Description
Odoo Website Helpdesk Lock System is an Odoo module that lets a helpdesk user lock a support ticket. A locked ticket stays with one person, so a single agent handles the whole thread with the customer.
The agent opens a ticket in the Helpdesk app and clicks the Lock button on the ticket form. A confirmation box asks whether to lock the ticket, and the lock applies after the agent clicks Ok.
A locked ticket keeps its details safe until an allowed user releases the lock. Other users who try to save an edit get a warning that names the agent holding the lock.
Unlock rights stay with a small group: the agent who placed the lock, the Odoo administrator, and Manager users. When another user clicks Unlock, Odoo refuses the action and asks them to contact the administrator.
Every ticket form gets a Lock Information tab that records who holds the lock and who last released it. Odoo shows each name with the date and time of the action for tracking.
This lock module works on top of the ticket system from Odoo Website Helpdesk & Support System, so you need to install that module first.
Highlighted Features of Odoo Website Helpdesk Lock System
One-Click Ticket Lock
Lock any helpdesk ticket from the Lock button on the ticket form after a quick confirmation step.
Edit Protection
Stop other users from changing ticket details while the ticket stays locked by one agent.
Restricted Unlock Rights
Allow only the locking user, the administrator, or a Manager to release the lock on a ticket.
Lock History Tracking
Record the users who last locked and unlocked a ticket, along with the date and time of each action.
Why Do We Need Odoo Website Helpdesk Lock System?
Odoo Website Helpdesk Lock System solves a common problem where several users change the same support ticket at once.
When more than one agent replies on a long ticket thread, the customer gets mixed answers. Small edits by different people also cause delays and poor customer service.
The module lets one agent lock the ticket and keep the conversation in one place. Other users can still open the ticket, but they cannot change it while the lock stays on.
A Manager can still step in when a ticket needs to move, and Odoo first shows a message that names the current locker and asks the Manager to confirm the unlock.
Also, if you want to show your support teams and their members on the website, you can check our extension Odoo Website Helpdesk & Support Teams.
Use Cases
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Long Customer Threads
Support agents lock lengthy tickets so one person keeps a continuous line of communication with the client.
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Avoid Conflicting Ticket Edits
Helpdesk teams stop two users from changing the same ticket details and confusing the customer.
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Manager Takeover of Tickets
Managers unlock a ticket held by another agent when the ticket needs to move to someone else on the team.
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Audit Who Handled a Ticket
Team leads check the Lock Information tab to see who locked or unlocked a ticket and on which date. For a wider view of your website support setup, browse our Odoo Website modules.
Lock a Helpdesk Ticket in Odoo
A helpdesk user can lock a ticket directly from the form view in the Odoo Helpdesk app. The lock keeps the ticket with that user until someone with the right access releases it.
- Open the Helpdesk app and select the ticket you want to lock.
- Click the Lock button in the header of the ticket form.
- Read the confirmation message that asks if you want to lock this ticket.
- Click Ok to lock the ticket or Cancel to close the dialog.
- See the Lock button change to Unlock while the lock stays active.
Block Changes to a Locked Ticket
Other users cannot change a locked helpdesk ticket until an allowed user releases the lock. Odoo stops the save and shows a warning instead of updating the record.
- Keep the record safe from edits by anyone other than the agent holding the lock.
- Show a warning that names the agent who currently holds the lock.
- Tell the unauthorised user to contact the administrator for access.
- Keep every field unchanged until an allowed user releases the lock.
Unlock a Ticket with Restricted Access
Only three kinds of users can unlock a locked helpdesk ticket: the original locker, the Odoo admin, or a Manager. Any other user who clicks Unlock gets an error from Odoo.
- Click the Unlock button on a locked ticket to release the lock.
- Let the original locker release the lock on the ticket at any time.
- Allow an administrator or Manager to release a lock held by another user.
- Show a confirmation that names the locker before a Manager unlocks the ticket.
- Refuse the unlock for any other user with a not-authorised warning.
Ticket Lock Information Tab
Lock Information tab on the ticket form stores the lock history of each helpdesk ticket. Team leads can see who locked and unlocked a ticket and when it happened.
- Open the Lock Information tab to view the Ticket Lock Information section.
- Check the Currently Locked By field for the user who holds the lock.
- See the Currently Locked Date with the date and time of the lock.
- Check the Last Unlocked By field for the user who last unlocked the ticket.
- See the Last Unlocked Date with the date and time of the last unlock.
Dedicated Support For Odoo Website Helpdesk Lock System Module
Webkul's dedicated support provides you with the customizations and troubleshooting solutions for your Odoo Website Helpdesk Lock System Module.
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You may also check our other top-quality Odoo Extensions.