Introduction

The support team helps clients leverage ERPNext and other Frappe apps to improve their business. We use Frappe Helpdesk to provide support to our customers. Customers raise an issue or ticket with us and we communicate with them through this issue/ticket.

What is an Issue/Ticket?

An Issue or ticket is a request from clients for help. Clients may have simple how-to questions or may want to report a bug that is preventing them from using the system effectively.

An issue contains the following details.

• Subject: Brief one-line summary of the issue. This is provided by the client.
• Description: A detailed description of the issue being faced. This is provided by the client.
• Attachments: Clients may attach screenshots, files, etc. to further explain their issue.
• App: To specify whether the issue is in ERPNext, Frappe Framework, HRMS, or Frappe Cloud.
• Customer: Name of the customer. This is fetched by the system automatically.
• Site name: To indicate which site this issue is occurring in. In case there's an issue with hosting or FC in general and not related to a particular site, then the customer can leave this blank.

How issues are logged in the system?

• Clients report issues via the Support Portal.
• Clients can also report issues by sending an email to support@erpnext.com. However, this is discouraged.
• If a client calls or sends an email to a specific team member's email id, then the issue is manually created by the recipient in the support portal.

What happens once an issue is reported?

• The issue is automatically assigned to a member of the 'L1 (Level 1)' team. An 'Assignment Rule' has been configured which automates this.
• The Service Level Agreement (SLA) clock starts ticking.

What is the process followed to handle an issue?

1. Classify - Issues are classified so that the right team is assigned for further assessment and resolution.
2. Assign - Issues are assigned to the right team automatically as per the assignment rule.
3. Resolve - Resolution is provided by pointing to the right resource or by providing a fix.
4. Communicate - The client is informed about the resolution and the issue is marked as 'Resolved'.

The L1 team will first classify the issue. Once an issue is classified, it is automatically reassigned to the appropriate team. There are four teams, L1, L2 ERPNext, L2 Frappe Framework, L2 India Compliance, and FC.