Frappe Helpdesk implementation
Every support request gets someone responsible for it and a deadline, and customers can find answers to the common questions themselves. Frappe Helpdesk is open source, so adding another agent costs nothing.
Systems
What you get.
- Email accounts turned into tickets, with replies kept on the thread
- Teams, assignment rules and service level agreements based on your working hours
- A customer portal and a knowledge base that answers the common questions first
- Ticket types, priorities, statuses and saved replies set up the way your team works
Proof
Who it's for
Teams answering support from a shared inbox, where nobody's sure who's replying or how long a customer has waited. Also ERPNext users who want tickets on the same customer records.
More on who this suits
Teams whose support runs out of a shared inbox, where nobody is sure who's replying or how long a customer has been waiting. It also suits businesses on ERPNext that want support tickets linked to the same customer records as their invoices.
What's included
Email into ticketsEvery support email becomes a ticket, with replies kept on the thread.
We connect your support email addresses so every incoming email becomes a ticket and replies stay on the same thread. If you want them, we also set up acknowledgement emails and a feedback request when a ticket closes.
Teams, assignment and SLAsAssignment by type, priority or workload, and SLAs on your working hours.
Agent teams, assignment rules based on ticket type, priority or workload, and service level agreements with response and resolution targets that count only your working hours and skip your holidays.
Portal and knowledge baseCustomers raise and follow tickets, and see suggested articles as they type.
A customer portal where people can raise and follow their own tickets, and a knowledge base that suggests articles while they type, so many common questions get answered without a ticket.
Set up the way your team worksYour ticket types, statuses, saved replies and auto-close rules.
Ticket types, priorities and statuses that match how you work, saved replies for answers you send often, and rules that close tickets automatically when they go quiet.
The ERPNext linkHelpdesk and ERPNext customers stay in sync on one site.
If ERPNext is on the same site, Helpdesk customers link to ERPNext customers and stay in sync, so your support and billing teams are looking at the same record.
Common mistakes we help you avoid
SLAs that count nights and holidays
SLAs that count nights and holidays, so every ticket ends up overdue.
A portal nobody hears about
A portal customers never hear about, so email volume never goes down.
Everything assigned to one person
Assignment rules that send everything to whoever is first on the list.
Too many statuses
Twenty statuses when four would do. Each status needs someone whose job is to move tickets out of it, so fewer is better.
An empty knowledge base
Launching an empty knowledge base. We write the first articles based on your real ticket history.
How we work
Every build runs through the same six steps, from a free call to go-live.
01
A call
30 minutes, no charge
02
Discovery
1 to 2 weeks, paid
03
Blueprint
Included in discovery
04
Build
3 to 8 weeks
05
Acceptance
1 to 2 weeks
06
Go-live and run
Ongoing
How it's priced and run
Every build follows our process. We start with a free call, then paid discovery and blueprint, then the build. Your team tests it on a separate site that gets wiped afterwards, and we go live with a runbook.
We run it as an Implementation. The scope is fixed against a signed blueprint and we bill across four milestones instead of by the hour, so you'll know the price before work starts.
After go-live, a Managed run covers support, small changes, framework upgrades (tested on a UAT site first) and regular checks that your backups actually restore.
Questions buyers actually ask.
It's an open source ticketing tool. It turns emails into tickets and gives you agent teams, assignment rules, service level agreements, saved replies, a customer portal and a knowledge base.
No. Frappe Helpdesk is open source. You pay for hosting and for the implementation.
Yes. When both run on the same site, Helpdesk customers can be linked to ERPNext customers and kept in sync in both directions.
Yes, through the customer portal, where they can also follow their tickets and search the knowledge base first.
Each agreement has its own working hours and holiday list, with targets for each priority. So if you don't work weekends, a ticket raised on Saturday evening starts its clock on Monday morning.
Let's start with a call.
Thirty minutes, free of charge, and you won't sit through a sales deck.