Need a helping hand?
Our team is ready to assist you with your Odoo challenges: technical issues, functional adjustments, questions about your website, or improvements to your workflow. Describe your situation to us, and we will quickly find the ideal solution.
Questions about our operations?
To learn more about our services and the handling of support requests, please refer to our technical support policy. There you will find information on response times, covered interventions, and tips for optimal support.
Odoo Support Ticket
Frequently Asked Questions
Describe the issue in question, the actions taken, the expected result, the actual result, the environment (test or production), and add screenshots or error messages.
You can check your client portal to see updates, assignments, and comments from our experts.
Yes. Responses to this email will be automatically added to the existing ticket, including your attachments.
Our response times vary based on the priority and impact of the request. We generally respond within a reasonable timeframe for standard requests, and more quickly for critical incidents.
Our support is available according to the days and hours described in your agreement. Holidays may affect processing times.
We intervene remotely when reproducing the problem requires direct access to your environment or to make certain technical corrections.
Incidents, usage questions, minor adjustment requests, light automations, or quick training.
According to your contract, certain interventions may be included while others are billed by the hour or at a flat rate.
Messages to avoid
❌ "It doesn't work"
❌ "The system is down" without specifying the screen or action
❌ "Same problem as last time" without ticket number
❌ One word only: "Inventory", "Billed with errors"
✔ What to do: describe the screen, the action, the expected result, the actual result, and attach a screenshot.
❌ No environment (test/production)
❌ No module or feature
❌ No clarity on the scope of the problem (one user or all?)
✔ To do: always indicate module, environment, impact, priority, and reproduction conditions.
❌ URGENT!!! without specifying the impact
❌ Maximum priority for a minor request
✔ To do: explain the real impact (billing blocked, production stopped, orders pending, etc.).
❌ Mixing bug, development request, and training question
❌ Use an existing ticket for a different subject
✔ To do: one ticket per topic to facilitate prioritization and assignment.
❌ "The report displays nothing" without indicating what was clicked
❌ "The plant inventory" without specifying the scenario
✔ To do: always indicate: Screen → 2) Action → 3) Expected result → 4) Actual result.
❌ Truncated captures that do not show the URL, the module, or the error
❌ Blurry screenshots taken with a phone
❌ Capture without context (no action before, no action after)
✔ To do: provide a complete screenshot including the URL + error message.