Understanding Ringover-Odoo Ticket Creation Workflow
The Ringover and Odoo integration is designed to automatically generate tickets for various call events, including answered calls, missed calls, and voicemail messages. When a call is received, the system creates a ticket in Odoo, even if there's an existing ticket for the same client. This integration offers two main configuration options:
- Automatic ticket creation: Tickets are generated automatically for all call events and directed to a specific pipeline.
- Manual ticket creation using tags: You can set up tags that trigger ticket generation. Different tags can be created for various services like support or accounting.
For missed calls, you may need to manually add a tag to create a ticket in the manual configuration.
Common Causes of Duplicate Tickets
Duplicate tickets can occur due to several configuration issues:
- Duplicate user accounts in the CRM
- Multiple team or service tags associated with different help desk teams
- Duplicate team names in Odoo (e.g., multiple teams with the same name like 'Atención al cliente')
- Shared tags across different service pipelines
- Misconfigured ticket creation settings that trigger ticket generation for different objects (contacts, opportunities, etc.)
Configuration Best Practices to Prevent Duplications
To prevent duplicate tickets, follow these best practices:
- Ensure only one user account is active for each team member
- Verify that help desk teams have unique and non-duplicated configurations
- Ensure each team in Odoo has a unique name
- Check that tags are not being used across multiple services
- Check that ticket creation is set to generate tickets for only one specific object type
- Review your CRM and Ringover integration settings
- Adjust integration parameters to optimise your specific setup
Step-by-Step Troubleshooting Guide
If you're experiencing issues with ticket creation or duplications, follow these steps:
- Review your help desk team configurations
- Verify that service tags are uniquely assigned to specific teams
- Verify that all necessary configuration settings are correctly enabled, particularly the 'Mobile' field in your Odoo CRM
- Ensure you have the latest version of the Ringover integration application
- Check user permissions and access rights in both Ringover and Odoo
- Verify that inbound calls are properly configured to generate tickets
- Ensure the correct pipeline is configured in the ticket section of the integration settings
- Consider restarting the integration by clicking 'Update Integration' in the Ringover dashboard
Troubleshooting Call Log Syncing Issues
If call logs are not syncing correctly after integration:
- Check that phone numbers are consistent across contacts
- Verify that the correct email is used in the integration setup
- Be aware that calls may initially log to legacy contacts or multiple contacts with the same number
- Contact support if calls are not logging to the intended contact or team members
Advanced Diagnostics and Contacting Ringover Support
If issues persist after following the troubleshooting steps:
- Contact Ringover support with specific call IDs to help diagnose the problem
- Provide screenshots of any duplicate tickets
- Share details about your current team and tag configurations in Odoo
- Describe the exact error or unexpected behavior you're experiencing
- Mention any recent changes made to either Ringover or Odoo configurations
- Provide detailed information about which specific features are not working correctly (e.g., automatic lead creation)
- Be prepared to share information about your current integration settings and configuration
- For Odoo-specific CRM configuration assistance, contact Odoo support as they can provide more detailed guidance on your specific setup
By following these guidelines and best practices, you can effectively manage and prevent duplicate tickets in your Ringover-Odoo integration, ensuring a smoother workflow for your help desk and support teams.