Frappe Helpdesk

Frappe Helpdesk grew out of frustration with the ERPNext support module, whose interface and usability the Frappe team found hard to live with. What they built instead is a ticket management tool with a clean interface, easy setup and enough automation to keep customer queries from piling up.

It sits on the Frappe Framework, a full-stack web framework written in Python and JavaScript, with the interface assembled from the Vue-based Frappe UI library. That makes it a natural fit for anyone already running Frappe or ERPNext, and customizable in the same way as the rest of that ecosystem.

The support workflow rests on a few pieces.

• Dual portals: agents and customers each get their own view, keeping submission and management separate.
• Customizable SLAs: response targets are set and tracked so nothing quietly ages out.
• Assignment rules: tickets route automatically by priority, issue type or agent workload.
• Knowledge base: help articles are published for customers, with search surfacing the relevant ones.
• Saved replies: prewritten responses keep common answers quick and consistent.

Production setup is a single install script that provisions a working instance in roughly five minutes, and a Docker Compose file plus the local bench workflow are documented for development. Frappe Cloud offers managed hosting, including upgrades and monitoring, for teams that would rather not operate the stack themselves.