Roles, Agents, and Teams

Frappe Helpdesk uses Roles, Agents, and Teams to control permissions, organize support staff, and distribute tickets efficiently. Understanding how these three concepts work together helps you build a well-structured support process.

While roles determine what users are allowed to do, agents handle support requests, and teams make it easier to distribute tickets automatically.

Understanding Roles

Roles define the permissions and capabilities available to each user in Frappe Helpdesk.

Admin

Administrators have complete access to the Helpdesk system.

They can:

• Access all tickets.
• Manage settings and configurations.
• Create and manage teams.
• Configure workflows and automation.
• Manage users and permissions.

Agent Manager

Agent Managers supervise support operations while also handling customer tickets.

They can:

• Work on support tickets.
• Delete tickets.
• Create custom views.
• Manage public views.
• Manage Knowledge Base articles.
• Access team dashboards and monitor other agents.

Agent

Agents are responsible for resolving customer issues.

They can:

• Work on assigned tickets.
• Create personal custom views.
• Manage private views.
• Create and maintain Knowledge Base articles.
• View their own dashboard and performance information.

Understanding Agents

Agents are the users who respond to customer tickets and provide support.

An agent can:

• Belong to one or more teams.
• Receive tickets directly.
• Receive tickets through team assignment.
• Participate in automatic ticket assignment.

Depending on your Helpdesk configuration, tickets may be assigned manually or automatically using Assignment Rules.

Understanding Teams

Teams (also called Agent Groups in the Ticket View) are collections of agents that simplify ticket distribution.

Each team contains one or more agents responsible for handling a particular category of support requests.

Teams help you:

• Organize support staff by department or expertise.
• Automatically distribute incoming tickets.
• Balance workloads across multiple agents.

Automatic Team Assignment

When a new team is created, Frappe Helpdesk automatically creates an associated Assignment Rule.

Whenever a ticket is assigned to that team, the Assignment Rule selects one of the available team members using the configured assignment method.

Supported assignment strategies include:

• Round Robin.
• Load Balancing.
• Other supported assignment methods.

If you add or remove agents from a team, future ticket assignments automatically reflect the updated team membership.

Default Teams

Frappe Helpdesk creates two default teams during setup.

You can add agents to these teams immediately and begin assigning tickets.

When you change the assigned team for a ticket, Helpdesk automatically reassigns the ticket to an eligible member of the selected team according to the configured Assignment Rule.

Create Custom Assignment Logic

For more advanced workflows, you can create your own assignment logic using Server Scripts.

Server Scripts allow you to automatically assign tickets based on business-specific conditions, such as:

• Priority.
• Customer type.
• Region.
• Product.
• Department.
• Any other ticket field.

For example, tickets can be routed to different teams based on their priority level.

if doc.priority == "Low":
    doc.agent_group = "Team A"
else:
    doc.agent_group = "Team B"

In this example, low-priority tickets are assigned to Team A, while all other tickets are automatically routed to Team B.

Best Practices

• Assign roles based on each user’s responsibilities.
• Group agents into teams based on products, departments, or expertise.
• Use automatic assignment to distribute workloads fairly.
• Review team memberships regularly as your support organization changes.
• Use Server Scripts only when built-in Assignment Rules cannot meet your business requirements.