Frappe Helpdesk is a customer service and ticket management application for teams handling enquiries, technical support requests, and other service-related issues. It provides a dedicated environment for support agents together with a separate portal for customers.
The application is designed around the lifecycle of a support request, from submission and assignment through correspondence, resolution, and subsequent reporting. Support teams can organize work through queues and assignment rules, while customers can follow the progress of their requests without contacting an agent for every update.
Built on the Frappe Framework, the software can be adapted to different support processes and integrated with other applications.
This is free and open source software.
Key Features
- Separate agent and customer portals for submitting, viewing, and managing support requests.
- Ticket lists and detailed conversation views display current status and correspondence history.
- Configurable ticket priorities and assignment rules help distribute work between support agents.
- Automatic assignment based on ticket characteristics and workload.
- Service level agreement policies define response and resolution targets.
- Tracks response times and relevant service level agreement information.
- Knowledge base for publishing articles and answers to common support questions.
- Customer-facing article search helps users find relevant solutions before submitting requests.
- Organize knowledge base content into categories and subcategories.
- Pin important articles and control their relative ordering within categories.
- Saved replies provide standardized responses to frequently encountered enquiries.
- Ticket timelines preserve a record of communications and changes.
- Analytics provide information about ticket handling and response performance.
- Customer portal allows users to review requests and continue conversations with support staff.
- Customizable workflows and application settings support different organizational requirements.
- Integration with the Frappe ecosystem enables further customization and connectivity.
Website: github.com/frappe/helpdesk
Support:
Developer: Frappe
License: GNU Affero General Public License v3.0
Frappe Helpdesk is written in Python and TypeScript. Learn Python with our recommended free books and free tutorials. Learn TypeScript with our recommended free books and free tutorials.
Related Software
| Customer Service Trouble Ticketing Software | |
|---|---|
| Zammad | Web based helpdesk/customer support system with bags of features |
| Request Tracker | Mature enterprise-grade issue tracking system |
| osTicket | Widely-used lightweight support ticket system |
| Roundup | Simple to use and install issue tracking system |
| Libredesk | Self-hosted omnichannel customer support desk |
| FreeScout | Self-hosted help desk and shared mailbox application |
| Frappe Helpdesk | Customer service and ticket management application |
| Znuny | Fork of OTRS |
| OpenSupports | Simple ticketing system |
Read our verdict in the software roundup.
| Human Resource Management Software | |
|---|---|
| OrangeHRM | Human resource information system |
| Frappe HR | Customer service and ticket management application |
| IceHRM | Java based Human Resource Management system |
| Open HRMS | Targets both small and large sized enterprises |
| Horilla | Human resource management system |
| WaypointHR | Flexible Human Resource Management System |
| MintHCM | Human Capital Management platform |
| Sentrifugo | Human Resource Management System |
| LATRIX | Human Resource support web application |
Read our verdict in the software roundup.
 LinuxLinks helps you discover the best free and open source software for Linux. Explore our extensive collection of recommended applications, including alternatives to popular proprietary software.We also publish software reviews, Linux tutorials, hardware reviews, free programming books and articles covering the wider open source community. Browse our Linux resources to discover more. Know a useful free and open source Linux application we haven't covered? Suggest a program for inclusion. Has your software been featured on LinuxLinks? Display one of our Featured on LinuxLinks badges on your website or GitHub README. |
Please read our Comment Policy before commenting.