Setting Up
This guide will walk you through the setup process for your Frappe Helpdesk after installation. You'll learn how to configure essential elements, import data, and access your Helpdesk portal.
Choosing your deployment option
Frappe Helpdesk offers two deployment options:
Frappe Cloud: Experience a hassle-free setup with Frappe Cloud. Your Helpdesk will be ready to use in minutes, eliminating the need for local installation. link
Self-Hosting using Bench & Docker: For those seeking greater control, self-hosting your Helpdesk using Bench and Docker provides a customizable environment. link
Navigating your workspace
Once you've set up your Helpdesk, you'll land on the Frappe Helpdesk workspace. This central hub provides easy access to all the essential setup tools.
Master Data: Manage core Helpdesk elements like Tickets, Teams, Agents, Canned Responses, Knowledge Base, and Contacts. Create and customize these masters to fit your specific support process.
SLA and Assignment Rules: Define service level agreements (SLAs) for timely Ticket Response and Resolution times. Set up assignment rules to automatically assign agents to the appropriate tickets.
Dependent Meta: Configure additional details related to your masters, such as Ticket Statuses, Ticket Priorities, Holiday List, etc. These help categorize and track progress through your support pipeline.
Data population
There are two ways to populate your Helpdesk with data:
Manual Entry: Manually add data for each master record directly within the system.
Data Import: Utilize the framework's data import feature to efficiently import data from Excel or CSV files. This saves time and ensures accuracy.
Adding users
Don't forget to create user accounts from the User Master section. This grants access to your CRM to team members who will be using the system.
Accessing your Helpdesk portal
The "Visit Helpdesk" link provides access to your agent/customer-facing portal. Here, agents/customers can work on their tickets, creating a seamless support experience.
Start your support journey
With your Frappe Helpdesk set up, you're now ready to manage tickets and collaborate with your team to achieve your support goals.