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SME Website Ticket Search

This feature extends the default portal website search to include Helpdesk Tickets in the search results. It allows portal users to locate tickets using keywords directly from the website’s global search bar, enhancing ticket visibility and accessibility.
June 24, 2025 by
SME Website Ticket Search
Silverdale Technology, Somroo Hassaan
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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.

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