Frappe Helpdesk
Frappe Helpdesk is an open-source, cloud-based customer support system designed to streamline ticketing, automate issue resolution, and enhance customer communication. With features like multi-channel support, SLA tracking, and real-time analytics, businesses can efficiently manage queries, improve response times, and deliver exceptional customer service. Fully customizable and seamlessly integrated with other systems, it ensures a scalable and cost-effective support experience
Smart Ticket Management
Streamline customer support with an automated ticketing system that organizes, categorizes, and prioritizes incoming queries. Support teams can assign tickets to the right agents, track progress in real-time, and set priorities based on urgency. With an intuitive dashboard, businesses can ensure no customer request goes unnoticed, leading to faster response times and better service quality.
SLA & Response Time Tracking
Define service level agreements (SLAs) to set expectations for response and resolution times. Automated reminders and escalations help ensure that issues are addressed within the agreed time frame, reducing delays and improving customer satisfaction. Businesses can also analyze SLA compliance to refine support strategies and maintain high service standards.
Knowledge Base & Self-Service Portal
Reduce the volume of repetitive queries by offering a self-service portal where customers can find FAQs, troubleshooting guides, and step-by-step solutions. This empowers users to resolve minor issues on their own, decreasing the dependency on support teams while enhancing the overall customer experience.
Reporting & Analytics
Monitor support performance with real-time reports and analytics that provide insights into ticket resolution times, agent efficiency, customer satisfaction trends, and common issues. These insights help businesses identify bottlenecks, optimize support workflows, and make data-driven improvements to enhance service quality and efficiency.
