How to Configure Helpdesk for E-Learning Courses in Odoo 18: Complete Guide
By Braincuber Team
Published on December 18, 2025
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.
What You'll Learn:
- How to enable eLearning in Helpdesk teams
- Creating and linking courses to Helpdesk
- Adding various content types (videos, documents, quizzes)
- Setting up the Help Center for self-service
- Creating support tickets from course forums
Configuring Helpdesk for E-Learning
To configure the helpdesk for e-learning courses, follow these steps:
- Open the Helpdesk Module: Navigate to the Helpdesk application in Odoo 18.
- 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.
- Access Team Settings: Click the dropdown menu from the team to access the settings options.
- Navigate to Help Center Section: Scroll down to the Help Center section in the Helpdesk Team's settings page.
- Enable eLearning: Check the eLearning checkbox to connect your Helpdesk with training material.
What This Does: Enabling eLearning turns on the functionality where customers can access learning content—like tutorials, videos, and presentations—directly from the help center.
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:
📚 Course Information
- Course title and description
- Course category
- Responsible instructor
⚙️ Access Settings
- Visibility settings
- Enrollment options
- Access rights
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:
| Content Type | Description | Best For |
|---|---|---|
| 📄 Documents | PDF guides, manuals, reference materials | Detailed instructions, policies |
| 🎥 Videos | Tutorial videos, demonstrations | Visual learners, complex processes |
| 📊 Presentations | Slide decks, visual guides | Overview content, training sessions |
| ❓ Quizzes | Interactive assessments | Knowledge verification, engagement |
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:
🌐 Help Forum
General questions and discussions covering all topics
📖 Course-Specific Forums
Dedicated spaces for each course where learners can ask course-related questions
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:
- Open a Discussion: When a learner opens a discussion inside any course forum, they can access the three-dot menu.
- Create Ticket Option: Select "Create Ticket" from the menu to convert the forum post into a Helpdesk ticket.
- Select Team: If the course is linked to multiple Helpdesk teams, select the appropriate team. Otherwise, it fills automatically.
- Ticket Created: The newly created ticket appears in the Helpdesk dashboard under the unassigned section.
Important: Odoo keeps the ticket linked to the forum post it originated from, helping support agents understand the full context of the issue.
Frequently Asked Questions
Can customers access eLearning courses directly from the Helpdesk?
Yes. Once eLearning is enabled on a Helpdesk team, linked courses become visible in the Help Center, allowing users to explore training content instantly.
Can I create new eLearning courses from the Helpdesk settings page?
Absolutely. Simply type a course name in the Courses field and choose "Create and Edit" to build a new course right from the Helpdesk configuration.
How do students raise support tickets from forums?
Inside any course forum, students can click the three-dot menu on a post and select "Create Ticket." The question is then converted into a Helpdesk ticket automatically.
Where do created tickets appear?
All tickets generated through forums are sent directly to the assigned Helpdesk team and appear in the Helpdesk dashboard like any other support ticket.
Can I restrict access to certain eLearning courses?
Yes. In the eLearning course settings, you can configure Access Rights to control who is allowed to view or enroll in the course.
Do forum posts and tickets stay connected?
Yes. Odoo keeps the ticket linked to the forum post it originated from, helping support agents understand the full context.
Is publishing course content required for users to see it?
Yes. Both the course and individual contents must be published before learners can access them on the website.
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.
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