Other Features

1.Email Communication

This feature allows you to seamlessly exchange emails with your customers directly from the Ticket page within the system. All email interactions are conveniently stored and accessible, promoting efficient communication and record-keeping.

➤ Setting Up Email Communication

1.Configure Email Accounts:

1. Go to Email Account Settings in Frappe Helpdesk.
2. Add your support email (e.g., support@example.com) and configure:
   • Incoming Mail Server (IMAP).
   • Outgoing Mail Server (SMTP).
   • Authentication credentials.
3. Test the connection to ensure proper setup.

2. Email Templates:

1. Navigate to Email Templates.
2. Create templates for common scenarios such as:
• Acknowledgment of ticket creation.
• Updates on ticket progress.
• Resolution confirmation.
3. Use placeholders (e.g., {{ ticket_id }}, {{ customer_name }}) to personalize templates.

3. Automate Replies:

1. Enable automatic responses for actions like:
• Confirming ticket creation.
• Sending follow-ups for pending customer replies.
• Notifying about SLA breaches.

2. Comment

The comment feature allows internal communication and information sharing related to tickets. It facilitates collaboration among agents by providing a dedicated space to discuss, track progress, and share details.

➤ Key Features

• Communication: Engage in discussions with other agents regarding tickets.
• Mentions: Use the "@" symbol followed by a username to notify specific agents about important updates or require their input within a comment.
• Storage: Store relevant details about the ticket within the comments section for easy reference. This can include notes from conversations, action items, or crucial milestones.

3.Notification

Stay informed about important activities within your Helpdesk system using the Notifications feature. This page serves as a central hub for all your Helpdesk-related alerts and updates.

➤Accessing Notifications

• Locate the Notifications option in the sidebar.
• Click to open the Notifications Panel.

➤ Managing Notifications

Within the Notifications Panel, you can perform the following actions:

• Open a Notification: Click on an individual notification to view the specific comment or activity it refers to. This action will also mark the notification as read.
• Mark All as Read: Click the dedicated button at the top of the panel to mark all your current notifications as read.

4.Assignment Rule:

An Assignment Rule in Frappe Helpdesk automates the process of assigning tickets to agents or teams based on pre-defined conditions. This ensures that tickets are distributed efficiently, reducing response time and improving overall productivity.

➤ Key Features of Assignment Rules

• Automated Assignment:Automatically assigns tickets to agents or teams based on conditions like ticket type, priority, or customer.
• Load Balancing:Distributes tickets evenly among agents to avoid overloading any individual.
• Skill-Based Routing:Assigns tickets to agents with specific expertise relevant to the issue.
• Round-Robin Assignment:Ensures that tickets are distributed in a rotational manner among available agents.
• Escalation Integration:Combine with SLA policies to reassign or escalate tickets if initial assignments are not handled promptly.