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The same four emails, twice. Once in a shared inbox, once on a desk where each has an owner and a deadline.
Everyone thought someone else had replied.
#4127 · Cannot log in since the update4 h target
SLA
Every ticket carries its own clock. The desk warns the team lead while there is still an hour to act, not in Friday’s review.
Knowledge base
Write the answer once. Customers find it themselves, at any hour, and your agents get the problems that need a person.
help.yourcompany.in
Three steps, with screenshots. Most people are back in within a minute.
Answered at 11 p.m. No ticket raised.
Who came to us with this
A legal request is captured, matched to the right adviser and tracked to close, with nothing falling into an inbox.
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Plain questions about your team, your customers and your channels. The figure appears before anyone calls you.
More detail
| Capability | What it does for you |
|---|---|
| Tickets | Capture requests from email and a customer portal into one queue, each with an owner and status. |
| SLA management | Define response and resolution targets; the desk tracks, escalates and flags breaches. |
| Agents & teams | Route and assign tickets to the right agent or team, with workloads in view. |
| Knowledge base | Publish self-service articles so customers solve common issues without raising a ticket. |
| Email & portal | Customers raise and follow tickets by email or through a branded support portal. |
| Customer ratings | Capture satisfaction feedback on resolved tickets to measure and improve service. |
Tickets, SLA management, agents/teams, knowledge base, the customer portal and ratings are native to Frappe Helpdesk — proven and ready to deploy. Where you need more — tight links to your ERPNext customer and order records, custom escalation rules, WhatsApp/SMS channels, or field-service workflows — we build it cleanly on the Frappe framework as part of ERPNext customisation. We'll always be clear about what's native and what's custom development.
The fastest ticket is the one your customer never has to raise. Acube can put an AI chatbot in front of your helpdesk to answer common questions instantly from your knowledge base — and hand off cleanly to a human agent the moment it should. We do it the safe way: start with one well-scoped set of FAQs, prove the deflection rate on your own content, then expand — with a human always in the loop.
Imagine a chunk of your repeat questions answered in seconds, around the clock, while your agents spend their day on the problems that actually need a person. That's a leaner desk and a faster customer — at the same time.
Every missed ticket is a customer quietly deciding not to come back — and acquiring a replacement costs far more than keeping the one you had. Breached SLAs erode trust with exactly the accounts you can least afford to lose. Repeat questions burn your most experienced agents on work a knowledge base or chatbot could handle. And with no metrics, you can't staff to demand, coach the right people, or prove your service to a prospect. A tracked, SLA-driven desk — especially with AI deflection — turns support from a churn risk into a retention engine, on a platform you already own.
What it costs to put in depends on how many agents you have, how customers reach you, and how many people need to be on it. The calculator on this page asks about exactly those, and gives you a figure before anyone calls you.
Support and customer-success heads, COOs and owners at SaaS and technology companies, service businesses, and any organisation running AMC, warranty or post-sales support across India. It's especially powerful for Technology & SaaS teams who need to prove SLAs to their own customers.
We build the operational systems behind organisations that can't afford dropped balls — among 200+ organisations served since 2011, including flagship operations such as Kochi Metro Rail (KMRL) and fintech client BitSave. Read the full case studies →
Yes — define response and resolution targets, and Frappe Helpdesk tracks them, escalates ageing tickets and flags breaches before they happen.
Yes — customers raise and follow tickets through a branded portal, and a built-in knowledge base lets them solve common issues themselves.
Yes — because it runs on the same Frappe stack, agents can see customer context, and deeper links are added via customisation.
Yes — we layer an AI chatbot over your knowledge base to deflect routine questions and hand off to agents when needed, starting narrow and proving the deflection rate first.
Email and the portal are native; WhatsApp/SMS channels and other integrations are added as ERPNext customisation, and we'll be clear on what's native versus custom.
This is the software your team uses to support your customers. ERPNext Support is the AMC and managed support we provide for your ERP. Many clients use both.
Yes — workload, ticket ageing and CSAT ratings give you the metrics to staff, coach and report on service quality.
No — Frappe Helpdesk can run as a focused support desk, and becomes richer once connected to your live ERPNext customer and order data.
It depends on how many agents you have, how customers reach you, and how many people need to be on it, which is why the figure on this page comes from a two-minute set of questions rather than a brochure. The estimate is a range; a quotation is a fixed price we sign after a short call about the detail.