SH All-In-One Helpdesk - Complete Documentation

Module: sh_all_in_one_helpdesk
Version: 18.0.0.0
Odoo Version: 18.0
Original Author: Softhealer Technologies
Maintained By: SAM AI / SME Business Support

Documentation Index

Module Overview

What is SH All-In-One Helpdesk?

A comprehensive, enterprise-grade helpdesk and ticket management system for Odoo 18. It provides:

• Multi-Team Support - Organize support staff into teams with leaders
• SLA Management - Define and track service level agreements
• Customer Portal - Self-service ticket submission and tracking
• Email Integration - Automatic ticket creation from emails
• Business Integrations - Link tickets to Sales, Purchases, Invoices, CRM, Projects
• Time Tracking - Built-in timesheet integration
• WhatsApp Integration - Send messages via WhatsApp
• Advanced Dashboard - Real-time metrics and reporting

Key Features

TICKET MANAGEMENT
├── Create, assign, track tickets
├── Multi-stage workflow
├── Priority and categorization
├── File attachments
├── Email notifications
└── Customer portal access

TEAM MANAGEMENT
├── Multiple support teams
├── Team leaders and members
├── Working hours calendars
├── Auto-assignment rules
└── Team-based filtering

SLA MANAGEMENT
├── Define SLA policies
├── Deadline calculation
├── Working hours aware
├── Status tracking (pass/fail)
├── Reminder alarms
└── Escalation support

INTEGRATIONS
├── Sales Orders
├── Purchase Orders
├── Invoices
├── Project Tasks
├── CRM Leads/Opportunities
└── Timesheets

User Roles

Quick Navigation

For New Users

1. Start with Quick Start Guide
2. Read User Guide for daily operations
3. Check Troubleshooting for common issues

For Administrators

1. Follow Installation Guide
2. Complete Configuration Guide
3. Review Admin Guide for management

For Developers

1. Read Technical Reference
2. Review Integrations for API details

For AI Assistants

1. Use CHECKLISTS.md for structured task lists
2. Reference Technical Reference for field/method details

Module Dependencies

Required Odoo Modules:
  - mail          # Messaging and chatter
  - portal        # Customer portal access
  - product       # Product references
  - resource      # Working hours calendars
  - sale_management  # Sales order integration
  - purchase      # Purchase order integration
  - account       # Invoice integration
  - hr_timesheet  # Time tracking
  - project       # Task integration
  - crm           # Lead/opportunity integration

Python Dependencies:
  - beautifulsoup4  # HTML to text conversion (bundled in lib/)

Version History

Support

• Documentation Issues: Update this documentation
• Module Issues: Contact SAM AI support
• Original Module: Softhealer Technologies

License

Original module: OPL-1 (Odoo Proprietary License)

Last Updated: 2026-01-30