Settings

The Settings page allows administrators to configure Helpdesk, including email accounts, branding, ticket behavior, team restrictions, search settings, and other system-wide preferences.

Only users with the System Manager role or the Administrator account can access these settings.

Open Settings

1. Click the User dropdown in the sidebar.
2. Select Settings.
3. The Settings dialog opens.

Email Accounts

Email Accounts connect your mailbox with Helpdesk so incoming emails create tickets and outgoing replies are sent using your configured email address.

Add an Email Account

1. Open Settings → Email Accounts.
2. Click Add Account.
3. Select your email provider.
4. Complete the account details.
5. Save the account.

Email Account Fields

• Account Name — A descriptive name such as Support or Sales.
• Email ID — The email address used for the account.
• Password — The application’s password for the email account.
• Enable Incoming — Creates Helpdesk tickets from incoming emails.
• Enable Outgoing — Sends ticket replies from this email account.
• Default Incoming — Sets this as the default mailbox for receiving customer emails. Only one account can be the default.
• Default Outgoing — Sets this as the default sender for outgoing emails. Only one account can be the default.

Edit an Email Account

Click any configured account to update its settings.

Pull Emails

Helpdesk automatically checks incoming mail every 10 minutes.

If Enable Incoming is enabled, you can click Pull Emails to immediately fetch the latest emails instead of waiting for the next scheduled sync.

Branding

The Branding section allows you to personalize your Helpdesk instance.

You can upload a custom:

• Logo
• Favicon

HD Settings

Additional Helpdesk configuration is available through the HD Settings DocType.

To open it:

1. Switch to Desk.
2. Search for HD Settings.
3. Open the document.

Details Tab

Team Restrictions

• Restrict Tickets by Team — Only team members can access tickets assigned to their team.
• Do Not Restrict Tickets Without a Team — Allows unassigned tickets to remain visible to everyone until a team is assigned.

Restrict Agent Assignment to Selected Team

When enabled, tickets can only be assigned to agents who belong to the ticket’s assigned team.

Prefer Knowledge Base

Makes the Knowledge Base the default landing page for customers accessing the Customer Portal.

Ticket Settings

The Ticket tab controls default ticket behavior throughout Helpdesk.

• Default Ticket Type — Automatically selects a ticket type when creating tickets.
• Ticket Type is Mandatory — Requires agents to choose a ticket type.
• Allow Anyone to Create Tickets — Allows ticket creation without additional permissions.
• Enable Feedback for Customer Portal — Requires customers to submit feedback before ticket closure.
• Auto Update Status — Changes the ticket status to Replied when an agent responds.
• Automatically Close Tickets — Automatically closes inactive tickets after a configured period.
• Auto-close Status — Specifies which status starts the auto-close countdown.
• Auto-close After (Days) — Defines how long tickets remain in the selected status before closing automatically.

Email Feedback

Helpdesk can automatically request customer feedback through email after a ticket reaches a specified status.

Enable Email Feedback

1. Open the Ticket tab in HD Settings.
2. Enable Feedback for Email Tickets.
3. Select the status that should trigger the feedback email, such as Resolved or Closed.

When a ticket reaches the selected status, Helpdesk sends a feedback email within the existing email conversation. Customers can submit their rating using the included feedback form.

How Email Feedback Works

• A unique identifier is generated for every ticket.
• The feedback email contains a secure link associated with that ticket.
• After submission, the feedback is automatically linked to the corresponding ticket.

Search Settings

Helpdesk includes configurable search ranking to improve search accuracy for tickets and Knowledge Base articles.

Regenerate Search Index

Click Regenerate Search Index whenever you’ve added new articles or if search results appear outdated.

Search Weighting

You can adjust the importance of different searchable fields.

• Name Weight
• Subject Weight
• Description Weight
• Headings Weight

Higher values increase the relevance of that field during searches.

Dark Mode

Helpdesk supports both light and dark themes.

1. Open the User dropdown.
2. Select Toggle Theme.

Customize Ticket Naming

Ticket IDs can be customized using Frappe’s naming rules.

1. Open the HD Ticket DocType in Desk.
2. Open the ••• menu and select Customize.
3. Open the Details tab.
4. Select the Naming section.
5. Change the naming rule to Expression.
6. Enter a naming expression such as INCD-.#####.

For example:

• INCD-.##### → INCD-00001
• ISS-.### → ISS-001