Helpdesk for e-Learning Courses in Odoo 18
By Braincuber Team
Published on January 7, 2026
You launch an online course platform with 500 enrolled students. Within the first week, support emails flood in: "How do I reset my password?" "The video in Module 3 won't play." "I completed the quiz but my score isn't showing." "Can I get a certificate for this course?" Your support team struggles to track which student is enrolled in which course, whether they've actually progressed to the content they're asking about, and which issues are course-specific versus platform-wide. Learners get generic responses that don't address their actual situation.
Odoo 18 integrates the Helpdesk module with e-Learning, creating course-specific support channels where tickets automatically link to courses, show student enrollment status, display progress, and enable agents to respond with relevant context. Configure helpdesk teams per course, set up SLA policies for student support, use canned responses for common questions, and access a student's complete learning journey from within the ticket. Support staff see exactly where each learner is stuck, and students get targeted help that addresses their specific situation.
Core Benefit: Helpdesk tickets link directly to e-Learning courses and student records. When a student submits a support request, agents see course enrollment, progress percentage, quiz scores, and completion status—enabling contextual, efficient support.
Why Integrate Helpdesk with e-Learning?
Course-Specific Context
Tickets automatically show which course the question relates to, student's enrollment date, current progress, and completion status. No more asking "Which course are you taking?" in every response.
Progress Visibility
Support agents see student progress: lessons completed, quiz scores, time spent. If a student says "I can't access Module 5," agents instantly know if they've completed the prerequisites.
SLA for Student Support
Define response time targets for different issue types: technical problems within 4 hours, content questions within 24 hours, certificate requests within 48 hours. Track and measure support quality.
Multi-Channel Support
Students can submit tickets via email, website forms, or live chat. All channels funnel into the same helpdesk queue, linked to their e-Learning profile for unified support experience.
Setting Up Helpdesk for e-Learning
Enable Helpdesk Module
First, ensure the Helpdesk module is installed:
- Go to Apps and search for "Helpdesk"
- Install the Helpdesk module if not already installed
- Ensure e-Learning module is also installed and configured
- Both modules must be active for integration to work
Create Helpdesk Team for e-Learning
Set up a dedicated support team for courses:
- Navigate to Helpdesk → Configuration → Helpdesk Teams
- Click New to create a new team
- Name it appropriately (e.g., "Course Support Team")
- Configure visibility, assignment method, and members
- Enable email alias for course-support@yourdomain.com
Link Courses to Helpdesk Team
Connect specific courses to the support team:
- Open your e-Learning course in e-Learning → Courses
- Find the Helpdesk Team field in course settings
- Select the appropriate helpdesk team
- Tickets from this course will route to that team
- Set up different teams for different course categories if needed
Configure Ticket Types
Create ticket types for common e-Learning issues:
- Go to Helpdesk → Configuration → Ticket Types
- Create types: Technical Issue, Content Question, Certificate Request, etc.
- Each type can have different SLA policies and routing rules
- Students select type when submitting tickets
Helpdesk Team Configuration
HELPDESK TEAM: Course Support Team ═══════════════════════════════════════════════════════════ BASIC SETTINGS ─────────────────────────────────────────────────────────── Team Name: Course Support Team Company: Acme Learning Academy Description: Support for all online courses ASSIGNMENT ─────────────────────────────────────────────────────────── Assignment Method: Balanced (Evenly distributes tickets among team members) Team Members: • Sarah Chen (Team Lead) • Michael Roberts (Technical Support) • Emily Watson (Content Specialist) • David Lee (General Support) CHANNELS ─────────────────────────────────────────────────────────── Email Alias: course-support@acmelearning.com (Emails to this address create tickets automatically) Website Form: Enabled (Form embedded on course pages) Live Chat: Enabled (Chat widget on learning platform) VISIBILITY ─────────────────────────────────────────────────────────── Visibility: Invited portal users and all internal users (Only enrolled students and staff can submit) FEATURES ENABLED ─────────────────────────────────────────────────────────── ✓ SLA Policies (Response time tracking) ✓ Automatic Assignment (Load balancing) ✓ Customer Ratings (Collect feedback) ✓ Canned Responses (Quick replies) ✓ Knowledge Base (Self-service articles)
