This episode describes the extensive functionalities of Odoo's Helpdesk application, designed to streamline customer support. It explains how to create and manage helpdesk teams, defining their visibility and automating ticket assignments. The episode details various methods for receiving tickets, including email, live chat, and website forms, and how to prioritize them. Furthermore, it outlines after-sales services like refunds, coupons, returns, repairs, and field service, along with options to close tickets manually, automatically, or by customers. The episode also covers integrating with a Help Center via Knowledge, Community Forums, and eLearning, enabling customer ratings for feedback, and providing detailed reporting for performance analysis. Finally, it explains how to establish Service Level Agreements (SLAs) and track and bill time for services, whether prepaid or post-paid.

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