How to Configure Helpdesk for E-Learning Courses in Odoo 18: Complete Guide

Helping customers help themselves is one of the smartest ways to reduce support workload, and Odoo 18 makes this easier than ever. By connecting the Helpdesk app with eLearning courses, you can offer customers instant access to tutorials, videos, and quizzes right inside your help center. This not only speeds up problem-solving but also helps users build a deeper understanding of your products and services.

In this comprehensive tutorial, we'll walk through how to configure Helpdesk for eLearning in Odoo 18, create course content, and publish it so your customers can start learning and troubleshooting on their own.

Configuring Helpdesk for E-Learning

To configure the helpdesk for e-learning courses, follow these steps:

1. Open the Helpdesk Module: Navigate to the Helpdesk application in Odoo 18.
2. Select or Create a Team: You can either select an existing team or create a new one if you're setting up a dedicated eLearning support flow.
3. Access Team Settings: Click the dropdown menu from the team to access the settings options.
4. Navigate to Help Center Section: Scroll down to the Help Center section in the Helpdesk Team's settings page.
5. Enable eLearning: Check the eLearning checkbox to connect your Helpdesk with training material.

Linking Courses to Your Helpdesk Team

Once eLearning is enabled, a new Courses field appears. Here you can:

• Select existing courses from the dropdown menu
• Create new courses on the fly by typing a new title
• Assign multiple courses to ensure customers have access to all relevant learning modules

Creating a New Course Directly

You can create a new course directly from the Helpdesk settings by typing the course title in the Courses field. A configuration window will pop up where you can set up all the course details including:

Adding Content to Your Course

After saving the initial course setup, enrich your course by clicking the Add Content button. This opens the content creation window where you can upload various types of learning materials:

For each content item, you can configure:

• Duration: Estimated time to complete
• Responsible Person: Content owner or instructor
• Download Limits: Control how many times content can be downloaded
• Preview Options: Allow previews before enrollment
• Additional Resources: Attach supplementary materials

The Help Center Experience

Once configured, customers can access your eLearning content through multiple touchpoints:

Courses Menu

Customers can access all published eLearning courses directly from the Courses menu on the website. This page lets them browse available training, view course details, and start learning instantly.

Help Center

The Help menu leads users to the Help Center, which brings community discussions and eLearning courses together in one place. Users can:

• Ask questions in community forums
• Browse popular forum topics
• Access training videos and tutorials
• Find answers quickly and conveniently

Community Forums

Users can access two types of discussion spaces from inside the help center:

Creating Helpdesk Tickets from Course Forums

One of the most powerful features is the ability for students to raise Helpdesk tickets directly from course forums whenever they have doubts or face technical issues.

How It Works:

1. Open a Discussion: When a learner opens a discussion inside any course forum, they can access the three-dot menu.
2. Create Ticket Option: Select "Create Ticket" from the menu to convert the forum post into a Helpdesk ticket.
3. Select Team: If the course is linked to multiple Helpdesk teams, select the appropriate team. Otherwise, it fills automatically.
4. Ticket Created: The newly created ticket appears in the Helpdesk dashboard under the unassigned section.

Frequently Asked Questions

Conclusion

Integrating eLearning with the Helpdesk in Odoo 18 creates a powerful self-service ecosystem for learners and customers. From accessing courses and engaging in course-specific forums to raising Helpdesk tickets directly from discussion threads, users get a smooth and supportive learning experience.

For support teams, this integration centralizes communication, streamlines ticket handling, and improves overall response quality. Whether you're training new users or assisting active learners, this setup helps you deliver faster, smarter, and more organized support.