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Quickstart Guide

This guide will walk you through the essential steps to start using Frappe Helpdesk, from signing up to creating and responding to your first ticket.

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Overview

Frappe Helpdesk provides two distinct portal experiences:
  • Customer Portal: Where customers can submit and track their support tickets
  • Agent Portal: Where support agents manage and respond to tickets
Let’s explore both workflows.
1

Sign Up and Access

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Get Started with Frappe Cloud

The fastest way to get started is with Frappe Cloud’s managed hosting:
  1. Visit Frappe Cloud Helpdesk Signup
  2. Create your account and set up your site
  3. Once provisioned, you’ll receive your Helpdesk URL: your-site.frappe.cloud/helpdesk
Your site will be ready in about 5 minutes with all configurations pre-set.

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For Self-Hosted Installations

If you’ve already self-hosted Frappe Helpdesk, access it at:
http://your-domain.tld/helpdesk
Default credentials for development setups:
  • Username: Administrator
  • Password: admin
Change the default password immediately in production environments!
2

Explore the Customer Portal

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Customer View

The customer portal provides a simplified interface for end users:

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Access Your Tickets

Navigate to /my-tickets to see all your submitted tickets. The interface shows:
  • Ticket subject and description
  • Current status (Open, Replied, Resolved, Closed)
  • Priority level
  • Timestamps for creation and updates

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Browse the Knowledge Base

Before creating a ticket, customers can search the knowledge base at /kb-public to find:
  • Help articles organized by category
  • Solutions to common issues
  • Step-by-step guides
The knowledge base features advanced search that recommends relevant articles as you type, helping customers find answers faster.
3

Create Your First Ticket (Customer)

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Submit a Support Request

  1. Click “New Ticket” or navigate to /my-tickets/new
  2. Fill in the ticket details:
// Ticket structure from HD Ticket DocType
{
  subject: string;        // Required - Brief description
  description: string;    // Detailed explanation (supports rich text)
  priority: string;       // Low, Medium, High, Urgent
  ticket_type: string;    // Optional - Categorize your issue
  attachments: File[];    // Optional - Upload screenshots or files
}
  1. Subject Field: Enter a clear, concise description
    • As you type, relevant knowledge base articles appear automatically
    • Check if your issue is already answered before submitting
  2. Description Field: Provide detailed context
    • The rich text editor supports formatting, links, and images
    • Attach files by dragging and dropping
  3. Click “Submit” to create the ticket
You’ll receive a unique ticket ID (auto-incremented) and can track its progress in real-time.

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What Happens Next?

After submission:
  • The ticket is automatically assigned based on configured assignment rules
  • SLA timers start tracking response and resolution times
  • Agents receive notifications about the new ticket
  • You receive confirmation via email (if configured)
4

View and Respond to the Ticket

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Customer Response Workflow

  1. Navigate to your ticket at /my-tickets/{ticketId}
  2. View the conversation thread with all communications
  3. Type your response in the text editor at the bottom
  4. Add attachments if needed
  5. Press Ctrl+Enter (or Cmd+Enter on Mac) to send quickly
  6. Click “Send” to submit your response

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Real-time Features

  • See when agents are viewing your ticket
  • Receive instant notifications when agents reply
  • Track status changes automatically

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Close a Resolved Ticket

Once your issue is resolved:
  • Click the “Close” button in the ticket header
  • Optionally provide feedback with a star rating
  • Add additional comments about your support experience
// Feedback structure from HD Ticket DocType
{
  feedback_rating: number;     // 1-5 stars
  feedback: string;            // Predefined option
  feedback_extra: string;      // Additional comments
}
5

Agent Portal Overview

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For Support Agents

Agents have access to a more comprehensive interface at /tickets:

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Ticket List View

  • Filter tickets by status, priority, team, or assignment
  • Search across subjects, descriptions, and customer emails
  • Bulk actions for efficient ticket management
  • Customizable views to match your workflow

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Key Metrics Dashboard

Navigate to /dashboard to view:
  • Average response time
  • Average resolution time
  • SLA compliance statistics
  • Ticket volume trends
  • Agent performance metrics
Response times are automatically tracked:
  • First Response Time: Time until the first agent reply
  • Average Response Time: Mean time for all responses
  • Resolution Time: Total time from creation to resolution
6

Respond as an Agent

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Agent Response Workflow

  1. Open any ticket from the list at /tickets/{ticketId}
  2. Review the ticket details in the sidebar:
    • Customer information
    • Priority and status
    • SLA deadlines (Response By, Resolution By)
    • Assignment information
  3. Use powerful response tools:

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Saved Replies

  • Click the saved replies button in the editor
  • Select from pre-written responses for common issues
  • Customize before sending

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Rich Editor Features

  • Format text with markdown
  • Insert code blocks
  • Add images and attachments
  • Mention other agents with @
  1. Click “Send” or press Ctrl+Enter to reply

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Update Ticket Properties

While viewing a ticket, agents can:
  • Change status (Open → Replied → Resolved → Closed)
  • Adjust priority
  • Reassign to different agents or teams
  • Add internal notes (not visible to customers)
  • Split tickets for multiple issues
  • Merge duplicate tickets
# From helpdesk/api/ticket.py
def assign_ticket_to_agent(ticket_id, agent_id=None):
    ticket_doc = frappe.get_doc("HD Ticket", ticket_id)
    
    if not agent_id:
        # assign to self
        agent_id = frappe.session.user
    
    if not frappe.db.exists("HD Agent", agent_id):
        frappe.throw(_("Tickets can only be assigned to agents"))
    
    ticket_doc.assign_agent(agent_id)
    return ticket_doc

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Advanced Features

Once you’re comfortable with the basics, explore these powerful capabilities:

SLA Management

Configure Service Level Agreements to ensure timely responses:
  • Set response and resolution deadlines
  • Track SLA compliance automatically
  • Get alerts for approaching deadlines
  • Pause SLA during customer response

Assignment Rules

Automate ticket routing with custom rules:
  • Assign by priority level
  • Distribute by ticket type
  • Balance agent workload
  • Route to specialized teams

Knowledge Base

Build a self-service resource center:
  • Create articles with rich formatting
  • Organize by categories
  • Track article helpfulness
  • Reduce ticket volume

Customer Management

Maintain detailed customer profiles:
  • View ticket history
  • Track all interactions
  • Link multiple contacts
  • Add custom fields

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Keyboard Shortcuts

Speed up your workflow with these shortcuts:
ActionShortcut
Send messageCtrl+Enter (Windows/Linux)
Cmd+Enter (Mac)
Search tickets/ (on ticket list)
Open searchCtrl+K or Cmd+K
Close ticketAvailable via button in header

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Next Steps

Configure Settings

Customize Frappe Helpdesk to match your workflow and branding

Set Up Teams

Organize your support agents into specialized teams

Create SLAs

Define service level agreements for different ticket types

Build Knowledge Base

Start creating help articles to reduce ticket volume
For development and customization, check out the frontend source code built with Vue 3 + TypeScript, or explore the Python backend.

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