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Helpdesk
Customization & Controls
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Customization & Controls
Every support team works a little differently. In Frappe Helpdesk you can add your own ticket fields, decide what customers fill in, choose who can do what and let routine work run on its own, all from Settings.
And because Helpdesk is open source, you can go further with your own scripts or app when you need to.
1.
Add the fields you need
2.
Choose what customers fill in
3.
Show only the options that fit
4.
Decide who can do what
5.
Let routine work run itself
6.
Make it look like your company
7.
Add your own buttons with form scripts
Add the fields you need
Add your own fields to tickets. Here we added two: Product and Feature, so every ticket says which part of the product it’s about. They show up under More Details on each ticket, each with its own list of options, and you can filter the ticket list by them.
You add fields from Customize Form, the same way as anywhere else in Frappe, so there’s no code to write.
Choose what customers fill in
The ticket template decides which fields customers see when they raise a ticket. For each field you choose whether it’s required, whether customers see it or only agents do, and whether customers can still change it after the ticket is created.
Show only the options that fit
Field dependencies link two fields. Here, picking a product means the Feature field only lists that product’s features. You can also choose when the second field shows up and when it’s required.
You set it up once in Settings, and the ticket form follows it right away.
Decide who can do what
Everyone on your team is an agent or a manager, and you can change that from Settings in a click.
Turn on Restrict tickets by team, and agents only see and work on their own team’s tickets.
Let routine work run itself
Close tickets on their own when they’ve been waiting on the customer for a few days, and show customers a notice when they write in outside your working hours.
Helpdesk also sends the usual emails for you: an acknowledgement when a ticket comes in, an alert to agents when the customer replies, and a feedback request once it’s resolved. You can switch each one off or change what it says.
Make it look like your company
Add your company’s name, logo and favicon so Helpdesk looks like your own.
Need something Settings doesn’t cover? Helpdesk is open source, so you can add form scripts or build your own app on top of it.
Add your own buttons with form scripts
Form scripts let you add your own buttons to Helpdesk with a few lines of JavaScript. For example, this script adds an Escalate button to the ticket page. When an agent clicks it, the ticket’s priority changes to Urgent.
Each script chooses where it runs: the ticket page for agents, the new ticket form, or the ticket page in the customer portal.
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