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Customer messaging platform with live chat, shared inbox, knowledge base, and AI chatbot
Frappe Helpdesk
Open-source ticket management for streamlined customer support
100% open-source helpdesk software with dual portals, customizable SLAs, auto-assignment rules, knowledge base, and canned responses for efficient customer service.
Overview
Modern Customer Service Platform
Frappe Helpdesk is a 100% open-source ticket management solution designed to streamline customer support operations. Built on the Frappe Framework with a Vue-based frontend, it delivers a clean, modern interface that addresses the limitations of legacy support modules.
Core Capabilities
The platform features dual portals for agents and customers, simplifying issue submission and resolution workflows. Customizable SLAs enable teams to track and meet response time commitments, while intelligent assignment rules automatically route tickets based on priority, issue type, or workload distribution. The integrated knowledge base empowers customers to self-serve, reducing ticket volume, and canned responses ensure consistent, rapid communication for common queries.
Deployment Options
Teams can deploy via managed hosting on Frappe Cloud for turnkey operation, or self-host using the provided easy-install script that provisions a production environment in approximately five minutes. Docker and local development setups support customization and extension. Compatible with Frappe Framework version-15 and above, Frappe Helpdesk serves organizations seeking a customizable, modern alternative to proprietary helpdesk platforms.
Highlights
Dual agent and customer portals with intuitive Vue-based interface
Customizable SLAs and intelligent auto-assignment rules
Integrated knowledge base with advanced article search and recommendations
Canned responses for consistent, rapid query resolution
Pros
- 100% open-source with AGPL-3.0 license for full transparency
- Modern Vue 3 frontend with clean, responsive user experience
- Built on extensible Frappe Framework for deep customization
- Multiple deployment options including managed cloud and self-hosting
Considerations
- Requires Frappe Framework familiarity for advanced customization
- Smaller ecosystem compared to established commercial helpdesk platforms
- Self-hosting demands infrastructure and maintenance expertise
- Limited third-party integrations compared to mature alternatives
Managed products teams compare with
When teams consider Frappe Helpdesk, these hosted platforms usually appear on the same shortlist.
Looking for a hosted option? These are the services engineering teams benchmark against before choosing open source.
Fit guide
Great for
- Teams already using Frappe/ERPNext seeking integrated support tools
- Organizations requiring full control and customization of helpdesk workflows
- Companies prioritizing open-source solutions and data sovereignty
- Development teams comfortable with Python and Vue.js stacks
Not ideal when
- Enterprises needing extensive pre-built third-party integrations
- Teams without technical resources for self-hosted deployment
- Organizations requiring immediate enterprise-grade support SLAs
- Users seeking plug-and-play SaaS with zero configuration
How teams use it
SaaS Customer Support
Reduce response times with auto-assignment rules and canned responses while tracking SLA compliance across support tiers
Internal IT Helpdesk
Streamline employee issue resolution with knowledge base self-service and automated ticket routing by department or priority
E-commerce Order Support
Manage customer inquiries efficiently with dual portals and integrate seamlessly with existing Frappe-based systems
Product Feedback Management
Centralize user-reported issues and feature requests with customizable workflows and agent collaboration tools
Tech snapshot
Vue65%
Python23%
TypeScript8%
JavaScript2%
HTML1%
Shell1%
Frequently asked questions
What is the licensing model for Frappe Helpdesk?
Frappe Helpdesk is licensed under AGPL-3.0, making it 100% open-source with full access to source code for modification and distribution.
Can I use Frappe Helpdesk without technical expertise?
Yes, via Frappe Cloud managed hosting which handles installation, upgrades, and maintenance. Self-hosting requires familiarity with Docker or Linux server administration.
Which Frappe Framework versions are compatible?
The main branch requires Frappe Framework version-15, while the develop branch tracks the latest Frappe development branch.
How long does production deployment take?
Using the easy-install script, a production-ready instance deploys in approximately 5 minutes with Docker and basic server configuration.
Does it integrate with ERPNext or other Frappe apps?
Yes, Frappe Helpdesk is built on the Frappe Framework and designed to integrate seamlessly with ERPNext and other Frappe ecosystem applications.
Project at a glance
Active- Stars
- 2,869
- Watchers
- 2,869
- Forks
- 672
LicenseAGPL-3.0
Repo age4 years old
Last commit7 hours ago
Self-hostingSupported
Primary languageVue
Last synced 4 hours ago