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Frappe Helpdesk provides a comprehensive ticket management system that enables support teams to track, prioritize, and resolve customer issues efficiently.

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Creating Tickets

Tickets can be created through multiple channels:
  • Email: Automatically created from incoming emails to configured email accounts
  • Customer Portal: Customers can submit tickets through the web form
  • Agent Interface: Support agents can manually create tickets on behalf of customers
  • API: Programmatically create tickets via REST API
1

Create a Ticket Manually

Navigate to the Tickets page and click the “New Ticket” button. Fill in the required fields:
  • Subject: Brief description of the issue
  • Raised By: Customer email address
  • Description: Detailed information about the issue
  • Priority: Urgency level (set automatically based on ticket type)
  • Ticket Type: Category of the issue
  • Agent Group: Team responsible for handling the ticket
2

Set Additional Details

Configure optional fields:
  • Contact: Link to existing contact (auto-populated from email)
  • Customer: Associated customer organization
  • Template: Use pre-defined ticket templates for consistency
3

Save and Assign

Save the ticket. It will be automatically assigned based on configured assignment rules, or you can manually assign it to a specific agent.
When a ticket is created via email, the system automatically:
  • Creates a contact if one doesn’t exist
  • Links the ticket to the customer’s organization
  • Sends an acknowledgement email (if enabled in settings)
  • Sets the default status from HD Settings or SLA configuration

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Ticket Lifecycle

Tickets in Frappe Helpdesk follow a structured lifecycle managed through status categories:

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Status Categories

  • Open: Active tickets awaiting resolution
  • Paused: Tickets temporarily on hold
  • Resolved: Tickets that have been closed or completed
Status categories are used for SLA calculations and reporting. Each ticket status must belong to one of these categories.

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Managing Ticket Status

1

Update Status

Click on the status dropdown in the ticket view and select the new status. The system will:
  • Update the status category automatically
  • Recalculate SLA timers based on the new status
  • Log the status change in ticket activity
2

Add Comments

When changing status, add a comment to provide context for the change. This helps maintain a clear audit trail.
3

Notify Stakeholders

The system automatically notifies assigned agents and customers about status changes based on notification settings.

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Responding to Tickets

Effective communication is key to resolving tickets quickly.
1

View Ticket Communications

Open a ticket to see the full conversation history, including:
  • Email exchanges between customer and agents
  • Internal comments (not visible to customers)
  • System-generated activity logs
2

Reply to Customer

Use the email editor to compose your response:
  • Select from saved replies for common responses
  • Attach files if needed
  • Use rich text formatting for clarity
  • Reference knowledge base articles
3

Add Internal Notes

Add comments that are visible only to agents for internal collaboration. This is useful for:
  • Documenting troubleshooting steps
  • Requesting input from team members
  • Recording decisions and rationale
4

Track Response Times

The system automatically tracks:
  • First Response Time: Time from ticket creation to first agent reply
  • Average Response Time: Mean time for all agent responses
  • Last Agent Response: Timestamp of most recent agent communication
  • Last Customer Response: Timestamp of most recent customer communication
These metrics are available in the Response tab (see helpdesk/doctype/hd_ticket/hd_ticket.json:36-43).

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Assignment and Routing

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Manual Assignment

Assign tickets to specific agents using the assignment modal:
  1. Click the “Assign” button on a ticket
  2. Search for an agent by name or email
  3. Select the agent and confirm
  4. The agent receives a notification about the assignment

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Automatic Assignment

Tickets are automatically assigned based on:
  • Assignment Rules: Condition-based routing to specific agents or teams
  • Agent Group: Round-robin distribution within a team
  • Workload Balancing: Distribution based on current agent workload
See the Assignment Automation guide for detailed configuration.

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Prioritization

Priorities help teams focus on urgent issues first.

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Setting Priorities

  • Default Priority: Set in HD Settings or per ticket type
  • Manual Override: Agents can change priority at any time
  • SLA Impact: Higher priorities typically have shorter SLA response times
Priorities are defined in the HD Ticket Priority doctype and can be customized to match your support process.

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Splitting and Merging Tickets

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Split Tickets

When a ticket contains multiple unrelated issues:
  1. Create a new ticket for the secondary issue
  2. Set the ticket_split_from field to reference the original ticket
  3. The system logs the split action in both tickets

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Merge Tickets

For duplicate or related tickets:
  1. Mark one ticket as merged
  2. Set the merged_with field to the primary ticket
  3. The merged ticket is marked with is_merged flag
Merging tickets is a one-way operation. Ensure you’ve selected the correct tickets before merging.

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Ticket Resolution

1

Verify Issue is Resolved

Confirm that the customer’s issue has been addressed satisfactorily.
2

Document Resolution

Add resolution details in the resolution_details field. This helps build a knowledge base for future reference.
3

Update Status to Resolved

Change the ticket status to a status in the “Resolved” category. The system records:
  • resolution_date: Date of resolution
  • resolution_time: Exact timestamp
  • user_resolution_time: Time taken to resolve from customer perspective
4

Request Feedback (Optional)

If email feedback is enabled in HD Settings, customers automatically receive a feedback request when tickets are resolved.

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Ticket Reopening

When a customer replies to a resolved ticket:
  • The ticket status automatically changes to the configured “Ticket Reopen Status”
  • This status is defined in either the SLA or HD Settings
  • SLA timers restart based on the new status
  • Assigned agents receive a notification

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Filtering and Views

Organize tickets using:
  • Built-in Filters: Status, Priority, Agent Group, Date Range
  • Custom Views: Save filter combinations for quick access
  • Search: Full-text search across subject, description, and communications
  • Assignee Filter: View tickets assigned to you or your team

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Bulk Actions

Perform actions on multiple tickets:
  • Update status
  • Change priority
  • Assign to agent or team
  • Add tags
  • Close tickets
Use bulk actions carefully and ensure you’ve selected the correct tickets before applying changes.

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Auto-Close Tickets

Configure automatic ticket closing in HD Settings:
  • Enable Auto-Close: Turn on the feature
  • Auto-Close After Days: Number of days of inactivity before closing
  • Auto-Close Status: Status to set when auto-closing
Tickets are automatically closed when there’s no customer response for the specified period.

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Best Practices

  1. Respond Promptly: Aim to meet SLA targets for first response time
  2. Use Saved Replies: Create templates for common responses to save time
  3. Document Everything: Add detailed notes for future reference
  4. Keep Customers Informed: Update ticket status and add comments regularly
  5. Leverage Automation: Use assignment rules and workflows to reduce manual work
  6. Monitor Metrics: Track response times and resolution rates to identify improvement areas
  7. Follow Up: Check in with customers after resolution to ensure satisfaction

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