Frappe
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Helpdesk
Ticket Management
Frappe
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features
Ticket Management
Frappe Helpdesk keeps all your support tickets in one place. Whether a customer emails you, raises a ticket on the portal, or an agent creates one after a call, it shows up in the same list.
From the ticket, your team can reply to the customer, talk to each other in comments, and update the status, priority and team, all on one screen.
1.
All your tickets in one list
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Save views for the tickets you check often
3.
Reply to the customer and talk to your team
4.
Update the ticket from the side panel
5.
Save replies you send often
6.
Split and merge tickets
7.
Update many tickets at once
All your tickets in one list
The ticket list shows every ticket with its status, the time left on its SLA, who it’s assigned to and the customer it’s from.
You can choose which columns to show, sort the list the way you like, and search for a ticket by its ID, subject or customer.
Save views for the tickets you check often
Filter the list, for example to open tickets assigned to you or urgent tickets for your team, and save it as a view. You can switch between views from the list, and pin the ones you use most to the sidebar.
Views are private to you by default. Managers can make a view public, so the whole team can use it.
Reply to the customer and talk to your team
You reply to the customer right from the ticket. Depending on how the ticket came in, your reply goes to the customer’s inbox or shows up on the portal.
When you need help from a teammate, leave a comment and @mention them. Comments are only for your team, the customer never sees them. You’ll also see when a teammate is typing on the same ticket.
Update the ticket from the side panel
Next to the conversation, you can see who the customer is, how much time is left on the SLA, and the other tickets they’ve raised recently.
You can change the status, priority, team or ticket type, reassign the ticket, or add tags right from the ticket. Any custom fields you add show up in the side panel too.
Save replies you send often
Some questions come up every day, like how to reset a password. Save the answer as a saved reply, and you can add it to your reply in a click instead of typing it again.
A saved reply can be just for you, for your team or for everyone. It can also update the ticket when you send it, for example set the status to Resolved or add a tag.
Split and merge tickets
Sometimes a customer asks about something new in the same email thread. You can split the ticket from that email, and everything from that point moves to a new ticket with its own subject.
If the same customer writes in twice about one problem, you can merge the two tickets. All the emails and comments from both end up in one ticket.
Update many tickets at once
Select tickets in the list to reply to them, assign them, change a field like status or priority, or export them, all at once.
This helps when the same problem affects many customers, or when you’re cleaning up old tickets.
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Service Level Agreements (SLAs)