Ticket

How Frappe Helpdesk Works

Frappe Helpdesk operates on the principle of ticket management, where every customer issue is recorded as a ticket that goes through various stages until it is resolved.

Ticket: -

A ticket refers to a record of a customer support request. It represents an issue, query, or task that needs resolution or attention from the support team.

Below is a step-by-step explanation of how it works:

1. Ticket Creation:

1. Sources:
• Email: Automatically converts incoming emails into tickets.
• Portal: Customers can raise tickets directly through a web portal.
• Manual: Support agents or employees can manually log tickets.
2. Details Captured:
• Subject and description of the issue.
• Customer details (e.g., name, email, contact number).
• Priority (e.g., Low, Medium, High, Critical).
• Ticket type or category (e.g., Technical Issue, Billing Query, Feature Request).

2. Ticket Assignment:

1. Tickets can be assigned automatically using rules based on:
• Department or team (e.g., IT, Sales Support).
• Priority or category of the ticket.
2. Agents can also manually assign tickets to themselves or others.

3. Ticket Processing:

• Agents analyse the issue, communicate with the customer, and work on resolving it.
• Conversations are logged in the ticket, ensuring all interactions are documented.

4. Service Level Agreement (SLA) Enforcement:

• SLAs define the time limits for response and resolution based on the ticket’s priority.
• Breached SLAs trigger automated escalation, such as notifying managers or reassigning the ticket.

5. Resolution and Closure:

• Once resolved, the ticket is updated with the solution provided.
• Customers may verify the resolution, after which the ticket is marked as closed.
• Closed tickets are archived for future reference and analytics.

Lifecycle of a Ticket in Frappe Helpdesk

1. Open
• A new ticket is created and logged in the system.
• Assigned to the relevant team or agent.
2. In Progress
• The ticket is being actively worked on by the assigned agent.
• Communication with the customer occurs during this phase.
3. Resolved
• The agent resolves the issue and updates the ticket with the solution provided.
4. Closed
• Once the customer confirms the resolution, the ticket is marked as closed.
• Archived for future reference or audit.
5. Escalation (if necessary)
• If a ticket remains unresolved beyond the SLA, escalation rules come into play.

Steps to create a ticket in Frappe Helpdesk

1. Through the Helpdesk Portal (Web Interface)

• Step 1:Go to the Helpdesk portal or the support page of the company website (if integrated).
• Step 2:Look for the "Create Ticket" or "Submit a Request" button.
• Step 3:Fill out the required information such as:
• Issue description
• Priority level
• Contact information (name, email, etc.)
• Any attachments, if necessary
• Step 4:Click Submit to create the ticket.The user will receive a confirmation email with ticket details.

2. Via Email

• Step 1:Send an email to the support email address configured in Frappe Helpdesk.
• Step 2: In the subject line, provide a brief description of the issue, and in the body, explain the problem in detail.
• Step 3:If the system is set up to automatically create tickets from emails, Frappe Helpdesk will automatically create a new ticket based on the received email and send the user a confirmation.

3. Via Integrated Forms

• Step 1: If the company has integrated forms (like Google Forms or custom forms), users can fill them out to create a ticket.
• Step 2:After submission, the form triggers the creation of a ticket in Frappe Helpdesk, and the user receives a confirmation.