Odoo

Escalate conversations by opening a ticket in Odoo Helpdesk.

Overview

Connect Odoo and your agent can hand a conversation to your human team by opening a ticket in Odoo. The ticket includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.

What you can do

Let the agent handle routine questions on its own, and hand off to Odoo the moment a case needs a person, with the context already on the ticket.

Zetra's own Helpdesk comes first

Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Odoo is ever unreachable. If you connect several helpdesks, each one gets its own ticket.

Before you start

A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
An Odoo database with the Helpdesk app installed (Odoo Enterprise or Odoo.sh).
Your Odoo URL, database name, username (usually your login email) and an API key; see Find your Odoo API key.
A Standard plan or above. See pricing.

How to connect Odoo

Open the Odoo integration
Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the Odoo card. A window opens.
Enter your Odoo details
In the Odoo Integration window, fill in your Odoo URL (for example https://yourcompany.odoo.com), database name, username and API key, then click Submit. Zetra signs in to your Odoo and checks it can create Helpdesk tickets before saving.
Add the Escalations action
1. Open your agent and click Build → Actions.
2. Click Create action, open Escalations and choose Create ticket.
3. Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.
When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Odoo Helpdesk and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.

Find your Odoo API key

In Odoo, click your avatar (top right) and choose My Profile (or Preferences).
Open the Account Security tab and click New API Key.
Give it a name such as "Zetra", confirm your password and copy the key. Odoo shows it only once.

Your database name is usually the first part of your Odoo address (for yourcompany.odoo.com it's often yourcompany). You can also see it under Settings → Activate the developer mode, then the database menu.

Check it works

In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new ticket should appear in Odoo Helpdesk within a few seconds, with a summary of the issue.

Troubleshooting

“There's no database named … on this Odoo”

Possible cause: the database name differs from your address.

Solution: Check the exact name in Odoo (see above). Names are case-sensitive.

“Odoo rejected this username and API key”

Possible cause: the username isn't the login of the user who owns the key, or the key was revoked.

Solution: Use the login email of the user who created the key, or create a new key.

“Odoo's Helpdesk app isn't installed on this database”

Possible cause: Helpdesk (an Odoo Enterprise app) isn't installed.

Solution: Install Helpdesk from the Apps menu, then connect again.

Managing the connection

Click Manage on the Odoo card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Odoo; tickets already created stay in Odoo.

Next steps

Escalations action →Fine-tune when your agent escalates and what it asks the customer first.Helpdesk inbox →Every escalation also lands in Zetra's own Helpdesk, with statuses and teams.

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