odoo-addon-crm-lead-to-ticket 16.0.1.0.0

Create Helpdesk Tickets from CRM Lead email replies

This module automatically creates helpdesk tickets when emails are received in reply to CRM leads and are addressed to helpdesk-related email addresses.

Use Case:

1. Odoo sends an automatic email from a crm.lead record

2. A user responds to this email, addressing it to a helpdesk email (e.g., [e-mail])

3. Odoo routes the email to the corresponding crm.lead record

4. This module also creates a helpdesk ticket with the same email message

This allows you to centralize communication through helpdesk tickets while maintaining the CRM lead workflow. The email is linked to both the original lead AND a new ticket.

Important Note:

This module depends on and is compatible with helpdesk_ticket_to_lead. It includes circular reference prevention to avoid infinite loops:

• If a lead was originally created from a ticket, email replies to that lead will NOT create another ticket

• If a lead already has an associated ticket, duplicate tickets will not be created

• Both modules can be safely installed together

Unified Ticket Relationship:

Both modules use the same crm_lead_id field on tickets. The lead’s “Related Tickets” smart button shows ALL tickets:

• The original ticket converted to the lead (via helpdesk_ticket_to_lead)

• Any tickets created from email replies (via this module)

This provides a single, clear view of all ticket-lead relationships.

Table of contents

• Dependencies

• Configuration

• Usage

• Known issues / Roadmap

• Bug Tracker

• Credits

  • Authors

  • Contributors

  • Maintainer

Dependencies

This module requires:

• helpdesk_ticket_to_lead: Provides the base field linking tickets to leads

• helpdesk_mgmt: Core helpdesk functionality

Both modules work together seamlessly to support bidirectional conversion between tickets and leads.

Configuration

Automatic Configuration:

The module automatically detects target email addresses from:

1. Helpdesk Team Aliases: Email addresses configured in Settings > Helpdesk > Teams > Alias

2. Helpdesk Team Default From: Addresses set in team’s default_team_from_value field

3. Fetchmail Servers: Any incoming mail server configured to create helpdesk tickets

No manual configuration is required! The module intelligently discovers all helpdesk-related email addresses.

Usage

Once installed, the module works automatically:

1. When an email is received that routes to a CRM lead

2. And the email’s To:, Delivered-To:, or CC: contains a helpdesk email address

3. A helpdesk ticket is automatically created with:

   • Name: “From CRM: [Lead Name]”

   • Partner and description from the lead

   • The same email message posted to the ticket

   • A link between the lead and ticket

Viewing Related Records:

• From a CRM Lead: Click the “Tickets” smart button to see all related tickets

• From a Helpdesk Ticket: Click the “CRM Lead” smart button (if ticket was created from a lead)

Example Workflow:

1. CRM user sends a quote email from a lead with Reply-To: [e-mail]

2. Customer replies asking a technical question

3. Email is routed to the lead (CRM tracks the conversation)

4. Module detects [e-mail] in the email headers

5. A helpdesk ticket is created automatically with the customer’s question

6. Support team can handle the technical question in the ticket

7. CRM and Support teams both have visibility through linked records

Known issues / Roadmap

• Tickets are created without a specific user_id - relies on team assignment rules

• Consider adding option to automatically assign ticket based on lead’s salesperson

• Future enhancement: Configurable rules per CRM team

• Future enhancement: Option to NOT post message to lead (only to ticket)

Bug Tracker

Bugs are tracked on GitLab Issues.

In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us by providing detailed and welcomed feedback.

Credits

Authors

• Som It Cooperatiu SCCL

• Som Connexió SCCL

Contributors

• Som It Cooperatiu SCCL

Maintainer

This module is maintained by Som It Cooperatiu SCCL and Som Connexió SCCL.