Every customer issue from WhatsApp, email, chat and forms in one queue, with SLAs measured and refunds posted to accounting.
Saudi brands run customer support from one WhatsApp Business phone and a shared inbox, so nobody can say how many issues are open, who owns them, or whether a refund promised to a customer ever reached accounting, while the Ministry of Commerce and Maroof give customers an easy escalation path. Odoo Helpdesk collects issues from every channel into tickets with an owner, stage and deadline, measures SLAs, and lets a ticket raise a refund, return, repair or field visit, with the order history from your Salla store synced to Odoo on the same screen.
Agents work in Arabic and English, and tickets can be routed by the customer's language so an Arabic WhatsApp message reaches an Arabic-speaking agent. WhatsApp conversations become tickets on the customer record through the Odoo connector, and refunds raised from a ticket post as ZATCA compliant credit notes in Accounting. Customer conversations stay under access and retention rules that help with PDPL, and Naqlah, an Odoo Gold Partner in Saudi Arabia, configures the channels and SLAs around your support hours, including Ramadan nights and Fridays.
WhatsApp is the queue
WhatsApp chats become tickets with the full conversation history on the customer record. Agents reply from Odoo, and the customer still receives it on WhatsApp.
Consumer law timelines
Return and refund flows are tracked against the 7-day withdrawal right and the delivery promise set by the E-Commerce Law, so a request does not sit unanswered until the customer calls 1900 or files on Maroof.
Refunds in the ledger
A refund approved on the ticket becomes a credit note in Accounting, linked to the original invoice. Finance sees every refund and its reason without a separate Excel sheet.
1. The message becomes a ticket
The customer writes on WhatsApp, email or the website form, and a ticket is created on their customer record with the SLA clock started and the right team assigned.
2. The agent sees the order and shipment
The order from Salla, Zid or the Odoo website and its delivery status with Aramex, SMSA or Naqel are visible from the ticket, so the agent answers without asking the customer for an order number.
3. The fix is raised from the ticket
The agent creates a redelivery, a return in Odoo Inventory, a repair order, or a refund credit note, directly from the ticket, and the customer is updated on the same channel.
4. The ticket closes and is rated
The ticket closes, the customer rates the experience, and the SLA and channel reports update so management sees where support is slow, as covered on our integrations page.
Timelines depend on the channels and actions in scope, and Naqlah gives you a clear roadmap in the first consultation.
| Area | Before | With Odoo via Naqlah |
|---|---|---|
| Channels | One phone, one inbox, Instagram DMs | One queue for WhatsApp, email, chat and forms |
| Ownership | Whoever replies first | Assigned agent with stage and deadline |
| SLA | Unmeasured, argued about in reviews | Policies per team and priority with reports |
| Refunds | Excel list sent to accounting at month end | Credit note raised from the ticket |
| Knowledge | In the heads of two senior agents | Bilingual articles and canned replies |
| Customer view | None, customers call to ask for status | Portal and ratings |
Everything else, we cover in a free 30-minute consultation.
Free consultation. Meet the team and get a clear roadmap in one call.
.svg)
