Customization

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Customization Options

• Custom Fields: Add new fields to tickets, contacts, and other documents
• Ticket Types: Define categories for different issue types
• Ticket Statuses: Create custom statuses and status categories
• Ticket Priorities: Define priority levels with custom labels
• Ticket Templates: Pre-filled ticket forms for common scenarios
• Workflows: Custom automation and state transitions
• Saved Replies: Template responses for common questions
• Form Scripts: Client-side JavaScript for dynamic forms

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Custom Fields

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Adding Custom Fields

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Field Types

• Data: Single-line text (e.g., reference number)
• Text: Multi-line text (e.g., detailed notes)
• Select: Dropdown with predefined options
• Link: Reference to another document
• Date: Date picker
• Datetime: Date and time picker
• Check: Boolean checkbox
• Int/Float: Numeric values
• Currency: Monetary values
• Attach: File upload
• Table: Child table with multiple rows

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Example Custom Fields

Field Type: Data
Label: Product Version
Field Name: product_version
In Standard Filter: Yes

Field Type: Select
Label: Escalation Reason
Options:
- Technical Complexity
- Customer Request
- SLA Breach
- Management Escalation

Field Type: Link
Label: Related Order
Options: Sales Order
In List View: Yes

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Ticket Templates

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Template Structure

• Template Name: Unique identifier
• About: Additional information (HTML)
• Fields: Custom fields for this template
• Description Template: Pre-filled description

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Template Fields

• Fieldname: Field identifier
• Required: Make field mandatory
• Hide from Customer: Agent-only field
• URL/Method: Dynamic field options
• Placeholder: Hint text

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Ticket Types

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Creating Ticket Types

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Common Ticket Types

• Bug Report: Software defects and errors
• Feature Request: New functionality requests
• Technical Support: Technical assistance
• Billing: Payment and invoice questions
• General Inquiry: General questions
• Account Management: Account changes and setup

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Using Ticket Types

• Routing: Assignment rules based on type
• SLA: Different SLAs per type
• Reporting: Analytics by ticket category
• Templates: Type-specific ticket templates
• Workflows: Custom workflows per type

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Ticket Statuses

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Status Categories

• Open: Active tickets requiring attention
• Paused: Tickets on hold or waiting
• Resolved: Closed or completed tickets

• SLA timer behavior
• Ticket visibility in views
• Reporting and analytics
• Agent workload calculations

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Creating Custom Statuses

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Example Status Workflows

1. Open (new tickets)
2. In Progress (being worked on)
3. Waiting on Customer (need info)
4. Resolved (completed)
5. Closed (verified resolution)

1. New (just created)
2. Assigned (agent assigned)
3. In Progress (actively working)
4. Waiting on Engineering (escalated)
5. Waiting on Customer (need response)
6. Pending Release (fix scheduled)
7. Resolved (completed)
8. Closed (verified)

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Ticket Priorities

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Creating Priorities

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Priority Best Practices

• Urgent: System down, critical business impact
• High: Significant functionality affected
• Medium: Minor issues, workaround available
• Low: Enhancement requests, cosmetic issues

• Critical: Complete service outage
• High: Major feature broken
• Medium: Moderate impact
• Low: Minor inconvenience
• Planning: Future enhancements

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Priority and SLA

Urgent: 1 hour response, 4 hours resolution
High: 4 hours response, 24 hours resolution
Medium: 8 hours response, 48 hours resolution
Low: 24 hours response, 5 days resolution

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Saved Replies

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Creating Saved Replies

Hello {{ doc.raised_by }},

Thank you for contacting support regarding ticket #{{ doc.name }}.

Your issue about "{{ doc.subject }}" has been received and assigned to our team.

