Odoo Helpdesk, every ticket inside its deadline.
Requests from email, website forms, live chat and the customer portal land in one queue, get assigned by team and priority, and run against the SLA clock your client signed. We implement Odoo Helpdesk for IT services firms, facility managers and contractors in the Gulf that answer to government and corporate SLAs.
What Odoo Helpdesk does
The standard 20 Enterprise feature set we configure, train on and support.
Teams and assignment
Helpdesk teams per service line or client, each with its own email alias, stages and automatic assignment by random or balanced workload among the agents.
SLA policies
SLA policies by team, priority, ticket type, tag or customer, each with a target stage and working hours, plus deadlines and failed SLA flags on every ticket.
Multichannel intake
Tickets from email aliases, website forms, live chat conversations and the customer portal, with the full history kept on the ticket and the customer record.
Customer portal and ratings
Customers open and follow tickets in the portal, reply by email, and rate the answer when the ticket closes, with ratings reported per team and agent.
Knowledge and help center
Articles from the Knowledge app, a community forum and eLearning courses published as a help center, so customers find answers before they open a ticket.
Billable and after-sales
Time logged on tickets and invoiced or drawn from prepaid hours, plus after-sales actions from the ticket: refunds, returns, repairs, coupons and field service interventions.
Configured for Kuwait, the GCC and Egypt
The local rules we set up and keep current for Odoo Helpdesk, so the system matches the regulator and the way people here work.
Why an Official Odoo Partner matters- Government SLAsResponse and resolution times copied from Kuwait and Saudi ministry contracts, with penalty-bearing priorities measured on the client working calendar and reported monthly in the format the contract asks for.
- Local week and holidaysSLA clocks run on Sunday to Thursday working hours, pause on Friday and Saturday, and skip Eid and national holidays loaded on their Hijri-based dates each year.
- Arabic and English servicePortal, acknowledgement emails, canned replies and satisfaction surveys in Arabic or English with right-to-left layout, sent in the language set on each customer contact.
- Billable support and VATSupport contracts invoiced with 15% VAT and ZATCA e-invoicing in Saudi Arabia, 5% VAT in the UAE and Oman, and in KWD to three decimals in Kuwait.
What IT Horizon adds on top of Odoo Helpdesk
Modules and services we built from real Gulf implementations, written to Odoo guidelines so they upgrade with the platform.
WhatsApp Business tickets
Customers open tickets and get status updates on WhatsApp Business, with every message saved on the ticket thread, in Arabic or English.
ITH Hub customer portal
A branded Next.js portal and Flutter app where your clients raise tickets, see SLA status and download reports, connected to Odoo Helpdesk through ITH API.
ITH Returns
After-sales returns opened from a ticket follow ITH Returns, with reason codes, quality routing and credit note control.
Monitoring integrations
Monitoring tools, building management systems or your own apps open tickets through ITH API, so alarms reach the right team without manual entry.
Works with
Odoo apps share one database, so Helpdesk exchanges data with these apps without connectors.
Questions, answered.
Yes. SLA policies can target a specific customer, priority and ticket type. Each policy aims at a stage, so you set one for first response and one for resolution. Deadlines use working hours, and the SLA report shows achieved and failed tickets per client.
Yes, with our WhatsApp Business integration. Messages open a ticket or attach to the open one for that number, and agent replies go back to WhatsApp. Email, website forms, live chat and the portal keep working alongside it.
Yes. Agents log time on tickets with the timer. Hours are invoiced on actuals or drawn from a prepaid package sold on a sales order, and the remaining balance shows on the ticket so agents know when the client needs a new package.
Write articles in the Knowledge app and publish them to the help center, alongside the forum and eLearning courses if you use them. We usually keep Arabic and English articles as linked pairs, and the help center search covers both.
Yes. With Field Service enabled, an agent plans an intervention from the ticket. The technician job is linked back to the ticket, so the agent and the customer see the visit, the worksheet and the outcome in one history.
Answer every client inside the agreed time.
Tell us which channels your customers use and the SLAs you have signed, and we will set up the teams and clocks to match.