Email Communication

Frappe Helpdesk allows support agents to send and receive emails directly from the Ticket page. Every email conversation is automatically linked to the ticket, giving your team a complete communication history in one place.

Incoming and outgoing emails are stored within the ticket timeline, making it easy for agents to track conversations without switching between applications.

Sending Emails

Agents can communicate with customers directly from the Ticket page without leaving Helpdesk.

1. Open the required ticket.
2. Click the Reply button at the bottom of the page.
3. Compose your email.
4. Click Submit to send the email.

Email Composer

The email composer provides all the standard email fields required for customer communication.

• Subject — Add a meaningful subject line.
• To — Specify the recipient’s email address.
• Cc — Include additional recipients who should receive a copy.
• Bcc — Send hidden copies without exposing recipient addresses.
• Message Body — Write and format your email.
• Attachments — Upload files when required.

Using Saved Replies

To speed up communication, agents can insert pre-configured Saved Replies directly into the email editor.

1. Click the Saved Reply icon inside the reply editor.
2. Select the required template.
3. Edit the message if necessary.
4. Send the email.

Saved Replies help maintain consistency while reducing repetitive typing for frequently asked questions.

Viewing Email Conversations

Every email sent or received for a ticket is automatically recorded within that ticket.

Agents can review the complete conversation history, making it easier to understand previous discussions and continue customer communication without missing context.

Email Account Setup

Helpdesk supports syncing external email accounts so agents can send and receive emails directly through the system.

Email Accounts are managed from the Email Account DocType available in Desk.

Prerequisites

• Create an Email Domain unless your provider supports automatic configuration.
• Have valid email credentials available.
• Ensure at least one incoming and one outgoing account are configured.

Creating an Email Account

1. Open Email Account from Desk.
2. Click New.
3. Enter the email address.
4. Enter the account password.
5. Save the document.

If the credentials are correct, Helpdesk automatically synchronizes the mailbox.

Additional Email Account Options

• Use Different Email Login ID — Authenticate using an alternate login while sending emails from the configured address.
• Awaiting Password — Create the account without a password so the assigned user can enter it later.
• ASCII Password Encoding — Enable ASCII encoding for email passwords when required by the provider.

Benefits

• Manage customer communication without leaving Helpdesk.
• Maintain a complete email history for every ticket.
• Improve response consistency using Saved Replies.
• Support multiple incoming and outgoing email accounts.
• Keep all customer conversations centralized within tickets.

Best Practices

• Use descriptive subject lines for better conversation tracking.
• Use Saved Replies for common responses while personalizing them when needed.
• Configure separate incoming and outgoing accounts where appropriate.
• Review previous email history before responding to customers.
• Use attachments only when necessary to keep emails concise.