Ticket Multiple Assignee

Efficient ticket resolution requires collaborative teamwork, especially when handling complex support issues. The Assign Multiple Users to Helpdesk Tickets module enhances Odoo's Helpdesk module by enabling multiple assignees per ticket, ensuring that team members can collaborate seamlessly to resolve issues faster.

With this feature, businesses can improve ticket management, distribute workload effectively, and enhance customer satisfaction by ensuring that tickets are handled by the right people.

Key Features & Benefits:

1. Assign Multiple Users to Helpdesk Tickets: Adds a Many-to-Many (M2M) field allowing multiple helpdesk agents to be assigned to a ticket. Supports collaborative issue resolution by allowing multiple users to work on the same ticket.
2. Enhanced Helpdesk Ticket Management: Updates the Helpdesk Ticket Form View to include multiple assignee selection. Ensures proper tracking of who is working on a ticket, preventing bottlenecks.
3. Improved Team Collaboration & Work Distribution: Allows managers to assign multiple agents to high-priority or complex tickets. Ensures that no ticket is left unattended, improving response times.
4. Seamless Integration with Odoo Helpdesk: Works with existing ticket workflows, team structures, and reporting dashboards. Ensures backward compatibility with previous Helpdesk configurations.

Example Use Case:

A customer support team in an e-commerce company needs to handle a complex refund request that requires input from billing, logistics, and customer service teams.

1. Before the module: A ticket could only be assigned to one agent, causing delays and miscommunication. Agents had to manually transfer tickets or communicate externally.
2. After installing the module: The support manager assigns multiple agents to the ticket. Each agent can update the ticket, collaborate, and track progress. The issue is resolved faster, improving customer experience and team efficiency.

Summary

The Assign Multiple Users to Helpdesk Tickets module enhances Odoo’s Helpdesk functionality by allowing multiple agents to be assigned to a ticket, ensuring faster issue resolution, better collaboration, and improved workload distribution.

This feature is ideal for businesses handling complex support requests where multiple team members need to be involved in resolving issues efficiently.