Creating Tickets

Once you have configured your Email Account, you’re ready to start managing support requests in Frappe Helpdesk. The Ticket List is the central place where agents can view, create, and manage all support tickets.

After signing in, you will typically land on the Ticket List page (/helpdesk/tickets), where all existing tickets are displayed.

Ways to Create Tickets

Tickets can be created through any of the following channels:

• Email
• Customer Portal
• Agent Portal

Create Tickets from Email

If your email account has been configured as an Incoming or Default Incoming account, every email received at that address is automatically converted into a support ticket.

Frappe Helpdesk checks your mailbox approximately every 10 minutes and imports new emails as tickets.

This allows customers to create support requests simply by sending an email to your support address.

Create Tickets from the Customer Portal

Customers can log in to the Customer Portal to create and manage their own support tickets.

Agents and administrators can also access the Customer Portal to submit tickets on behalf of customers.

To create a ticket:

1. Open the Customer Portal.
2. Navigate to /helpdesk/my-tickets.
3. Click New.
4. Enter the required ticket information.
5. Click Submit.

Customers who log in are automatically directed to the Customer Portal, where they can create new tickets and track existing ones.

Create Tickets from the Agent Portal

Support agents can manually create tickets for requests received through phone calls, chats, or other communication channels.

To create a ticket from the Agent Portal:

1. Click the Create button in the top-right corner.
2. You will be redirected to the New Ticket page (/helpdesk/tickets/new).
3. Enter the Subject of the ticket.
4. Add the ticket description using the Rich Text Editor.
5. Click Submit to create the ticket.

You can also use the keyboard shortcut Ctrl + Enter (Windows/Linux) or Command + Enter (macOS) to submit the ticket.

After submission, you are automatically redirected to the newly created ticket.

Email Notifications

Frappe Helpdesk automatically keeps agents informed about ticket activity through email notifications.

Agents receive notifications when:

• A ticket is assigned to them.
• A customer replies to one of their assigned tickets.

Best Practices

• Write clear and descriptive ticket subjects.
• Include all relevant details when describing an issue.
• Attach supporting files or screenshots whenever necessary.
• Use the appropriate ticket creation channel based on the customer’s preferred communication method.
• Review new tickets regularly to ensure timely responses.