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Saved Reply Scope

• Global Scope: All agents see all replies
• Team Scope Only: disable_saved_replies_global_scope restricts to team-specific replies

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Using Saved Replies

1. Click “Insert Saved Reply”
2. Search for the appropriate template
3. Select the reply
4. Customize as needed
5. Send response

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Form Scripts

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Creating Form Scripts

frappe.ui.form.on('HD Ticket', {
    priority: function(frm) {
        // Auto-update due date based on priority
        if (frm.doc.priority === 'Urgent') {
            frm.set_value('response_by', frappe.datetime.add_hours(now, 1));
        }
    },
    
    ticket_type: function(frm) {
        // Set default agent group based on type
        if (frm.doc.ticket_type === 'Billing') {
            frm.set_value('agent_group', 'Billing Team');
        }
    }
});

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Form Script Examples

frappe.ui.form.on('HD Ticket', {
    customer: function(frm) {
        // Fetch customer tier and set priority
        frappe.db.get_value('Customer', frm.doc.customer, 'tier')
            .then(r => {
                if (r.message.tier === 'Enterprise') {
                    frm.set_value('priority', 'High');
                }
            });
    }
});

frappe.ui.form.on('HD Ticket', {
    ticket_type: function(frm) {
        // Show escalation field only for bugs
        frm.toggle_display('escalation_reason', 
            frm.doc.ticket_type === 'Bug');
    }
});

frappe.ui.form.on('HD Ticket', {
    validate: function(frm) {
        // Require resolution notes for resolved tickets
        if (frm.doc.status_category === 'Resolved' && !frm.doc.resolution_details) {
            frappe.throw('Please add resolution details before resolving');
        }
    }
});

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Field Dependencies

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Conditional Display

// In Customize Form
Depends On: eval:doc.ticket_type == 'Bug'

// Shows field only when ticket type is Bug

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Dynamic Options

// In Form Script
frappe.ui.form.on('HD Ticket', {
    agent_group: function(frm) {
        // Filter agents based on selected group
        frm.set_query('assigned_to', function() {
            return {
                filters: {
                    agent_group: frm.doc.agent_group
                }
            };
        });
    }
});

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Workflow Customization

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Auto-Update Status

• Auto Update Status: Enable automatic status changes
• Update Status To: Target status for auto-update

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Auto-Close Tickets

• Auto Close Tickets: Enable auto-closing
• Auto Close After Days: Inactivity period before closing
• Auto Close Status: Status to set when auto-closing

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Branding Customization

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Brand Settings

• Brand Name: Your company name
• Brand Logo: Company logo (appears in header)
• Favicon: Browser tab icon

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Portal Customization

1. Upload brand logo
2. Set brand name
3. Customize email templates with branding
4. Add custom CSS via Frappe website settings

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Comments and Reactions

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Comment Reactions

• Enable Comment Reactions: Allow agents to react to comments
• Helps acknowledge comments without adding noise
• Implemented via HD Comment Reaction doctype

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Comment Configuration

• Internal Comments: Only visible to agents
• Public Comments: Visible to customers
• Email Comments: Sent via email to customers

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Best Practices

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Custom Fields

1. Plan Before Adding: Ensure fields are necessary
2. Use Clear Labels: Make purpose obvious
3. Set Appropriate Types: Choose correct field type
4. Document Purpose: Add descriptions for complex fields
5. Test Thoroughly: Verify fields work in all contexts
6. Avoid Duplication: Check for existing fields first

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Ticket Types and Statuses

1. Keep it Simple: Start with fewer types/statuses
2. Clear Definitions: Document when to use each
3. Train Team: Ensure consistent usage
4. Review Regularly: Remove unused types/statuses
5. Map to Workflows: Align with actual processes

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Saved Replies

1. Use Variables: Make replies dynamic with template variables
2. Keep Current: Update replies when processes change
3. Organize by Category: Group similar replies
4. Personal Touch: Encourage customization before sending
5. Review Metrics: Track which replies are most used

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Form Scripts

1. Test Thoroughly: Verify scripts don’t break functionality
2. Handle Errors: Add try-catch blocks
3. Comment Code: Explain complex logic
4. Performance: Avoid heavy operations on every keystroke
5. Version Control: Track script changes

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Advanced Customization

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Custom DocTypes

1. Define in Frappe DocType builder
2. Add fields and permissions
3. Link to HD Ticket via Link field
4. Create forms and lists

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Server Scripts

1. Create Server Script in Frappe
2. Choose trigger (Before Save, After Insert, etc.)
3. Write Python code
4. Enable and test

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API Customization

# In helpdesk/api/custom.py
import frappe

@frappe.whitelist()
def custom_ticket_action(ticket_id, action):
    # Custom logic
    ticket = frappe.get_doc('HD Ticket', ticket_id)
    # ... perform action
    return {"status": "success"}

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Related Resources

• Ticket Management
• Assignment Automation
• Frappe Framework Documentation