Clean, modern UI
Built to fix clunky legacy support UIs — agents onboard quickly without lengthy training.
Product
Frappe Helpdesk — Tickets, SLA & Knowledge Base
Customer service made simple — agent and customer portals, SLAs, knowledge base and ticket automation.
Open-source Frappe stack · demo-ready · Weque implementation
Service overview
What this engagement covers and how we work with your team.
Frappe Helpdesk is a 100% open-source ticket management tool built because traditional support modules felt confusing and slow. It offers an easy setup, clean UI, and automation to resolve customer queries efficiently.
Weque deploys Helpdesk with your support workflows — portals, SLAs, assignment rules, and a knowledge base — so customers self-serve and agents respond faster.
What’s included
Deliverables and focus areas for this line of work — read as a checklist.
Agent & customer portals
Dual portals for agents and customers — simplify issue submission on one side and efficient triage on the other.
Customisable SLAs
Set and track service level agreements for response and resolution times — with visibility into breaches.
Assignment rules
Auto-assign tickets by priority, issue type, or agent workload — reduce manual routing.
Knowledge base
Publish help articles so customers solve common queries themselves and ticket volume drops.
Saved replies
Pre-written replies for frequent questions — consistent, fast communication from every agent.
Our process
From first conversation to delivery — same rhythm on every engagement.
Support workflow design
Map ticket types, priorities, escalation paths, and team ownership.
Portal & SLA setup
Configure customer portal, email ingestion, SLA policies, and assignment rules.
Knowledge base articles
Draft and publish top FAQ articles with search-friendly titles.
Agent training
Hands-on sessions for agents on triage, SLAs, saved replies, and KB linking.
Live support & tuning
Go-live with monitoring; refine rules and KB based on first-month ticket patterns.
Why teams choose us
Differentiators that matter for delivery and long-term ownership.
Self-serve deflection
Knowledge base search recommends relevant articles before customers raise tickets.
Weque deployment
We integrate email channels, configure SLAs for your team size, and migrate existing FAQ content where possible.
Industries & use cases
Where this service pattern fits best.
SaaS & product companies
Technical support with SLA tracking and KB.
Services & agencies
Client request tracking with assignment rules.
Internal IT
Employee helpdesk with categorisation and SLAs.
Tools & technologies
Typical stacks and platforms — aligned to your constraints.
Backend
- Python
Database
- MariaDB / PostgreSQL
Frontend
- Frappe UI
Helpdesk desk UI
- Vue 3 + Vite
Platform
- Frappe Framework
FAQs
Short answers to common questions about this service.
Can customers submit tickets via email?
Yes — configure email ingestion so incoming messages create or update tickets automatically.
Does Helpdesk require ERPNext?
No — Helpdesk runs on Frappe Framework. Install alongside ERPNext or CRM only if you need deeper integrations.
Is there a customer-facing portal?
Yes — customers log in to submit tickets, track status, and search the knowledge base.
Can we migrate from Zendesk or Freshdesk?
We assess export formats during discovery and script imports for tickets, contacts, and KB articles where APIs or CSV exports allow.
Related products
- ERPNext — Accounting, Inventory & Operations100% open-source ERP for accounting, order management, manufacturing, assets and projects — one system for your whole business.
- Frappe LMS — Courses, Batches & CertificationsOpen-source learning management — structured courses, live batches, quizzes, assignments and certificates for training teams.
- Frappe HRMS — Payroll, Attendance & HROpen-source HR and payroll — employee lifecycle, leave, expenses, performance management and mobile app for growing teams.
Next step
Streamline support with Frappe Helpdesk
Tell us your ticket volume, channels (email, portal), and SLA targets — we will propose a Helpdesk rollout.