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Support

Help desk Eclosion IT

Report an incident or request a change. Your ticket goes straight to our Odoo help desk and we reply by email.

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    How it works

    Your ticket, straight into Odoo Helpdesk

    This form is connected through an API to our Odoo help desk. Here is what happens when you submit it:

    1. 1

      You submit the form

      It travels encrypted (HTTPS) to our server — never directly from your browser to Odoo.

    2. 2

      We validate

      We check the fields, each file’s real type by its content and its size, and filter automated submissions.

    3. 3

      We create the ticket

      Our server calls our connector in Odoo with a token stored in a secret manager, and the ticket is created in Helpdesk with your contact details and priority.

    4. 4

      We attach your files

      Each file is stored as an attachment linked to your ticket, visible to the consultant handling it.

    5. 5

      We confirm

      You get the ticket number and an email confirmation; the conversation continues there.

    The call to our Odoo connector

    POST /eclo/web/v1/ticket HTTP/1.1Host: <your-instance>.odoo.comAuthorization: Bearer <ODOO_CONNECTOR_TOKEN>Content-Type: application/json{  "name": "Ana Pérez",  "email": "ana@acme.co",  "company": "ACME S.A.S.",  "subject": "Invoice validation error",  "category": "DIAN e-invoicing",  "priority": "2",  "description": "When validating invoice FE-1042…",  "attachments": [{    "name": "error-screenshot.png",    "mimetype": "image/png",    "datas": "iVBORw0KGgoAAAANSUhEUgAA…"  }]}HTTP/1.1 201 Created{ "ok": true, "id": 1287, "ref": "00042" }# In Odoo: helpdesk.ticket #00042# team: Eclosion IT - Help desk# attachment in the chatter and customer portal
    POST /eclo/web/v1/contact HTTP/1.1Host: <your-instance>.odoo.comAuthorization: Bearer <ODOO_CONNECTOR_TOKEN>Content-Type: application/json{  "name": "Ana Pérez",  "email": "ana@acme.co",  "company": "ACME S.A.S.",  "service": "Odoo implementation",  "message": "We want to implement Odoo…"}HTTP/1.1 201 Created{ "ok": true, "id": 5310, "ref": null }# In Odoo: crm.lead #5310# tag "Sitio web" · source eclosionit.com

    FAQ

    About support

    Who can open tickets?

    Anyone can report a case. Response times depend on your company’s support agreement with Eclosion IT.

    How do I follow up on my ticket?

    We email you a confirmation with the ticket number; reply to that email to add information.

    Which files can I attach?

    Images (PNG, JPG, WEBP, GIF), PDF, TXT, CSV, Excel and Word; up to 3 files and 10 MB in total. We verify each file’s actual content.

    Are my files secure?

    They are sent encrypted, validated before being stored, and only the assigned support team can access them inside Odoo.

    See all frequently asked questions