Need a helping hand?
Deux façons d'obtenir de l'aide, et tout ce qu'il faut savoir pour bien nous écrire.
Soumettre un billet à Odoo
En tant qu'abonné Odoo, vous avez accès à un support gratuit directement auprès d'Odoo. Pour les bogues, erreurs de plateforme ou questions sur les fonctionnalités standard, c'est le meilleur premier réflexe.
Ouvrir un billet avec e3k
Pour les ajustements fonctionnels, les améliorations de processus, l'aide à la configuration ou toute question liée à votre environnement spécifique, notre équipe est là pour vous.
Notre politique & FAQ
Délais de réponse, interventions couvertes, heures de support et conseils pour rédiger un bon billet. Tout ce que vous devez savoir avant de nous écrire.
Odoo support ticket
Frequently asked questions
Describe the screen in question, the actions taken, the expected result, the actual result, the environment (test or production), and include 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 depending on the priority and impact of the request. We generally respond within 3 hours for standard requests, and more quickly for critical incidents.
Please feel free to write URGENT in the subject of your email or ticket if your environment is no longer accessible or if all your operations are blocked.
Our support is available Monday to Friday from 8:30 AM to 5:00 PM. A different person from the team is assigned to handle incoming requests for each half-day of the week, to ensure proper scheduling of our analysts and a quick response for our clients.
If you need support outside our regular processing hours, it is possible to arrange a special agreement. We would be happy to discuss this with you.
We intervene remotely when reproducing the problem requires direct access to your environment or to perform certain technical fixes.
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 a ticket number
❌ One word only: "Inventory", "Billed Bug"
✔ What to do:describe the screen, the action, the expected result, the actual result, 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 actual impact (billing blocked, production stopped, order pending, etc.).
❌ Mixing bug, development request, and training question
❌ Using an existing ticket for a different subject
✔ To do:one ticket per subject to facilitate prioritization and assignment.
❌ "The report shows nothing" without indicating what was clicked
❌ "The inventory crashes" without specifying the scenario
✔ To do:always indicate: Screen → 2) Action → 3) Expected result → 4) Actual result.
❌ Cropped screenshots that do not show the URL, module, or error
❌ Screenshots taken with a blurry phone
❌ Capture without context (no action before, none after)
✔ To do:provide a complete capture including the URL + error message.