This task is one section of Odoo sales, website, and service: seven everyday tasks, with 6 related tasks on one page.
1. Open Helpdesk
Open Apps and search for Helpdesk. If it is not listed, this edition does not include it. Do not install an unrelated module to imitate it. When it is there, install it. Create a team at Helpdesk → Configuration → Helpdesk Teams if you need one, and keep a stage that means solved.
2. Create one ticket
Create a ticket with a customer and a short description. It should land in the new stage.
3. Move it
Assign it, add the reply or the note you actually sent, then move it to the solved stage.
4. Confirm it left the queue
Filter the team’s new or open tickets. This ticket should not be there. If email to the customer matters, confirm the outgoing mail server works before you rely on the reply.
5. Frequently asked questions
Does solved delete the ticket?
No. You can still open it. It leaves the open queue.
What if there is no solved stage?
Add a stage on the team and use that. Do not invent a status in the description.
Can a customer reopen it?
Only if your team allows that. Otherwise create a new ticket and link it.
6. Related articles and next steps
Odoo documents teams and tickets in the Odoo 19 Helpdesk page. Helpdesk is not included in every edition.
Continue learning
Describe the version, hosting, and workflow you want to improve. Email OdooMatrix to discuss the next step.