Omnichannel customer support and intelligent ticketing.
Centralize customer inquiries from email, web portals, and APIs into a single intelligent ticketing queue with automated routing, SLAs, and performance reporting.
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Everything you need in Frappe Helpdesk
Omnichannel Ticket Capture
Convert incoming customer emails, web portal submissions, and API requests directly into actionable support tickets automatically.
SLA Management & Escalations
Define custom Service Level Agreements with automated escalation rules that notify managers when response deadlines are breached.
Canned Responses & Knowledge Base
Equip agents with pre-written response templates linked directly to internal knowledge base articles to resolve common queries faster.
Agent Performance Dashboards
Track critical support metrics including first-response time, resolution speed, and individual agent workload in real-time.
Automated Ticket Routing
Route incoming tickets to specific agents or queues automatically based on product categories, priority levels, or customer tiers.
Customer Self-Service Portal
Allow customers to log in, track their own ticket status, and browse public FAQ articles without needing to contact an agent.
Why scattered support systems fail your customers
When customer support relies on shared inboxes or disconnected chat tools, requests inevitably slip through the cracks. Customers get frustrated repeating their issues to different agents, and managers lack visibility into response times. Frappe Helpdesk consolidates every customer interaction into a single queue. By enforcing SLAs and automatically routing issues to the right expert, you ensure every customer receives a timely, accurate resolution while maintaining a complete history of their support journey.
Frequently asked questions
Yes, customers can reply to email notifications from the helpdesk, and their responses will automatically append to the existing ticket thread.
Absolutely. Agents can log the time spent on individual tickets, which rolls up into performance reports and can be used for client billing if needed.
Yes, tickets can be linked directly to existing customer profiles and sales orders in your ERPNext database, giving agents full context.
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