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.
Configuration Best Practices to Prevent Duplications
To prevent duplicate tickets, follow these best practices:
Verify that help desk teams have unique 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 optimize 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
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
Be prepared to share information about your current integration settings and configuration
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.