Helpdesk, Field Service & RMA Flow

How Wygwam handles customer issues in Odoo, from ticket to on-site intervention or return.

1. Ticket intake

Customers reach the helpdesk by e-mail or the portal. Every message becomes a helpdesk ticket on the team of the relevant country. SLA policies track first response and resolution time.

2. Triage

The helpdesk agent decides the follow-up path:

• Remote fix — answered directly from the ticket.
• Field Service — an FSM task is created for an on-site intervention; the technician plans the visit, registers time and used materials on the task.
• Return (RMA) — a return order is created; the product comes back for inspection, repair or credit.

3. Repair or credit

Returned goods go through quality inspection. Depending on the outcome a repair order is started or a credit note is issued from the return.

4. Closing

The ticket is closed once the intervention, repair or credit is completed. Customer satisfaction is measured via the rating request on ticket closure.