Customers

A Customer represents an organization or company in Frappe Helpdesk. Customers help you organize multiple contacts under a single business entity, making it easier to manage support requests, permissions, reporting, and collaboration for an entire organization.

Each customer can have multiple contacts, allowing different members of the same organization to raise and manage support tickets while maintaining a centralized support history.

Creating a Customer

To create a new customer:

1. Open the Customers page from the sidebar.
2. Click Create.
3. Enter the customer details.
4. Optionally add the primary contact information.
5. Click Create.

If primary contact information is provided, Helpdesk automatically creates the contact, links it to the customer, and sends an invitation email.

Customer Information

Each customer record stores important organizational information, including:

• Company name
• Logo
• Customer type
• Website or domain
• Country
• Primary email address
• Primary phone number

The displayed email address and phone number are taken from the customer’s primary contact.

Customer Overview

Opening a customer provides a complete overview of the organization’s support activity.

The top section displays:

• Customer logo and name
• Domain
• Primary email
• Primary phone number
• Country

This gives agents immediate access to the organization’s essential contact information.

Managing Customers

Use the Edit button or the More (⋯) menu to manage customer information.

You can:

• Edit company details.
• Change the customer type.
• Update the company logo.
• Modify the domain or country.
• Delete the customer.

Unsaved changes are indicated with an Unsaved badge until you click Save.

Customer Analytics

The Analytics section provides a quick overview of support performance for the customer.

Available metrics include:

• Average feedback rating
• Number of failed SLAs
• Average first response time
• Average resolution time

These metrics help support teams understand service quality and identify customers that may require additional attention.

Viewing Tickets

The Tickets tab displays every ticket associated with the customer.

Agents can:

• Search tickets by ID or subject.
• Filter tickets by status.
• Filter tickets by priority.
• Filter tickets by contact.
• Open tickets directly from the list.

This provides a complete support history for the organization in one place.

Managing Customer Contacts

The Contacts tab lets you manage everyone associated with the customer.

From here you can:

• Invite new or existing contacts.
• Assign user roles.
• Promote contacts to managers.
• Set a primary contact.
• Remove contacts from the customer.
• View pending invitations.

Contact Roles

Helpdesk supports two customer roles:

• HD Customer — Can create and manage only the tickets they have raised.
• HD Customer Manager — Can view all tickets belonging to the organization and manage other customer managers.

A customer can have multiple managers, making it easy to distribute administrative responsibilities across the organization.

Primary Contact

One contact can be designated as the Primary Contact.

The primary contact:

• Appears at the top of the customer profile.
• Provides the customer’s primary email and phone number.
• Is always assigned the Customer Manager role.

Inviting Contacts

When inviting contacts, Helpdesk checks whether the email address already exists.

• If the contact already exists, it is linked to the customer.
• If it does not exist, Helpdesk creates a new contact and sends an invitation email.

Pending invitations can be viewed and revoked at any time.

Deleting Customers

Customers can be permanently removed when they are no longer required.

During deletion, administrators can choose whether to:

• Delete only the customer.
• Delete both the customer and all associated tickets.

If the tickets are retained, they remain in Helpdesk but are no longer linked to any customer.

Working with Multiple Customers

A single contact can belong to multiple customer organizations.

When such a contact creates a ticket through the Customer Portal, Helpdesk requires them to select which customer the ticket belongs to before submitting it.

This ensures every ticket is associated with the correct organization and follows the appropriate support workflow.

Best Practices

• Create a customer record for every organization you support.
• Assign at least one Customer Manager for each organization.
• Keep the primary contact information up to date.
• Group related contacts under the same customer for better reporting.
• Use customer analytics to monitor SLA performance and customer satisfaction.