helpdesk

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 Frappe Helpdesk.

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.

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

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

View Screenshots

_{Agent List View}

_{Upload articles and let your customer solve their queries through the Knowledge Base.}

_{With advanced search, your customers will be recommended relevant articles regarding their issue.}

Under the Hood

• Frappe Framework: A full-stack web application framework written in Python and Javascript.

• Frappe UI: A Vue-based UI library, to provide a modern user interface.

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 Telephony app. Run bench get-app https://github.com/frappe/telephony
6. Get the Helpdesk app. Run bench get-app https://github.com/frappe/helpdesk
7. Run bench --site helpdesk.test install-app helpdesk.
8. Run bench build --app helpdesk
9. Now open the URL http://helpdesk.test:8000/helpdesk in your browser, you should see the app running

For Frontend Development

1. Open a new terminal session and cd into frappe-bench/apps/helpdesk/desk, and run the following commands:

   yarn install
   yarn dev or yarn dev --host helpdesk.test
   

2. Now, you can access the site on vite dev server at http://helpdesk.test:8080

Note: You’ll find all the code related to Helpdesk’s frontend inside frappe-bench/apps/helpdesk/desk

Compatibility matrix

Helpdesk Branch	Compatible Frappe Framework Version
main	version-15
main	version-16
develop	develop branch

Learn and connect

• Telegram Public Group
• Discuss Forum
• Documentation

Contributing

1. Issue Guidelines
2. Report Security Vulnerabilities
3. Pull Request Requirements
4. Translations