Skip to content

Helpdesk Management Livechat

helpdesk_mgmt_livechat · OCA/helpdesk

Follow
    Health
    60/100
    fair
    • Security25/25
      No findings
    • Activity25/25
      Last human commit 2 months ago
    • Required by5/25
      0 modules depend on it
    • Maturity5/25
      In 1 Odoo series since 18.0

    Heuristic over the facts below, not an audit · How it's computed

    Security findings
    Grave / minor (static analysis)
    Required by
    0
    Modules depending on it
    External deps
    0 pip · 0 bin
    Python packages / system binaries
    License
    AGPL-3
    No conflicts with its dependencies
    Folder size
    0.09 MB
    Module directory on disk
    Code analysis 0 migration notes 3 models 2 views 0 HTTP endpoints

    Description

    This module extends the helpdesk management functionality by allowing you to create tickets directly from livechat conversations.

    Main Features

    • Create Tickets from Livechat: Allows creating helpdesk tickets directly from livechat conversations using the /ticket command
    • Chatbot Integration: Automatically creates tickets when chatbot reaches a "create_ticket" step
    • Automatic Team Assignment: Configure chatbot steps to automatically assign tickets to specific helpdesk teams
    • Conversation History: Automatically includes the full conversation history in the ticket description
    • Ticket Counter: Displays the number of tickets generated by each chatbot directly in the chatbot view
    • Channel Tracking: Automatically marks tickets created from livechat with the "Livechat" channel

    Benefits

    • Streamline customer support by creating tickets directly from chat conversations
    • Automate ticket creation through chatbot workflows
    • Keep complete conversation context in ticket descriptions
    • Track tickets originated from livechat interactions
    • Improve response time by converting chats to actionable tickets

    Dependencies

    This module requires:

    • helpdesk_mgmt: Base helpdesk management module
    • im_livechat: Odoo's livechat module

    Dependencies

    Odoo dependencies
    OCA/helpdesk:
    - helpdesk_mgmt
    odoo/odoo:
    - mail
    - base
    - base_setup
    - web
    - bus
    - web_tour
    - html_editor
    - portal
    - web_editor
    - http_routing
    - auth_signup
    - im_livechat
    - rating
    - digest
    - resource
    - utm
    Python dependencies
    None
    System dependencies
    None
    Required by
    None

    Code analysis

    Extracted from the source by best-effort static analysis (no code is executed); details may be incomplete.

    Views touched 2

    XML IDNameModelTypeStatus
    chatbot_script_step_view_form chatbot.script.step.view.form.inherit.helpdesk.livechat chatbot.script.step form Inherits im_livechat.chatbot_script_step_view_form
    chatbot_script_view_form chatbot.script.view.form.inherit.helpdesk.livechat chatbot.script form Inherits im_livechat.chatbot_script_view_form

    HTTP endpoints 0

    No HTTP endpoints found for this module.

    Models touched 3

    New fields (1)
    • ticket_count Integer
      compute='_compute_ticket_count' string='Generated Ticket Count'
    Public methods (1)
    • action_view_tickets(self)

    New fields (2)
    • helpdesk_team_id Many2one → helpdesk.ticket.team
      help="Used in combination with 'create_ticket' step type in order to automatically assign the created ticket to the defined team" ondelete='set null' string='Helpdesk Team' args: 'helpdesk.ticket.team'
    • step_type Selection
      ondelete={'create_ticket': 'cascade'} selection_add=[('create_ticket', 'Create Ticket')]
    Public methods (0)

    No public methods.

    New fields (0)

    No new fields.

    Public methods (1)
    • execute_command_ticket(self, **kwargs)