Portal users often need to retrieve support tickets using keywords from previous conversations, reference numbers, or ticket subjects. However, Odoo’s default website search does not include helpdesk tickets, forcing users to manually browse the ticket list.
The SME Website Ticket Search enhancement solves this by integrating Helpdesk Tickets into the default global search functionality on the customer portal—making it easy for users to find support tickets without navigating away.
Key Features & Benefits:
Helpdesk Ticket Integration into Global Search
- Enables ticket titles and descriptions to be searchable through the portal’s main search bar
- Users can type a keyword or phrase and get matching ticket results
Unified Search Experience for Portal Users
- No need to open the Helpdesk page separately
- Helps customers quickly find relevant tickets, especially for ongoing or past issues
Faster Navigation & Improved Self-Service
- Reduces time spent scrolling through ticket lists
- Improves support experience for customers who manage multiple tickets
Secure Access & Scoped Results
- Users only see their own tickets in search results
- Fully aligned with Odoo’s portal user permissions
Seamless Website Integration
- Works out-of-the-box with Odoo’s website and portal modules
- Maintains the native look and feel of the website's search results
Example Use Case:
A customer logs into the portal and wants to follow up on a ticket about a product malfunction. Instead of opening the Helpdesk tab and scrolling, they just type “malfunction” in the website’s search bar. The ticket appears in the results immediately.
Summary:
The SME Website Ticket Search module makes Helpdesk Tickets searchable from the portal’s main search bar, enabling faster ticket discovery and a smoother customer experience. It’s a lightweight yet powerful enhancement that simplifies support tracking and reduces navigation friction.
Perfect for businesses with active customer support channels and large volumes of portal interactions.
SME Website Ticket Search