Frappe Helpdesk is a powerful, 100% open-source ticket management and customer support platform designed to streamline and optimize your company's support operations. With its clean, modern interface, dual agent and customer portals, and deep automation, Frappe Helpdesk helps support teams resolve customer queries faster and keep every conversation in one place, with no more chaos across scattered inboxes.

Key Features

Tickets

• Raise tickets from Email or Customer Portal.
• Unified Ticket Management: Capture, track, and resolve customer issues from a single, fast interface.
• Email-to-Ticket: Automatically convert incoming emails into tickets and reply directly from the ticket, keeping the full conversation threaded.
• Ticket Templates & Types: Standardize how issues are logged with reusable templates, custom fields, and configurable ticket types, priorities, and statuses.
• Merge & Split: Merge duplicate tickets into one while keeping the history intact.

Views & Organization

• Custom Views: Build views from any combination of filters, sort orders, and columns.
• Saved, Pinned & Public Views: Save views for later, pin the important ones to the sidebar, and share views with your whole team.

Automation & SLAs

• Service Level Agreements: Define response and resolution targets by priority, with business hours, holidays, and automatic breach tracking.
• Assignment Rules: Auto-assign tickets to agents based on priority, ticket type, team, or workload.

Collaboration

• Teams: Organize agents into teams and route tickets to the right group.
• Saved Replies: Reuse pre-written responses for common queries to reply quickly and consistently.
• Internal Comments & Mentions: Discuss tickets privately with your team and get notified when someone @mentions you.
• Notifications: Stay on top of assignments, replies, and mentions in real time.

Self-Service

• Knowledge Base: Publish help articles, organized by category, so customers can solve issues on their own.
• Advanced Article Search: Recommend relevant articles to customers based on their query, deflecting tickets before they are raised.
• Customer Portal: A dedicated portal where customers can raise tickets, track status, and browse the Knowledge Base.

Insights

• CSAT / Feedback: Collect customer satisfaction ratings and feedback on resolved tickets.
• Reports & Dashboards: Track agent performance, SLA compliance, and ticket trends.

Integrations

• ERPNext: Native integration to link tickets with customers, contacts, and support contracts.
• Email: Inbound and outbound email handling built in.
• Twilio & Exotel: Integrate incoming calls with the helpdesk portal.

Contributions and Community

There are many ways you can contribute even if you don't code:

1. You can start by giving a star to our repository!
2. If you find any issues, even if it is a typo, you can raise an issue to inform us.
3. Join our Telegram group and share your thoughts.

License

GNU Affero General Public License v3.0