Frappe Helpdesk User Manual

Introduction

Frappe Helpdesk is a customer support management system that allows businesses to manage customer tickets efficiently. The system helps to track, prioritize, and resolve support requests while ensuring clear communication with customers. This manual provides guidance on configuring, setting up, and using the Frappe Helpdesk module.

Getting Started with Frappe Helpdesk

1. Accessing the Helpdesk Module

Login: To begin using the Helpdesk, log in to your Frappe account using your credentials.
Navigating to Helpdesk: From the home page or the dashboard, select the Helpdesk module from the list of available modules.

2. Overview of Helpdesk Dashboard

The Helpdesk Dashboard provides a quick overview of all support requests, ticket statuses, and key metrics, such as: - Active, open, and closed tickets. - Search bar for quick ticket lookup. - Ticket categories and filters for efficient management. - Report links for detailed ticket analysis.

Helpdesk Configuration and Setup

To get the most out of the Helpdesk module, you need to configure the settings appropriately. This section covers the basic steps for setting up the Helpdesk in Frappe.

1. Setting up Helpdesk Settings

To configure Helpdesk settings, follow these steps: - Go to Helpdesk Settings: Navigate to the Helpdesk Settings by going to Helpdesk → Settings → Helpdesk Settings. - Configure Default Values: - Default Ticket Category: Set the default category for new tickets (e.g., General, Technical, Sales). - Default Priority: Define the default priority for new tickets (Low, Medium, High). - Support User Permissions: Configure which users can create, manage, or close tickets. You can assign different roles like Support User, Helpdesk Manager, or Administrator to different employees.

2. Configure Ticket Types and Categories

Navigate to Helpdesk → Ticket Types: Here, you can create custom Ticket Types based on the types of issues your organization handles (e.g., Billing, Technical Support, Inquiry).
Navigate to Helpdesk → Product: You can also define product categories for tickets, such as Software Issues, Hardware Issues, etc. This allows you to filter tickets based on the category for easier tracking.

3. SLA Configuration

If you want to track service level agreements (SLA) for your tickets, you need to configure SLAs: - Go to Helpdesk → SLA. - Set the SLA Rules based on ticket priorities or types. - Define SLA Targets such as: - Response Time: How quickly a support agent must respond to the ticket. - Resolution Time: The maximum time allowed to resolve the ticket.

4. Email Notifications Configuration

Email Settings: Set up email notifications for customer and internal communication. Go to Settings → Email Accounts to configure the email accounts used for notifications.
Notification Preferences:
- Enable notifications for events like Ticket Creation, Ticket Assignment, Ticket Status Change, etc.
- Customize the email templates if necessary to match your company’s tone and branding.

5. Create Custom User Roles and Permissions

To configure roles and permissions for users within the Helpdesk module: - Navigate to Users and Permissions → Role Permissions Manager. - Assign specific permissions for Support Users, Managers, or Admins based on your needs. - Support Users: Typically have permissions to create, update, and resolve tickets. - Managers/Admins: Have full access, including creating tickets, assigning users, and configuring settings.

Creating a New Helpdesk Ticket

1. Ticket Creation

To create a new helpdesk ticket: - Go to the Helpdesk module. - Click the New Ticket button. - Enter the following information in the Ticket Creation Form: - Customer: Select the customer or client from the dropdown (or create a new customer if necessary). - Issue Type: Select the type of issue (e.g., Technical, Billing). - Priority: Set the priority of the ticket (Low, Medium, High). - Title: Provide a short summary of the issue. - Description: Provide a detailed explanation of the issue or request. - Add attachments if necessary (e.g., screenshots, documents). Once all the details are filled, click Submit to create the ticket.

Managing Helpdesk Tickets

1. Viewing Existing Tickets

Search: Use the Search bar to quickly locate tickets by customer name, ticket ID, or issue description.
Filters: Filter tickets by status, priority, assigned user, etc., to easily track specific tickets.

2. Updating a Ticket

To update a ticket: - Open the ticket you want to update. - Modify fields such as Status, Assigned To, and Priority. - Add internal comments or notes regarding the ticket's progress or resolution. - If the issue is resolved, change the status to Closed.

3. Ticket Actions

Assigning Tickets: Assign a ticket to a support team member for resolution.
Reopening Tickets: If a customer reports that an issue was not resolved, you can reopen the ticket from the Closed status to Open or In Progress.

Managing Support Teams and Users

1. Roles and Permissions

Support User: Can view, create, and manage tickets.
Manager/Admin: Has full control, including managing users, setting up SLAs, and configuring the Helpdesk system.

2. Assigning Tickets to Team Members

Tickets can be assigned to specific team members from the Assigned To field in the ticket. This ensures that the correct person or team handles each ticket.

Tracking and Reporting

1. Helpdesk Reports

The Helpdesk module provides insightful reports to track performance, such as: - Ticket Performance Report: Metrics like average resolution time and number of tickets resolved. - Ticket Status Overview: Summary of open, in-progress, and closed tickets. - SLA Compliance: Track whether SLAs are being met for tickets.

2. Exporting Data

Reports can be exported to CSV or PDF formats for further analysis or sharing with stakeholders.

Email Notifications and Alerts

1. Notification Setup

To configure email notifications: - Go to Settings → Notification Settings. - Configure when to send email notifications for events like: - New Ticket Created - Ticket Assignment - Ticket Status Change - Customer Replies

2. Email Communication

Internal Comments: Support agents can leave internal comments without sending emails to the customer.
Customer Communication: Communicate with customers directly from the ticket page by replying in the comment section, which triggers an email notification to the customer.

Best Practices for Using Frappe Helpdesk

1. Stay Organized with Categories

Organize tickets into categories such as Technical Issues, Sales Queries, etc., to easily filter and prioritize them.

2. Set SLAs

Define clear SLAs for response and resolution times to manage customer expectations and ensure timely service.

3. Review Tickets Regularly

Ensure that tickets are reviewed frequently, especially high-priority tickets or those nearing their due date.

FAQs

Q: How do I close a ticket?

To close a ticket: - Open the ticket. - Change the Ticket Status to Closed. - Add a resolution note if necessary.

Q: Can I reopen a closed ticket?

Yes, tickets can be reopened by changing their status from Closed to Open.

Q: How can I track ticket performance?

You can track ticket performance via the Helpdesk Reports section, which provides insights into ticket resolution times and SLA compliance.

Conclusion

Frappe Helpdesk offers a powerful and customizable solution for managing customer support. With the ability to create, manage, and track tickets, along with comprehensive reporting and notification features, your team can provide excellent customer support. This manual should guide you through both configuring and using the system, ensuring smooth operations.