Frappe Helpdesk

Customer Service, Made Simple and Effective

Website - Documentation

Frappe Helpdesk

Frappe Helpdesk is an 100% open-source Ticket Management tool which helps you streamline your company's support, offers an easy setup, clean user interface, and automation tools to resolve customer queries efficiently.

Motivation

Managing issues from our customers was a big challenge for us. We were using the ERPNext support module which was not very good in UI and the UX was also not good. We wanted to have a tool that can be easily integrated with our existing system and can be customized as per our needs. So we decided to build a Helpdesk tool that can be easily integrated with our existing system and can be customized as per our needs.

Key Features

• Agent and Customer Portal Views: Dual portals for agents and customers to simplify issue submission and management.

• Customizable SLAs: Discover how you can set and track SLAs for better response times.

• Assignment Rules: Custom auto-assignment of tickets based on priority, issue type, or workload.

• Email Account Setup: Set up email accounts to automatically create tickets from incoming emails. Choose from various Mail providers like Frappe Mail, Gmail, Outlook, Sendgrid, Sparkpost, Yahoo, Yandex, etc.

• Canned Responses: Pre-written replies for common queries to ensure quick and consistent communication.

• Knowledge Base: Learn how to create and manage help articles to empower users and reduce tickets.

Under the Hood

• Frappe Framework: A full-stack web application framework written in Python and Javascript. The framework provides a robust foundation for building web applications, including a database abstraction layer, user authentication, and a REST API.

• Frappe UI: A Vue-based UI library, to provide a modern user interface. The Frappe UI library provides a variety of components that can be used to build single-page applications on top of the Frappe Framework.

Production Setup

Managed Hosting

You can try Frappe Cloud, a simple, user-friendly and sophisticated open-source platform to host Frappe applications with peace of mind.

It takes care of installation, setup, upgrades, monitoring, maintenance and support of your Frappe deployments. It is a fully featured developer platform with an ability to manage and control multiple Frappe deployments.

Self Hosting

Follow these steps to set up Frappe Helpdesk in production:

Step 1: Download the easy install script

wget https://frappe.io/easy-install.py

Step 2: Run the deployment command

python3 ./easy-install.py deploy \
    --project=helpdesk_prod_setup \
    --email=your_email.example.com \
    --image=ghcr.io/frappe/helpdesk \
    --version=stable \
    --app=helpdesk \
    --sitename subdomain.domain.tld

Replace the following parameters with your values:

• your_email.example.com: Your email address
• subdomain.domain.tld: Your domain name where Helpdesk will be hosted

The script will set up a production-ready instance of Frappe Helpdesk with all the necessary configurations in about 5 minutes.

Development Setup

Docker

You need Docker, docker-compose and git setup on your machine. Refer Docker documentation. After that, follow below steps:

Step 1: Setup folder and download the required files

mkdir frappe-helpdesk
cd frappe-helpdesk

# Download the docker-compose file
wget -O docker-compose.yml https://raw.githubusercontent.com/frappe/helpdesk/develop/docker/docker-compose.yml

# Download the setup script
wget -O init.sh https://raw.githubusercontent.com/frappe/helpdesk/develop/docker/init.sh

Step 2: Run the container and daemonize it

docker compose up -d

Step 3: The site http://helpdesk.localhost:8000/helpdesk should now be available. The default credentials are:

• Username: Administrator
• Password: admin

Local

To setup the repository locally follow the steps mentioned below:

1. Install bench and setup a frappe-bench directory by following the Installation Steps
2. Start the server by running bench start
3. In a separate terminal window, create a new site by running bench new-site helpdesk.test
4. Map your site to localhost with the command bench --site helpdesk.test add-to-hosts
5. Get the Helpdesk app. Run bench get-app https://github.com/frappe/helpdesk
6. Run bench --site helpdesk.test install-app helpdesk.
7. Now open the URL http://helpdesk.test:8000/helpdesk in your browser, you should see the app running

Learn and connect

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• Discuss Forum
• Documentation
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