Wagos Helpdesk Enhancements
Partner warnings on tickets + split replies to old invoiced tickets into new tickets
Wagos Helpdesk Enhancements
Smarter Support: Context-Aware Alerts & Email Routing
A set of Wagos helpdesk improvements. It surfaces customer Sales/Accounting warnings directly on tickets, and stops customer replies to old, already-invoiced tickets from quietly re-opening closed work — routing those replies into fresh tickets instead.
Key Features
- Sale & Invoice Warnings: Automatically pull and display warning messages set on the Partner form.
- Hierarchy Intelligence: If a contact doesn't have a warning, the system automatically checks its Parent Company.
- Blocking Support: Respects "Blocking Message" settings to prevent ticket creation for accounts on hold.
- Zero Configuration: Works out-of-the-box with standard Odoo partner warning settings.
- Split Replies to Invoiced Tickets: A reply to a closed, already-invoiced ticket is routed to a brand-new ticket instead of re-opening the old one, with an internal note linking the two.
- Per-Team & Grace-Aware: Each Helpdesk Team can toggle the behaviour and set a grace window (in days, measured from the invoice date) during which recent replies still append.
How It Works
When a technician selects a Customer or Contact on a Helpdesk Ticket, the module instantly scans the partner record. If a warning is found (either a Sale warning or an Invoice warning), a popup appears immediately. This ensures that Support never unknowingly provides service to a customer with a "Blocked" status or an outstanding balance.
For email routing: Odoo threads inbound email on the message headers, not the body, so a customer "starting a new request" from an old email still lands on the original ticket. When that ticket is closed and has been invoiced (and the invoice is older than the team's grace window), this module routes the reply into a new ticket and cross-links both for the team.