Ticket Types for e-Learning
E-LEARNING TICKET TYPES ═══════════════════════════════════════════════════════════ TYPE 1: Technical Issue ─────────────────────────────────────────────────────────── Name: Technical Issue Description: Video playback, login problems, platform errors Priority: High SLA Policy: 4-hour first response Examples: • "Video won't load in Safari" • "Quiz submit button not working" • "Can't log in to my account" • "Mobile app crashing" TYPE 2: Content Question ─────────────────────────────────────────────────────────── Name: Content Question Description: Clarifications about course material Priority: Medium SLA Policy: 24-hour first response Examples: • "I don't understand the concept in Lesson 4" • "The formula in slide 23 seems incorrect" • "Can you explain the difference between X and Y?" • "Are there practice exercises for this topic?" TYPE 3: Certificate Request ─────────────────────────────────────────────────────────── Name: Certificate Request Description: Certificate issues, verification, downloads Priority: Medium SLA Policy: 48-hour resolution Examples: • "I completed the course but certificate not showing" • "My name is spelled incorrectly on certificate" • "Need certificate for my employer" • "Can I get a verification letter?" TYPE 4: Enrollment Issue ─────────────────────────────────────────────────────────── Name: Enrollment Issue Description: Access problems, enrollment status Priority: High SLA Policy: 8-hour first response Examples: • "I paid but still don't have access" • "Course expired before I could finish" • "Need to transfer to another session" • "Can't see the course in my dashboard" TYPE 5: Feedback & Suggestions ─────────────────────────────────────────────────────────── Name: Feedback & Suggestions Description: Course improvement feedback Priority: Low SLA Policy: 72-hour acknowledgment Examples: • "Would be great to add more examples" • "The audio quality could be improved" • "Suggestion for a new topic to cover" • "Really enjoyed the course - thank you!"
SLA Policies for Student Support
SLA POLICIES FOR E-LEARNING SUPPORT ═══════════════════════════════════════════════════════════ SLA 1: Critical Technical Issues ─────────────────────────────────────────────────────────── Name: Critical Response Applies To: Technical Issue tickets Target: First Response Time: 4 hours Priority: Urgent Working Hours: 24/7 (courses available anytime) Escalation: Notify Team Lead if missed SLA 2: Standard Support ─────────────────────────────────────────────────────────── Name: Standard Response Applies To: Content Questions, General Inquiries Target: First Response Time: 24 hours Priority: Normal Working Hours: Business hours (Mon-Fri 9AM-6PM) Escalation: None (within acceptable range) SLA 3: Certificate Processing ─────────────────────────────────────────────────────────── Name: Certificate Resolution Applies To: Certificate Request tickets Target: Issue Resolved Time: 48 hours Priority: Normal Working Hours: Business hours Escalation: Notify admin if > 48 hours SLA 4: Premium Student Support ─────────────────────────────────────────────────────────── Name: Premium Response Applies To: All tickets from Premium course enrollees Target: First Response Time: 2 hours Priority: High Working Hours: Extended (8AM-10PM) Escalation: Immediate notification to Team Lead SLA TRACKING DASHBOARD ─────────────────────────────────────────────────────────── Metrics Tracked: • First Response Time (target vs actual) • Resolution Time (by ticket type) • SLA Compliance Rate (% tickets meeting SLA) • Overdue Tickets (requiring immediate attention) • Average Handle Time (per ticket type)
Creating Canned Responses
Canned responses speed up ticket handling for common e-Learning questions. Create templates that agents can quickly insert and personalize.
CANNED RESPONSES FOR E-LEARNING SUPPORT
═══════════════════════════════════════════════════════════
RESPONSE 1: Video Playback Issue
───────────────────────────────────────────────────────────
Shortcut: /video_issue
Subject: Re: Video Playback Problem - Troubleshooting Steps
Body:
Hi {{student.name}},
Thank you for reaching out about the video playback issue in
{{course.name}}.
Please try these troubleshooting steps:
1. Clear your browser cache and cookies
2. Try a different browser (Chrome works best)
3. Check your internet connection speed
4. Disable any ad-blockers or browser extensions
5. Try incognito/private browsing mode
If the issue persists after trying these steps, please let me
know:
- Which browser and version you're using
- The specific lesson/video that won't play
- Any error messages you see
We'll get this resolved for you quickly!
