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Purpose and use cases
Ticket volume analytics: Count and analyze ticket volumes by team, creator, or time period to understand support workload trends
Team performance metrics: Extract tickets for specific teams to calculate response times, resolution times, and productivity metrics
Reporting and dashboards: Feed ticket data into reporting workflows to create dashboards showing support KPIs
Workload monitoring: Track number of tickets created in past X days to monitor support team workload in real-time
Data export & backup: Export helpdesk tickets to external systems, data warehouses, or archives for long-term retention
Ticket escalation workflows: Read high-volume or overdue tickets to trigger escalation or reassignment workflows
Creator analysis: Analyze tickets by creator to identify frequently opening tickets or specific user issues
Historical trend analysis: Extract tickets over multiple time periods to analyze trends, seasonal patterns, and growth
Configuration parameters
The Odoo Helpdesk Input transform requires the following configuration settings to filter and read helpdesk tickets:
Parameter | Description |
Transform Name | A unique identifier for this transform in your workflow (e.g., "Odoo Helpdesk Input"). Used for logging and error tracking. |
Odoo Connection | The configured Odoo server connection to read helpdesk tickets from. Dropdown selector displays all available Odoo connections (e.g., "odoo-production"). |
Ticket Creator Login | Filter tickets by the user who created/opened them. Dropdown shows all Odoo users. Select a specific user to read only tickets created by that user. Leave empty to read tickets from all creators (unless "Allow empty" is checked). |
Allow empty ticket creator (get all ticket authors) | Checkbox option. When checked, ignores the Ticket Creator Login filter and returns tickets from ALL users regardless of creator. Useful for reading all tickets in a team without filtering by creator. Default: Unchecked. |
Helpdesk team | Filter tickets by helpdesk team. Dropdown shows all configured helpdesk teams in your Odoo instance (e.g., "Sales Support", "Technical Support", "Customer Service"). Required to specify which team's tickets to read. |
Number of days | Read tickets created in the past X days. Number value (e.g., 30 reads tickets from past 30 days). Calculated from current date. Default: 30 days. Adjust based on how much historical data you need (e.g., 7 for past week, 90 for past quarter). |
Practical examples
Example 1: Extract Recent Tickets for Team Performance Analysis
Scenario: You want to analyze performance of your Sales Support team. You need to extract all tickets from the past 30 days created by any team member to calculate average resolution time and response metrics.
Configuration settings:
Parameter | Value |
Transform Name | extract-sales-support-tickets |
Odoo Connection | odoo-production |
Ticket Creator Login | (leave empty) |
Allow empty ticket creator | Checked (Yes) |
Helpdesk team | Sales Support |
Number of days | 30 |
Steps:
Read all Sales Support team tickets from past 30 days using Odoo Helpdesk Input
Calculate metrics: count by creator, average resolution time, average response time
Write results to reporting table or export to BI tool
Display team performance dashboard
Result: 245 helpdesk tickets extracted for analysis, enabling performance tracking and KPI calculation.
Example 2: Extract Tickets from Specific Support Agent
Scenario: You want to track the productivity and performance of a specific support agent. Extract all tickets created by that agent in the past week to monitor their workload and performance metrics.
Configuration settings:
Parameter | Value |
Transform Name | extract-agent-tickets |
Odoo Connection | odoo-production |
Ticket Creator Login | john.doe@company.com |
Allow empty ticket creator | Unchecked (No) |
Helpdesk team | Technical Support |
Number of days | 7 |
Use case:
Monitor individual agent productivity and workload
Calculate personal performance metrics (resolution time, customer satisfaction)
Identify training needs or performance issues
Track agent-specific trends over time
Example 3: Aggregate Tickets Across Multiple Teams for Company-Wide Report
Scenario: You want to create a company-wide helpdesk report showing total tickets, team comparisons, and support metrics. You run the Odoo Helpdesk Input multiple times for each team to aggregate data.
Pipeline structure:
Read tickets from "Sales Support" team (past 30 days)
Read tickets from "Technical Support" team (past 30 days)
Read tickets from "Billing Support" team (past 30 days)
Combine results using Union/Merge transform
Calculate aggregate metrics (total tickets, by team, by creator)
Generate summary report showing all teams
Example 4: Real-Time Workload Monitoring and Alert Triggering
Scenario: You want to monitor helpdesk workload in real-time and trigger alerts when ticket volume exceeds thresholds. Extract tickets from past 7 days and compare with expected baseline.
Configuration settings:
Parameter | Value |
Transform Name | monitor-current-workload |
Odoo Connection | odoo-production |
Ticket Creator Login | (leave empty) |
Allow empty ticket creator | Checked (Yes) |
Helpdesk team | All Teams (run multiple times) |
Number of days | 7 |
Workflow:
Read tickets from past 7 days (weekly rolling window)
Count total tickets and by-team breakdown
Compare against historical baseline (average from past 12 weeks)
If current > baseline + threshold, trigger alert
Send notification to management with escalation info
Schedule to run every morning at 9 AM