A helpdesk for the whole team
Unlimited agents. Open source. Better support.
Tickets / #0099
We need a better helpdesk.
We need a better helpdesk.
Open
Resolution due in 2h
High
Sydney Gomes
9:58 AM
Hey support team,
I’m Sydney, and I run customer support at Orbit Logistics. We’re a team of 12 sharing one Gmail inbox. Things get missed, and nobody really knows what’s overdue.
Would Frappe Helpdesk work for us?
Administrator assigned Ritvik Sardana : Automatic Assignment
9:58 AM
Ritvik Sardana
9:59 AM
Hi Sydney, thanks for contacting us!
Ticket management →
Yes. Connect your support email and every email becomes a ticket, with an owner and a status.
Sydney Gomes
10:01 AM
And who picks up what? Right now it’s whoever gets there first.
Ritvik Sardana
10:02 AM
Assignment rules and SLAs →
Assignment rules send tickets to the right team, while SLAs show what needs attention.
Assigned by rule · Technical Support · Round robin
Ritvik SardanaRespond in 25m
Michelle AlvaResolve in 3hRitvik SardanaOverdueSydney Gomes
10:04 AM
We track every order by a shipment ID. Can each ticket have one?
Ritvik Sardana
10:04 AM
Michelle Alva
10:05 AM
@Ritvik Sardana Yes. Takes a minute to add, and it shows on every ticket.
🙏1
🎉1
Ritvik Sardana
10:05 AM
Customization →
Yes. You can add a Shipment ID field, and it shows on every ticket.
Sydney Gomes
10:06 AM
Half our day is answering the same questions.
Ritvik Sardana
10:07 AM
Saved replies · Knowledge base →
Save common answers as replies, so any agent can send one in a click.
For customers, there’s a public knowledge base, so they can find answers without writing in.
Sydney Gomes
10:15 AM
Can I see how the team is doing? And how each ticket went?
Ritvik Sardana
10:16 AM
Dashboard and reports →
Yes. See what’s pending, what’s overdue, response times, ticket volume and SLAs.
And every ticket gets its own analytics.
Sydney Gomes
10:20 AM
Oh great. What does this cost for 12 people?
Ritvik Sardana
10:21 AM
Pricing →
We don’t charge per agent. You pay for hosting, starting at $5/month on Frappe Cloud.
Add all 12 :)
Sydney Gomes
10:52 AM
Alright, I’m going to try this with the team.
Ritvik Sardana
10:53 AM
Nice. You’ve got 14 days of free trial. Bring all 12 :)
Ritvik Sardana changed status Replied → Resolved
10:53 AM
Sydney Gomes rated this ticket
10:54 AM
BEYOND THE TICKET
There's more.
ERPNext integration
Sync customers between Helpdesk and ERPNext.
Automations
Assign and update tickets automatically.
Split & merge
Merge duplicates, or split a ticket in two.
Permissions
Decide who can see and change what.
Field dependency
Fields show only the options that fit.
Telephony
Take support calls and log them on the ticket.
Customization
Add custom fields, tags and views.
Feedback
Customers rate tickets once they’re resolved.
Mobile responsive
Reply to tickets from your phone.
Open source
Yours to run, read and change.
You have access to the source code and can customize Frappe Helpdesk to suit your needs. We recommend hosting on Frappe Cloud, but you're free to self-host or move to another provider whenever you want.
3.4K
GitHub stars
950+
forks
100+
contributors
AGPL-3.0
license
frappe/helpdesk · README.md
# Get the apps $ bench get-app https://github.com/frappe/telephony $ bench get-app https://github.com/frappe/helpdesk # Install on your site $ bench --site helpdesk.test install-app helpdesk $ bench build --app helpdesk
Customers
Join 1,000+ teams using Frappe Helpdesk.
“We use Frappe Helpdesk ourselves:
60,000+ tickets handled across 7,000+ customers.”
The Frappe Helpdesk team
“Our support resolution time improved. Client satisfaction and overall transparency also increased.”
Dany Robert
Wahni IT Solutions
“One of the key strengths of Frappe Helpdesk is its high level of customisation.”
Safvan Hussain
Location Solutions Telematics LLC
Questions
Before you switch
Can I use my existing support email?
Yes. Connect your existing support address and emails automatically become tickets. Your customers don’t need to change how they reach you.
Do you charge per agent?
No. Add your whole team without paying for individual seats. You pay for hosting, not per agent.
Can customers track their tickets?
Yes. Customers get a portal to raise tickets, track them, and find answers in your knowledge base.
Can I customize it for our support process?
Yes. Add custom fields, create your own views and workflows, or customize further with the Frappe Framework.
What does open source mean for me?
You can self-host Frappe Helpdesk, customize it, and aren’t tied to Frappe Cloud. The code is public and licensed under AGPL-3.0, on GitHub.
Can I move from another helpdesk?
Yes. You can bring your existing support data into Frappe Helpdesk and continue from there.
Your team’s next ticket could go like this.
Try Frappe Helpdesk free for 14 days, with your whole team.
Open source · Unlimited agents · Host it yourself or on Frappe Cloud