# Silicon Overdrive Helpdesk (`so_helpdesk`)

Community Odoo 17 helpdesk module tailored for Silicon Overdrive. Mirrors the standard Odoo Helpdesk experience: kanban pipeline, teams, SLAs, campaigns, email routing, and portal/website submission.

## Departments (Teams)

Four pre-configured teams:

| Team | Purpose |
|------|---------|
| Technical Support | General IT and internal technical requests |
| Software Services | Bugs, features, licensing, integrations |
| Cloud & AWS Services | Provisioning, incidents, DevOps |
| Products & Returns | RMA, warranty, product returns |

## Ticket Types

- General Support
- Product Return / RMA, Warranty Claim
- Software Bug, Feature Request, License / Access
- AWS Provisioning, Cloud Incident
- Consulting Engagement

## Features

- **Dashboard** (first tab) — open, closed, archived, escalation, ratings, activity feed
- **Kanban pipeline** per team with stages (New → In Progress → Waiting → Solved)
- **IMAP support mailboxes** — auto-create tickets; reply threading via ticket reference
- **Bidirectional email** — agent comments email the customer; replies land in chatter
- **Escalation** — one-click escalate to team lead; tracked on dashboard
- **Customer ratings** — 1–3 star survey emailed automatically when ticket closes
- **SLA policies** with automatic deadline tracking and hourly failure cron
- **UTM campaigns** on tickets (Marketing tab)
- **Canned responses** for agent productivity
- **Portal** — customers see tickets at `/my/helpdesk`
- **Website form** — public submission at `/helpdesk/submit?db=odoo`
- **Reporting** — pivot, graph, calendar views

## Email setup

1. Go to **Helpdesk → Configuration → Support Mailboxes**
2. Add your IMAP mailbox (host, user, password, folder)
3. Set the **Default Team** for new tickets
4. Set **Reply-From Email/Name** for outbound replies
5. Click **Test Connection**, then **Fetch Now** (cron runs every 5 minutes)

Incoming mail creates a ticket. Replies with `SO-HD/2026/00001` in the subject append to that ticket. Agent **Send message** (not internal log note) emails the customer until the ticket is closed.

## Rating flow

When a ticket moves to a **closing stage**, the customer receives a rating email with a secure link. Ratings appear on the **Dashboard** under Customer Satisfaction.

## Installation

1. Module path: `addons/so_helpdesk`
2. Update Apps list in Odoo
3. Install **Silicon Overdrive Helpdesk**

Or via CLI:

```bash
docker exec odoo_app odoo -d odoo -i so_helpdesk --stop-after-init
```

## Security Groups

| Group | Access |
|-------|--------|
| Helpdesk / User | Read all tickets |
| Helpdesk / Agent | Create/edit tickets for assigned teams |
| Helpdesk / Manager | Full access + configuration |

Assign users to **Helpdesk / Agent** or **Manager** under Settings → Users.

## Configuration Checklist

1. Open **Helpdesk → Configuration → Teams** and assign leaders and members
2. Configure incoming mail aliases on each team (alias email shown on team form)
3. Adjust **SLA Policies** and **Ticket Types** as needed
4. Configure **Support Mailboxes** under Configuration
5. Optional: link website menu to `/helpdesk/submit?db=odoo`

## No Delivery / Inventory

This module intentionally excludes stock moves, delivery orders, and RMA pickings. Product returns are tracked as tickets with an optional product link only.