Best regards,
{{agent.name}}
Course Support Team
───────────────────────────────────────────────────────────
RESPONSE 2: Certificate Not Showing
───────────────────────────────────────────────────────────
Shortcut: /certificate_missing
Subject: Re: Certificate Request - Checking Your Progress
Body:
Hi {{student.name}},
I'd be happy to help with your certificate for {{course.name}}.
I've checked your account and here's what I see:
- Course Progress: {{student.progress}}%
- Quizzes Completed: {{student.quizzes_completed}}
- Required for Certificate: 100% completion + passing quiz
To earn your certificate, please ensure:
1. All lessons are marked as complete
2. You've passed the final assessment (80% or higher)
3. Any required assignments are submitted
Once these are complete, your certificate will be available
immediately in your profile under "My Certificates."
If you believe you've completed everything and still don't see
your certificate, please reply and I'll investigate further.
Best regards,
{{agent.name}}
Course Support Team
───────────────────────────────────────────────────────────
RESPONSE 3: Password Reset
───────────────────────────────────────────────────────────
Shortcut: /password_reset
Subject: Re: Login Issue - Password Reset Instructions
Body:
Hi {{student.name}},
I can help you regain access to your account.
To reset your password:
1. Go to our login page: {{company.login_url}}
2. Click "Forgot Password?"
3. Enter your email: {{student.email}}
4. Check your inbox for the reset link
5. Create a new password (minimum 8 characters)
The reset link expires in 24 hours. If you don't see the email,
please check your spam folder.
If you still have trouble logging in after resetting, let me
know and I'll assist further.
Best regards,
{{agent.name}}
Course Support Team
───────────────────────────────────────────────────────────
RESPONSE 4: Course Extension Request
───────────────────────────────────────────────────────────
Shortcut: /extension_request
Subject: Re: Course Access Extension
Body:
Hi {{student.name}},
Thank you for reaching out about extending your access to
{{course.name}}.
I've reviewed your enrollment:
- Original Access Period: {{enrollment.start}} to {{enrollment.end}}
- Current Progress: {{student.progress}}%
- Days Remaining: {{enrollment.days_remaining}}
Based on your circumstances, I'm able to grant a
[14-day/30-day] extension to your course access. This will
give you until [new_date] to complete the course.
Your extension has been applied and is now active. You can
verify this in your course dashboard.
Please don't hesitate to reach out if you have any other
questions or need additional support.
Best regards,
{{agent.name}}
Course Support Team
Complete Support Workflow
COMPLETE E-LEARNING SUPPORT WORKFLOW
═══════════════════════════════════════════════════════════
SCENARIO: Student Reports Quiz Score Not Saving
Course: Python Programming Fundamentals
Student: Jennifer Martinez (jennifer.m@email.com)
STEP 1: TICKET CREATED
───────────────────────────────────────────────────────────
Source: Website Form (embedded in course page)
Subject: Quiz score not saving
Description: "I completed the Module 3 quiz three times
but my score keeps showing 0%. I answered
all questions correctly."
Ticket #: HD-2026-00892
Created: 2026-01-07 10:15:00
Priority: High (Technical Issue)
SLA Target: First response within 4 hours
STEP 2: AUTOMATIC ENRICHMENT
───────────────────────────────────────────────────────────
Student Profile (auto-linked):
Name: Jennifer Martinez
Email: jennifer.m@email.com
Enrolled Since: 2025-12-15
Course Context (auto-linked):
Course: Python Programming Fundamentals
Progress: 65% complete
Current Module: Module 3 - Control Structures
Last Activity: 2026-01-07 09:45:00
Quiz Status (visible to agent):
Module 1 Quiz: 92% ✓
Module 2 Quiz: 88% ✓
Module 3 Quiz: 0% ← Issue here
Attempts: 3 (all showing 0%)
STEP 3: ASSIGNMENT
───────────────────────────────────────────────────────────
Assigned To: Michael Roberts (Technical Support)
Assignment Method: Balanced (Michael had lowest queue)
Notification: Email + Odoo notification sent
STEP 4: AGENT INVESTIGATION
───────────────────────────────────────────────────────────
Agent Actions:
1. Reviewed student profile and progress
2. Checked quiz submission logs
3. Found: JavaScript error on quiz submit
4. Identified: Browser compatibility issue (IE11)
5. Verified: Other students on same quiz working fine
Root Cause: Internet Explorer 11 not fully supported
STEP 5: RESPONSE (Using Canned + Custom)
───────────────────────────────────────────────────────────
Response Time: 1 hour 23 minutes (within SLA ✓)
"Hi Jennifer,
Thank you for reporting this issue with the Module 3 quiz.
