Frappe Helpdesk is an open-source customer support platform that brings customer enquiries, support tickets, service-level agreements and communication into one organised system. Customers can raise and monitor tickets through a self-service portal, while support teams can assign responsibilities, track response times and maintain a complete history of every interaction.

Ticketing

Centralised Ticket Management

Capture customer issues from different channels and manage them through a single support interface.

Receive tickets through email, forms and portal

Categorise tickets by type, priority and team

Maintain complete communication and activity history

SLAs

SLA and Escalation Management

Define response and resolution commitments based on customers, ticket types or support teams.

Configure response and resolution timelines

Monitor SLA compliance

Automatically escalate delayed tickets

Automation

Intelligent Assignment and Workflows

Route every ticket to the appropriate person or team and automate repetitive support activities.

Configure automatic assignment rules

Create customised support workflows

Add fields and controls based on your process

Self-Service

Customer Self-Service

Provide customers with a dedicated portal where they can submit requests, check progress and find answers.

Customer ticket portal

Ticket-status visibility

Knowledge base for common questions

Insights

Support Analytics and Reporting

Track support performance and identify areas where service delivery can be improved.

Monitor ticket volume and resolution time

Review agent and team performance

Analyse ticket categories and recurring issues

At a Glance

Frappe Helpdesk supports centralised ticketing, SLA rules, assignment automation, customer self-service, reporting and mobile-ready access without per-agent pricing.

Ready to organise your support operations?

Let Wahni set up Frappe Helpdesk around your team's workflows and SLAs.