Case Study: Social Media Access Rights & Helpdesk Integration in Odoo ERP

Case Study: Social Media Access Rights & Helpdesk Integration in Odoo ERP

Writer: Tekgenio Writer

Header: Giammarco Boscaro via Unsplash

Client Requirements

The client required a structured access control system for social media management within Odoo, ensuring that different user roles have appropriate permissions. Additionally, they wanted social media interactions (comments, messages) to integrate with the Helpdesk module for efficient customer service handling.

Challenges & Key Considerations

• User Role Segmentation: Different access levels must be assigned to users based on their responsibilities.
• Helpdesk Integration: Social media messages and comments must create Helpdesk tickets for better issue tracking.
• Custom Button for Ticket Creation: Implement a "Create Ticket" button at the comment level for manually converting comments into Helpdesk tickets.
• Automated Ticket Creation via Bot: Explore the possibility of automating ticket creation and response management through an integrated bot.
• Separation of Social Marketing & Customer Service: Ensure that social media marketing teams and customer service teams have clearly defined, non-overlapping roles.

Solution Implemented

• 1. 1. Access Rights Configuration
  To ensure structured permissions, we created three distinct user roles in Odoo’s Social Marketing app:

  Role	Permissions
  Superadmin	Full access to all social media features (Administration)
  Content Creation & Social Media	Can create ads, campaigns, new posts, and respond to comments
  Customer Service	Can only respond to social media posts but cannot create new posts or campaigns

• 2.Helpdesk Ticket Creation from Social Media Posts:
  • Social media messages and comments from Facebook, Twitter, etc., now create Helpdesk tickets automatically.
  • Agents can respond directly from the Helpdesk, and the replies are posted back to the respective social media account.
  • A "Create Ticket" button was introduced at the comment level, allowing users to manually convert a comment into a Helpdesk ticket when needed.
• 3.Separation of Social Marketing & Customer Service:
  • Social Marketing teams manage campaigns, content, and new post creation.
  • Customer Service teams respond to customer inquiries via social media but do not have post-creation access.
  • Social customer service agents access all posts and comments from the Social Marketing app but do not manage campaigns.
• 4. Automation via Bot for Ticket Creation & Response Handling:
  • Analyzed the feasibility of using an automated bot to pull social media interactions (comments, messages) into Helpdesk.
  • Push Helpdesk responses back to the original social media platform.
  • Since customer service posts/messages do not automatically go into the Helpdesk, customer staff can manually check the Social Marketing app for new posts/comments and respond directly.

Results & Benefits

• Structured Role-Based Access: Prevents unauthorized users from posting or running campaigns.
• Efficient Customer Service Management: Agents respond to customer queries from Helpdesk while ensuring social interactions are tracked.
• Better Social Engagement Tracking: Manual and automated ticket creation ensures no customer query is missed.
• Seamless Social Media & Helpdesk Integration: Responses posted from Odoo are directly reflected on social media platforms.