Integrations - Frappe Helpdesk

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Integrations

Frappe Helpdesk connects to the email accounts, phone system and customer records your team already uses.

You can connect your support email so emails become tickets, call customers from a ticket with Twilio or Exotel, and keep your customer list in sync with ERPNext.

Connect your email accounts

Set up calling with Twilio or Exotel

Call customers from a ticket

Keep customers in sync with ERPNext

Connect your email accounts

Add the email addresses your customers write to, like support@ or billing@. Helpdesk works with Gmail, Outlook, Sendgrid, SparkPost, Yahoo, Yandex and Frappe Mail. For any other provider, you can add your own IMAP and SMTP settings.

For each account, you choose whether it receives emails, sends them, or both. Emails that come in become tickets. You can also pick one account as the default for incoming and outgoing emails.

Email accounts connected to Frappe Helpdesk: Gmail, Outlook, Frappe Mail and a custom mail server

Adding a Gmail account in Frappe Helpdesk, with incoming and outgoing emails turned on

Set up calling with Twilio or Exotel

Add your Twilio or Exotel account details in Settings, under Telephony. You can also choose to record calls.

If you set up both, each agent can choose which one they call with by default.

Twilio settings in Frappe Helpdesk with call recording turned on

Call customers from a ticket

Agents can call a customer from the ticket they’re working on. Calls show up in the ticket’s Calls tab, with who called, when, and how long the call lasted.

If a call happened outside Helpdesk, use Log a Call to add it to the ticket yourself. Every call, incoming or outgoing, is also listed in Call Logs.

Calls tab on a Frappe Helpdesk ticket, with the options to make a call or log a call

Call Logs in Frappe Helpdesk listing incoming and outgoing calls

Keep customers in sync with ERPNext

If ERPNext is installed on the same site, turn on the ERPNext integration in Settings and click Sync now. Customers you have in Helpdesk are added to ERPNext, and customers from ERPNext are added to Helpdesk. If a customer with the same name exists on both sides, the two are linked instead of creating a copy.

After that, new customers, name changes and logos carry over in both directions.

Customers list in Frappe Helpdesk: Greenfield Farms, Ironclad Tools, Northstar Travel, Bluebird Bakery, Orbit Logistics, Greenleaf Studio — Frappe Helpdesk

Customer list in ERPNext with the same six customers — ERPNext

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