# Helpdesk

URL: https://docs.hanzo.ai/docs/projects/hanzoai/helpdesk

> Hanzo Help Center — Frappe Helpdesk fork (Base/SQLite, IAM SSO). Second Frappe app proving one-Frappe-core → all-Frappe-apps.

![Frappe Helpdesk logo](https://docs.hanzo.ai/docs/projects/hanzoai/.github/hd-logo.svg)

Frappe Helpdesk

**Customer Service, Made Simple and Effective**

![GitHub release (latest by date)](https://img.shields.io/github/v/release/frappe/helpdesk)
[![codecov](https://codecov.io/github/frappe/helpdesk/branch/develop/graph/badge.svg?token=8ZXHCY4G9U)](https://codecov.io/github/frappe/helpdesk)

[![teableio%2Fteable | Trendshift](https://trendshift.io/api/badge/repositories/12764)](https://trendshift.io/repositories/12764)

![Hero Image](https://docs.hanzo.ai/docs/projects/hanzoai/.github/Hero2.png)

## [Website](https://frappe.io/helpdesk)

[Documentation](https://docs.frappe.io/helpdesk)

## Frappe Helpdesk

Frappe Helpdesk is an 100% open-source Ticket Management tool which helps you  streamline your company's support, offers an easy setup, clean user interface, and automation tools to resolve customer queries efficiently.

### Motivation

Managing issues from our customers was a big challenge for us. We were using the ERPNext support module which was not very good in UI and the UX was also not good. We wanted to have a tool that can be easily integrated with our existing system and can be customized as per our needs. So we decided to build Frappe Helpdesk.

### Key Features

- **Agent and Customer Portal Views**: Dual portals for agents and customers to simplify issue submission and management.

- **Customizable SLAs**: Discover how you can set and track SLAs for better response times.

- **Assignment Rules**: Custom auto-assignment of tickets based on priority, issue type, or workload.

- **Knowledge Base**: Learn how to create and manage help articles to empower users and reduce tickets.

- **Saved Replies**: Pre-written replies for common queries to ensure quick and consistent communication.

**View Screenshots**

Agent List View

![Agent List View](https://docs.hanzo.ai/docs/projects/hanzoai/.github/AgentListView.png)

Upload articles and let your customer solve their queries through the Knowledge Base.

![Knowledge Base](https://docs.hanzo.ai/docs/projects/hanzoai/.github/KB.png)

With advanced search, your customers will be recommended relevant articles regarding their issue.

![Article Search](https://docs.hanzo.ai/docs/projects/hanzoai/.github/Search2.png)

### Under the Hood

- [**Frappe Framework**](https://github.com/frappe/frappe): A full-stack web application framework written in Python and Javascript.

- [**Frappe UI**](https://github.com/frappe/frappe-ui): A Vue-based UI library, to provide a modern user interface.

## Production Setup

### Managed Hosting

You can try [Frappe Cloud](https://frappecloud.com), a simple, user-friendly and sophisticated [open-source](https://github.com/frappe/press) platform to host Frappe applications with peace of mind.

It takes care of installation, setup, upgrades, monitoring, maintenance and support of your Frappe deployments. It is a fully featured developer platform with an ability to manage and control multiple Frappe deployments.

[![Try on Frappe Cloud](https://frappe.io/files/try-on-fc-black.png)](https://frappecloud.com/helpdesk/signup)

### Self Hosting

Follow these steps to set up Frappe Helpdesk in production:

**Step 1**: Download the easy install script

```bash
wget https://frappe.io/easy-install.py
```

**Step 2**: Run the deployment command

```bash
python3 ./easy-install.py deploy \
    --project=helpdesk_prod_setup \
    --email=your_email.example.com \
    --image=ghcr.io/frappe/helpdesk \
    --version=stable \
    --app=helpdesk \
    --sitename subdomain.domain.tld
```

Replace the following parameters with your values:

- `your_email.example.com`: Your email address
- `subdomain.domain.tld`: Your domain name where Helpdesk will be hosted

The script will set up a production-ready instance of Frappe Helpdesk with all the necessary configurations in about 5 minutes.

## Development Setup

### Docker

You need Docker, docker-compose and git setup on your machine. Refer [Docker documentation](https://docs.docker.com/). After that, follow below steps:

**Step 1**: Setup folder and download the required files

mkdir frappe-helpdesk
cd frappe-helpdesk

# Download the docker-compose file

wget -O docker-compose.yml <https://raw.githubusercontent.com/frappe/helpdesk/develop/docker/docker-compose.yml>

# Download the setup script

wget -O init.sh <https://raw.githubusercontent.com/frappe/helpdesk/develop/docker/init.sh>

**Step 2**: Run the container and daemonize it

docker compose up -d

**Step 3**: The site <http://helpdesk.localhost:8000/helpdesk> should now be available. The default credentials are:

- Username: Administrator
- Password: admin

### Local

To setup the repository locally follow the steps mentioned below:

1. Install bench and setup a `frappe-bench` directory by following the [Installation Steps](https://frappeframework.com/docs/user/en/installation)
2. Start the server by running `bench start`
3. In a separate terminal window, create a new site by running `bench new-site helpdesk.test`
4. Map your site to localhost with the command `bench --site helpdesk.test add-to-hosts`
5. Get the Telephony app. Run `bench get-app https://github.com/frappe/telephony`
6. Get the Helpdesk app. Run `bench get-app https://github.com/frappe/helpdesk`
7. Run `bench --site helpdesk.test install-app helpdesk`.
8. Run `bench build --app helpdesk`
9. Now open the URL `http://helpdesk.test:8000/helpdesk` in your browser, you should see the app running

**For Frontend Development**

1. Open a new terminal session and cd into `frappe-bench/apps/helpdesk/desk`, and run the following commands:
   ```
   yarn install
   yarn dev or yarn dev --host helpdesk.test
   ```
2. Now, you can access the site on vite dev server at `http://helpdesk.test:8080`

**Note:** You'll find all the code related to Helpdesk's frontend inside `frappe-bench/apps/helpdesk/desk`

## Compatibility matrix

| Helpdesk Branch | Compatible Frappe Framework Version |
| --------------- | ----------------------------------- |
| main            | version-15                          |
| main            | version-16                          |
| develop         | develop branch                      |

## Learn and connect

- [Telegram Public Group](https://t.me/frappedesk)
- [Discuss Forum](https://discuss.frappe.io/c/frappehelpdesk/69)
- [Documentation](https://docs.frappe.io/helpdesk)

## Contributing

1. [Issue Guidelines](https://github.com/frappe/erpnext/wiki/Issue-Guidelines)
2. [Report Security Vulnerabilities](https://frappe.io/security)
3. [Pull Request Requirements](https://github.com/frappe/erpnext/wiki/Contribution-Guidelines)
4. [Translations](https://crowdin.com/project/frappe)

[![Frappe Technologies](https://frappe.io/files/Frappe-black.png)](https://frappe.io)

## Links

- [Source](https://github.com/hanzoai/helpdesk)
- Licence: AGPL-3.0