I've investigated your account and found that the quiz
submissions aren't processing correctly due to browser
compatibility. Internet Explorer 11 has limited support
for our quiz engine.
To resolve this:
1. Please use Chrome, Firefox, or Edge browser
2. Clear your browser cache before attempting
3. Try the quiz again - your score should save correctly
I've also reset your quiz attempts so you have a fresh start.
If you continue to experience issues after switching browsers,
please let me know and I'll investigate further.
Best regards,
Michael
Course Support Team"
STEP 6: FOLLOW-UP & RESOLUTION
───────────────────────────────────────────────────────────
Student Reply: "Switched to Chrome and it worked!
Got 96% - thank you!"
Agent Action: Marked ticket as Solved
Resolution Time: 3 hours 45 minutes
Customer Rating: ⭐⭐⭐⭐⭐ (5/5)
Feedback: "Quick and helpful response!"
TICKET RECORD
───────────────────────────────────────────────────────────
Status: Solved
Total Messages: 4 (2 from student, 2 from agent)
SLA Status: ✓ Met (responded in 1h23m, target was 4h)
Resolution: Browser compatibility - switched to Chrome
Category: Technical → Browser Issue
Linked Course: Python Programming Fundamentals
Knowledge Base: Updated browser requirements article
Website Form Configuration
Create Support Form
Embed a support form on your course pages:
- Enable Website Form in Helpdesk Team settings
- Configure form fields: Name, Email, Course, Issue Type, Description
- Link form to appropriate helpdesk team
- Add form to course pages via Website Builder
Enable Live Chat
Provide real-time support on learning platform:
- Activate Live Chat feature in Helpdesk Team
- Configure chat widget appearance and position
- Set operating hours (or 24/7 for global students)
- Create chatbot for after-hours initial response
Best Practices
✅ Follow These Guidelines:
- Create course-specific teams: Different courses may need different expertise—technical courses vs. soft skills courses have different support needs
- Use ticket types: Categorize issues so technical problems route to tech support and content questions route to instructors
- Set realistic SLAs: 4 hours for critical issues is aggressive but achievable; content questions can wait 24 hours
- Build a knowledge base: Common questions like "How do I get my certificate?" should have self-service answers
- Leverage student context: Always check progress before responding—it saves back-and-forth clarification
- Create canned responses: Speed up responses while maintaining personalization through merge fields
- Track satisfaction ratings: Enable ratings so you know which agents and response types work best
- Review analytics regularly: Identify common issues that could be prevented with better course design
Common Issues and Solutions
🚨 Issue #1: Tickets Not Linking to Courses
Student submits ticket but course information not showing. Solution: Ensure the Helpdesk Team is linked to the course in e-Learning settings, and the student's email matches their e-Learning account.
🚨 Issue #2: SLA Timers Running During Non-Business Hours
SLAs showing as "missed" over weekends. Solution: Configure working hours in the Helpdesk Team settings to exclude weekends and holidays from SLA calculations.
🚨 Issue #3: Canned Responses Not Merging Student Data
Merge fields showing as placeholders instead of actual values. Solution: Ensure merge field syntax is correct ({{student.name}}) and the data exists in the linked student record.
🚨 Issue #4: Multiple Tickets for Same Issue
Student sends multiple emails creating duplicate tickets. Solution: Enable ticket merging in settings, or use email alias threading to group related emails into single ticket.
Conclusion
Configuring Helpdesk for e-Learning in Odoo 18 transforms student support from generic ticket handling into contextual, efficient assistance. Link helpdesk teams to courses so tickets automatically show enrollment status, progress, quiz scores, and completion data. Create ticket types for technical issues, content questions, and certificate requests—each with its own SLA policy. Build canned responses that merge student data for personalized, rapid replies. The result: support agents have complete context in every ticket, students get targeted help based on their actual situation, and your learning platform delivers a premium support experience that matches the quality of your courses.
🎯 Key Takeaway: Every ticket links to the student's e-Learning profile. Agents see course, progress, and status instantly. Canned responses with merge fields speed up replies. SLA policies ensure timely support. Result: efficient, contextual support that improves student satisfaction and completion rates.