
Update Cadence
Weekly
Resolution Target
14 business days

AI-Powered Automation

n8n workflows monitor SLAs and auto-escalate tickets approaching breach thresholds. AI analyzes sentiment and adjusts priority dynamically.

7 Specialized Teams

Functional, Technical, Integration, CRM, Finance & HR, Infrastructure, and QA & Knowledge teams ensure expert handling at every stage.

Complete Ticket Journey

Click any stage to expand and explore the full process details

Interactive Process Map - Click to Explore
1

Ticket Creation & AI Analysis

Status: New Owner: AI/Automation ⏱️ Instant

Ticket Intake Channels

Email
odoo@alshayebpartners.com
Website Form
Public submission portal
Manual Entry
Internal staff creation

AI Analysis (n8n + Odoo)

Classification
Support/Question, Bug, Requirement/Change, Opportunity
Urgency Detection
Low / Medium / High / Urgent
Sentiment Analysis
Customer emotion and tone detection
Team Recommendation
Suggested team with confidence %
Automatic Metadata
System stamps Source, Received At, Initial Priority, and links contact/company data automatically
2

AI Routing Decision

Status: New → In Progress Decision Point

Confidence-Based Routing

Confidence ≥ 80%

Auto-assign to suggested team

Confidence < 80%

Route to Helpdesk Officer

Available Helpdesk Teams

Functional Team
Configs, workflows, usability
Technical Team
Bugs, code, tracebacks
Integration Team
API, n8n, third-party
CRM Team
Pipeline, leads, sales ops
Finance & HR
Accounting, payroll
Infrastructure
Hosting, SSL, backups
Smart Assignment
AI achieves ~80% accurate routing, reducing manual triage by 4x
3

Officer Triage & Opportunity Detection

Status: In Progress Owner: Helpdesk Officer ⏱️ Log: Triage

Officer Responsibilities

Review AI Summary
Confirm classification and urgency
Add Understanding Note
Issue • Suspected Cause • Plan
Start Timer
Log work type as "Triage"

Early Opportunity Detection

Is this a Sales Lead?

Convert to CRM Opportunity

Support Issue

Continue to team assignment

Quick Wins
Officer can resolve simple tickets immediately and close within this stage
4

Investigation & Specialist Work

Status: Investigating Owner: Specialist Team ⏱️ Log: Analysis/Fix/Config

Specialist Activities

Root Cause Analysis
Investigate logs, configs, code
Team Collaboration
Add comments, tag team members
Link Resources
Commits, PRs, config diffs, documentation
Time Tracking
Log with work type (Analysis/Fix/Config/Testing) + notes

On Hold / Blocked Check (NEW!)

Blocked?

Status: On Hold + add blocker note

Can Proceed

Continue investigation

Customer Input Needed?

Yes - Need Info

Move to Pending Customer

No - Self-Sufficient

Continue to SLA check

SLA Breach Risk Check (NEW!)

SLA at Risk

Escalate to Manager

On Track

Proceed to testing

Automatic Escalations
n8n monitors SLA timers and auto-escalates to Manager if breach imminent
5

Pending Customer Response

Status: Pending Customer Waiting on Customer ⏱️ SLA Paused

Automated Reminders

24 Hours
First reminder sent via email
72 Hours (3 Days)
Second reminder with urgency note
7 Days
Final reminder before auto-closure

Customer Response Handling

Customer Responds

Return to Investigation

No Response - 7 Days

Auto-Close Ticket

SLA Timer Paused
Resolution clock stops while waiting for customer to maintain fair SLA tracking
Investigation Loop
Tickets can cycle between Investigating ↔ Pending Customer multiple times
6

Resolution & Opportunity Check

Status: Resolved Owner: Specialist ⏱️ Log: Communication

Resolution Summary

Solution Delivered
Document what was fixed/configured
Testing Completed
Verify fix in test/production environment
Send to Customer
Clear summary with steps taken + expected results

Opportunity Detection (Late Stage)

Upsell Opportunity?

Convert to CRM

Support Complete

Send resolution summary

Examples
Customer needs new module, wants training, requires custom development, or scope expansion
CRM Handoff
n8n creates Opportunity with customer details, scope, effort estimate, and links back to ticket
7

Customer Confirmation & Reopening

Status: Resolved → Closed Waiting on Customer

Customer Confirmation Options

Confirmed Fix

Close ticket immediately

No Reply - 7 Days

Auto-close ticket

Issue Persists

Return to Investigation

Reopening Path (NEW!)

Customer Can Reopen
After closure, customer reply reopens ticket
Status Change
Closed → In Progress (returns to Stage 4)
Priority Escalation
Reopened tickets may get priority bump
Email Integration
Customer confirmation link included in resolution email for easy closing
8

Knowledge Base & Customer Satisfaction

Status: Closed Owner: KB Manager / AI

Final Steps

Knowledge Base Updates

AI drafts KB article with title, problem, and solution steps. KB Manager reviews and publishes.

CSAT Survey

Auto-send rating survey. Track scores by team, specialist, and priority for continuous improvement.

Ticket Complete
All data archived, metrics captured, and continuous improvement insights recorded. AI learns from routing accuracy and resolution patterns.

Need Helpdesk Support?

Our team is ready to help you with any Odoo-related questions or issues

odoo@alshayebpartners.com
⚡ Fast Response

24h standard, 4h urgent

🤖 AI-Powered

80% accurate routing

📊 SLA Tracking

Real-time monitoring