# Odoo support and help desk

URL: https://www.eclosionit.com/en/support

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

- Odoo — how-to · Odoo — technical error · DIAN e-invoicing · Electronic payroll · Integrations & APIs · Custom development · Access & users · Other

- Up to 3 files · 10 MB total · images, PDF, TXT, CSV, Excel or Word

### Your ticket, straight into Odoo Helpdesk

1. **You submit the form:** It travels encrypted (HTTPS) to our server — never directly from your browser to Odoo.
2. **We validate:** We check the fields, each file’s real type by its content and its size, and filter automated submissions.
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. **We attach your files:** Each file is stored as an attachment linked to your ticket, visible to the consultant handling it.
5. **We confirm:** You get the ticket number and an email confirmation; the conversation continues there.

### 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.