Frappe Helpdesk

Frappe Helpdesk is a modern, comprehensive helpdesk solution built on the powerful Frappe framework. It provides organizations with the tools needed to deliver exceptional customer support through streamlined ticket management, automation capabilities, and an intuitive user interface that makes support operations more efficient and effective.

Key Features

• Modern Ticket Management:

  • Intuitive ticket creation and tracking
  • Automated ticket routing and assignment
  • Priority and status management
  • SLA tracking and enforcement
  • Escalation workflows
  • Bulk ticket operations

• Customer Self-Service:

  • Customer portal for ticket submission
  • Knowledge base integration
  • FAQ and documentation access
  • Ticket status tracking
  • Customer satisfaction surveys
  • Multi-language support

• Automation & Workflows:

  • Intelligent auto-assignment rules
  • Workflow automation
  • Response time tracking
  • Escalation management
  • Template responses
  • Business rule automation

• Multi-Channel Support:

  • Email ticket integration
  • Web portal submissions
  • API-based integrations
  • Social media channels
  • Chat integration
  • Phone support tracking

• Team Collaboration:

  • Agent assignment and routing
  • Internal notes and comments
  • Team performance tracking
  • Workload distribution
  • Collaboration tools
  • Knowledge sharing

• Analytics & Reporting:

  • Real-time dashboards
  • Performance metrics
  • SLA compliance reports
  • Customer satisfaction analytics
  • Agent productivity reports
  • Custom report builder

• Frappe Framework Benefits:

  • Built on robust Frappe platform
  • Seamless integration with ERPNext
  • Custom app development
  • Role-based permissions
  • Mobile-responsive design
  • Extensible architecture

Technical Specifications

• Framework: Frappe (Python)
• Database: MariaDB/MySQL
• Frontend: Modern web interface
• Deployment: Docker, Manual installation
• API: REST API
• License: AGPL-3.0
• Platforms: Linux, Docker

Use Cases

• Customer Support: Comprehensive customer service ticket management
• IT Helpdesk: Internal IT support and issue resolution
• Service Management: Service request tracking and fulfillment
• Bug Tracking: Software issue reporting and resolution
• Business Process: General business process automation
• Multi-department Support: Cross-functional support operations

Unique Advantages

• Frappe Ecosystem: Leverages the powerful Frappe framework and ecosystem
• Modern Interface: Clean, intuitive user experience
• Automation Focus: Strong emphasis on workflow automation
• Extensible: Highly customizable and extensible platform
• Integration Ready: Seamless integration with other Frappe apps
• Open Source: AGPL-3.0 licensed with active development

Based on the Frappe Helpdesk GitHub repository, this tool combines modern helpdesk functionality with the power and flexibility of the Frappe framework, making it an excellent choice for organizations already using Frappe/ERPNext or those seeking a modern, extensible helpdesk solution.