Is it possible to start a new One App Free database just for that team? 

Unlimited Users with a single App (Helpdesk).

Hello Jeff,

Quick answer: Odoo doesn’t offer a built-in “light agent” license for free. Portal users are pretty limited, and for a proper agent experience with ticket management, you'll generally need internal users or a custom UI + integration.

Here are a few realistic options (with their pros and cons):

1. Buy Limited Internal User Licenses (Recommended, Simplest Option)

   Create a custom group with limited access, like a “Helpdesk Agent” group that only shows the helpdesk menus.

   Pros: Secure, fully supported, and all backend features available.

   Cons: License costs.

2. Build a Custom “Light Agent” Portal (Odoo.sh / On-Premise)

   Set up a custom portal page where portal accounts can view assigned tickets, add internal notes, change statuses, and upload attachments. You’ll also need to implement backend logic and record rules to restrict access.

   Pros: More cost-effective per seat (using portal accounts), great UX if done right.

   Cons: Requires development, and you’ll have to work around portal limitations (custom controllers / RPC).

3. Email-First Workflow (No Extra Logins)

   Set up a shared mailbox and incoming email rules. Agents can reply by email, and Odoo will create or update tickets automatically.

   Pros: No additional licenses required, low development cost.

   Cons: Less structured UI, harder to track/report.

4. Third-Party Lightweight Helpdesk + Odoo Sync

   Use a third-party SaaS for helpdesk management and sync tickets to Odoo for accounting and reporting.

   Pros: Quick to deploy with a UX built for agents.

   Cons: Requires integration work and may have subscription costs.

5. Community Modules

   There are community-developed modules and snippets to extend the portal’s helpdesk capabilities. They can save you some dev time but be careful—the quality can vary, so you’ll need to test them before fully committing.

Key things to keep in mind:

• Portal users can’t access backend menus, so you’ll need custom web controllers or frontend pages to give them agent-like functionality.

• Record rules and security need to be tight to prevent users from seeing tickets for other customers.

• Performance: While serving 20 portal users is fine, heavy custom JavaScript or inefficient queries could slow things down—so design wisely.

• SaaS (Odoo Online) has limitations for custom code, so you’ll need Odoo.sh or On-Premise for a full solution.

If it Help kindly Upvote.

Best Regards,

CandidRoot Solutions Pvt. Ltd.

Web: https://www.candidroot.com