Odoo's own Helpdesk is built for customer-support ticketing. A team that needs service management on top of that, with service levels, escalation and a knowledge base, otherwise runs a separate product beside Odoo, with its tickets in one system and the customer, contract, invoice and timesheet in another.

Macrohat Service Desk is being designed so that a ticket lives in the same database as the customer, the contract, the invoice, the project and the timesheet. The first release is scoped as the service desk itself, with an importer for tickets from an existing Odoo Helpdesk. Change management and a configuration database are planned as later phases.