Migrate your Odoo Help Desk data

Tickets are the core helpdesk object in Odoo. We map ticket fields including subject, description, stage, priority, assignee, partner (customer), team, tags, and creation dates via XML-RPC. Standard fields migrate cleanly; custom Studio fields require separate mapping via ir.model.fields.

Teams are configuration records that hold pipeline settings, member assignments, and alias emails. We export team definitions and link them to tickets by team_id. Teams reference the res.company model, so multi-company Odoo setups need company scoping during export.

Team membership is a many2many link between res.users and helpdesk.team. We resolve the user records and map them to the destination's agent or assignee model. Name collisions on users across systems require explicit disambiguation.

SLA policies define response and resolution deadlines tied to ticket priority or team. We export SLA definitions as custom records and map them to the destination SLA model, noting that destination SLA engines often use different calendar and threshold logic.

Tags are ir.records linked to helpdesk.ticket via a many2many field. They are plain string labels stored in a shared tag pool. We export tag names and link them back to migrated tickets, preserving the tag vocabulary.

Odoo Help Desk includes a rating/subrating system tied to ticket resolution. Ratings reference res.partner (customer) and res.users (rater). We map ratings as linked records; destination systems without a rating model are flagged so the customer can decide whether to import them as ticket notes.

Ticket conversations live in the mail.message and mail.tracking.value models and reference res.partner for message authors. Large message threads can cause export timeouts in Odoo; we batch-fetch messages per ticket in chunks of 500 to avoid database worker limits.

Attachments on tickets are stored in ir.attachment linked by res_model and res_id. We export file binaries via /web/binary/base64 and map them to the destination's attachment model. Large binary blobs or PDFs over 10MB are flagged for chunked transfer.

Helpdesk tickets reference res.partner records as the customer. partner is a shared Odoo model used across CRM, Sales, and Accounting, so migration scoping must clarify whether only helpdesk-referenced partners are in scope or the full partner pool. Email, phone, address, and custom partner fields are mapped.

Custom fields on helpdesk.ticket are registered in ir.model.fields with state='manual'. We detect these during schema discovery and export them as explicit column mappings rather than relying on standard field detection. Studio-defined fields may have prefixed technical names (x_studio_*) that need renaming at the destination.

Stages are records in helpdesk.stage scoped to a team_id. We export stage names, sequence order, is_close flags, and fold status. Stage-to-stage mapping at the destination is configurable since destination CRMs define stages differently.

Agent assignment in helpdesk.ticket maps to res.users. We export user login, name, and active status. Inactive users are included in the export so historical assignment records remain intact, but active/inactive status is preserved at migration.