Find your fit
Who it is for
A support team moving from a shared inbox can connect one support address, turn customer emails into assigned tickets and keep replies in the same thread. A fictional email exchange is a useful first test before forwarding a live mailbox.
A manager who needs handoffs can group agents into teams, add conditional routing and set SLA targets. Check a test ticket at each priority and outside working hours; unmatched policies leave no target.
An organization wanting self-service can publish help articles and let customers follow tickets in a portal. Confirm article access and search behavior: portal suggestions depend on RediSearch and publication settings.
The work it supports
Core capabilities
Connect a support email account for incoming and outgoing mail or accept tickets from the customer portal. The setup guide recommends a dedicated address and a harmless back-and-forth test before the mailbox is used for real cases.
Work inside a ticket with the email thread, assignee and SLA timer together. Agents can email customers with Reply or leave team-only comments and teammate mentions for internal coordination.
Invite agents with Agent, Manager or Admin roles, then place them in teams. Basic team assignment rotates work; further rules can apply conditions and choose turn-taking or the least-loaded agent.
Set first-response and resolution targets by priority, with business hours and holidays affecting the timer. Inspect representative tickets because a ticket without a matching SLA has no displayed target.
Use Away status to keep routing from assigning to an absent agent. Acknowledgement email and automatic status movement after replies are separate switches that the setup guide says start off.
Save repeated answers as replies and decide whether sending one should also change ticket fields. Use the knowledge base for longer articles that agents can link in replies.
Set article visibility and the overall public knowledge base setting deliberately. Customers may see suggested articles in the portal, but search and suggestions need RediSearch on the Redis cache server.
Give customers a portal to raise and follow their own requests. Test with a fictional customer identity to check what ticket details and articles are visible outside the agent portal.
Understand the offer
Pricing and getting started
Self-hosted Frappe Helpdesk is AGPL-3.0 software installed on your server. This route separates software use from Frappe Cloud hosting, while leaving infrastructure, updates and administration with your team.
Frappe Cloud offers Sites and Servers hosting options tied to computing needs and says it does not charge per user. Its pricing FAQ lists unlimited tickets, agents and customers; verify current capacity, currency, hosting support and any partner service terms before purchase.
Look a little closer
Before you choose
Before switching a live support address, send fictional email both ways, verify one ticket contains the conversation, then confirm acknowledgement and status automation behave as intended.
Create sample tickets for several priorities and teams to check assignment, Away behavior, working-hour SLA timing and the no-policy case. These controls affect what the team sees as due next.
Publish a harmless knowledge article and check it as an agent, a signed-in customer and a visitor. Confirm category-level access, public knowledge base setting and RediSearch availability before treating article suggestions as reliable.
Choose between self-hosting and Frappe Cloud by comparing your operations capacity, selected compute tier and support needs. Partner consultation and functional help should be confirmed separately from hosting-related support.
9 distinct sources behind this profile. Research observed Oct 27, 2026. Features and offers can change.
View sources and research →
