You can add a Simplesat survey to your Odoo Helpdesk and Odoo Sales email templates without connecting Odoo. The survey link carries only the ticket or order ID. Connect Odoo and Simplesat adds the rest to each response: the ticket or order details and, for helpdesk tickets, the customer and the agent.

What the Odoo integrations do

Once Odoo is connected, the Odoo page in Simplesat lists its integrations under Ticket integrations. You switch each one on separately with Activate integration.

Integration	What it does	Where it shows
Pull ticket details	Adds the helpdesk ticket's subject and priority, its customer and its assigned user to the response	The response, in Simplesat
Pull order details	Adds the sales order's name and type, and its salesperson, to the response	The response, in Simplesat

They run only on surveys connected to Odoo. A survey is connected when its delivery method is External email embed with the Odoo Helpdesk or Odoo Sales option, or when it's an Event-based or Web-embed survey with Connected service set to Odoo.

Heads up: Both options connect a survey to the same Odoo page, so both integrations run on both kinds of survey unless you limit them, and each one can then pull details from the wrong record.

Neither integration writes anything to Odoo, so ratings don't show up on your Odoo tickets or orders.

Note: If we've changed one of your Odoo integrations for you, it can work differently from what's described here. Contact us to check what yours does.

Before you start

The Odoo integrations are available on every Simplesat plan.
To connect Odoo and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.
Simplesat connects through Odoo's external API, which Odoo includes in its Custom plan, not in One App Free or Standard. Odoo Online and self-hosted Odoo can both connect.
You connect with an Odoo user's login and password, and the integrations then act as that user. Pick someone who will keep their Odoo access and who can read helpdesk tickets, sales orders and users.

On Odoo Online, users don't have a password of their own, so the user you connect with needs one of these:

A password. Set one in Odoo under Settings → Users & Companies → Users → Action → Change Password.
An API key, entered in place of the password. The user creates it under My Profile → Account Security → New API Key. Odoo shows the key only once, so copy it right away.

To check what a connected tool can read and write, see Integration security, permissions and data flow.

Connect Odoo

On the Integrations page, open Odoo.
Click Authenticate.
Fill in the fields:

Field	What to enter	Example
URL	Your Odoo address with `https://`, without a `/` at the end. Include the port if your server needs one.	`https://acme.odoo.com`
Database	Your Odoo database. On Odoo Online, it's your instance's name.	`acme`
Username	The Odoo user's login	`[email protected]`
Password	The user's password or API key

Click Authenticate.
When the page shows Authenticated with Odoo, click Activate integration on each integration you want. Then set When should this integration run? so Pull ticket details runs on your Odoo Helpdesk surveys and Pull order details runs on your Odoo Sales surveys.

Before you rely on an integration, test it with a real ticket or order by following Testing an integration end to end.

Send surveys in Odoo emails

The survey goes out with the email template you add it to, such as the one sent when a ticket is solved.

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Odoo Helpdesk for helpdesk tickets or Odoo Sales for sales orders.
On Publish, click Generate embed code.
Choose Link and click Copy survey.
In Odoo, turn on developer mode, which you need for the code view.
Go to Settings → Technical → Email → Email Templates and open the template that should carry the survey.
Select some text, click </> to open the code view, and paste the survey link where you want it to appear, as text in the body. Don't use it as the address of a link or a button, because Odoo doesn't fill in the ticket or order ID there.
Switch back from the code view and click Save.

The link includes the Odoo placeholder <t t-out='object.id'></t>, which Odoo replaces with the ticket or order ID when it sends the email.

To test it, create a ticket with yourself as the customer, set it to solved, then open the survey link in the email and pick a rating.

There's more on placeholders in Placeholders and merge fields, and on the other ways to send surveys in Choosing a survey delivery method.

Ticket and order details in Simplesat

Both integrations run as soon as a response arrives, then again whenever it changes. Each run replaces the ticket fields and team members the response had before.

For the bigger picture of how Simplesat links feedback to tickets, customers and agents, read Attribution: linking feedback to tickets, customers and agents.

Pull ticket details

This integration finds the helpdesk ticket that matches the response's ticket ID, then adds to the response:

The ticket's title, as the ticket subject
Its priority, as the ticket field priority
The ticket's customer, with their name, email and Odoo ID, and their company
The user the ticket is assigned to, as the team member with the role Assigned to, including their name, email and Odoo user ID

Pull order details

This integration finds the sales order that matches the response's ticket ID, then adds to the response:

The order's name, as the ticket subject
The order's type, as the ticket field type
The order's salesperson, with their name, email, Odoo user ID and company

Heads up: Currently, the salesperson goes in as the response's customer, not the customer who placed the order.

Change the Odoo user or database

Reconnect to switch to a different Odoo user or to move to another database or server. You also need to reconnect if the user's password or API key changes, or if they lose access. When that happens the integrations stop, even though the page still shows Authenticated with Odoo.

Note which integrations are switched on.
Click Revoke access.
Click Authenticate and enter the new details.
Click Activate integration on each integration you use.

Connecting again doesn't switch any integration back on. Their settings are kept, and the survey links in your Odoo templates keep working.

Troubleshooting

My Odoo responses don't show the customer or the agent

The survey link carries only the ticket or order ID. The customer and the agent come from Pull ticket details or Pull order details, so connect Odoo and switch on the one that matches the survey.

If it's on and details are still missing, check that the response's ticket ID is the Odoo ticket or order ID, which is a number. Anything else, such as a reference with letters in it, means the integrations can't find the record. That happens when the link in your template uses another Odoo field instead of object.id, or when it's the address of a link or a button. Paste the survey link in again as text in the body, exactly as Simplesat gives it.

I can't connect Odoo

Check that:

Your Odoo plan includes the external API. Odoo offers it on the Custom plan.
The URL starts with https:// and has no / at the end.
On Odoo Online, the user has a password set in Odoo, or you've entered an API key in the Password field.

If it still fails, contact us.

My Sales survey responses show our salesperson as the customer

Currently, Pull order details fills in the response's customer with the order's salesperson, not the customer who placed the order.

My responses show details from the wrong ticket or order

Both integrations run on Odoo Helpdesk and Odoo Sales surveys unless you limit them, so a Sales response can pick up the helpdesk ticket that has its order's number. On the Odoo page, set When should this integration run? so Pull ticket details runs only on your Odoo Helpdesk surveys and Pull order details only on your Odoo Sales surveys.

My Odoo integrations stopped working, but the page still says Authenticated

Simplesat doesn't check the connection after you connect. If the user's password or API key changed, or the user lost access, the integrations fail while the page still reads Authenticated with Odoo. Note which integrations are on, click Revoke access, then Authenticate, then Activate integration on each one you use.

If the page shows a message you don't recognize, look it up in Integration error messages and what they mean.

FAQ

Can Simplesat add ratings to my Odoo tickets?

Currently, no. The Odoo integrations bring ticket and order details into Simplesat and write nothing to Odoo.

Do I need to connect Odoo to send surveys?

No. A survey link in an Odoo email template works without a connection, but each response then has only its ticket or order ID. Connect Odoo to add the ticket or order details and, for helpdesk tickets, the customer and the agent.

Does Simplesat work with self-hosted Odoo?

Yes. Enter your server's address in URL, with the port if it needs one, along with your database name.