# Frappe Helpdesk Reviews **Vendor:** Frappe Technologies Private Limited **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.6/5.0 **Total Reviews:** 5 ## About Frappe Helpdesk Frappe Helpdesk is a well designed, open source ticketing system that manages all your interactions from one place. It provides all the tools to provide customer support and helps you engage in meaningful conversations to resolve customer queries efficiently. It is used for organising incoming customer queries into tickets and making it easier for your team to manage those requests and interface with requesters to provide assistance. It works like using basic email services (i.e, Gmail, Outlook, etc) but has additional features to make supporting customers easier. Features: 1. Zero clutter shared inbox 2. Collaboration with your team 3. Managing SLAs 4. Get notified via emails 5. In-built rich text editor to format emails the way you want 6. Has a self- service portal ## Frappe Helpdesk Reviews ### 1. Frappe Helpdesk streamlines customer support and enhances service quality. **Rating:** 4.5/5.0 stars **Reviewed by:** Muhammad Naveed, D. | Assistant Director IT, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2024 **What do you like best about Frappe Helpdesk?** The best thing about Frappe Helpdesk is its user-friendly interface, customization options as an open source platform, and efficient ticket and B2B operations management which significantly enhance customer support operations. I have found this software one of the best market solutions. **What do you dislike about Frappe Helpdesk?** Well, one thing I slightly do not like in Frappe Helpdesk is the complexity in the configuration of advanced features (when required to be set), which can be a little challenging for users without technical expertise. **What problems is Frappe Helpdesk solving and how is that benefiting you?** Frappe Helpdesk helps us to manage customer support complaints efficiently. It benefits our official teams by centralizing all support requests, automating daily scheduled tasks, and providing online tracking with reports, it further leads us to improve overall business processes and better customer satisfaction which is the ultimate goal of our organization. ### 2. Great Experience, very user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Pat S. | Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2024 **What do you like best about Frappe Helpdesk?** Ticketing system for tracking customer issues, streamline work flows and I personally love how it consolidates all issues from various sources, such as emails, web forms, and chats, into a single queue. **What do you dislike about Frappe Helpdesk?** User Interface: While functional, the UI might benefit from modernization and streamlining for a more intuitive user experience. Mobile Optimization: Improving the mobile interface for better responsiveness and ease of use on various devices. **What problems is Frappe Helpdesk solving and how is that benefiting you?** Ticketing system for tracking customer issues Automated ticket assignment and routing Customizable workflows and escalation rules Knowledge base for storing solutions and FAQs ### 3. Best Helpdesk solution **Rating:** 5.0/5.0 stars **Reviewed by:** AKASH B. | DIRECTOR, Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2024 **What do you like best about Frappe Helpdesk?** the software allow us to manage customer and clients query easily assign to our employees and provide regular updates to clients which creates really good impression of our business. **What do you dislike about Frappe Helpdesk?** the pricing is not appropriate as there is community support which many time take time to fix issue. **What problems is Frappe Helpdesk solving and how is that benefiting you?** it will help our organisation to provide after sales services and help in evaluating which product or service requires highest after sales service which required improvement. its also provides updates to clients regarding their compalint and its become now easy task for the company to manage its helpdesk. ### 4. User-friendly and the best ticketing omnichannel tool **Rating:** 5.0/5.0 stars **Reviewed by:** Linden F. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2024 **What do you like best about Frappe Helpdesk?** It stands out for its clean and user-friendly interface and the ticketing system works really well. **What do you dislike about Frappe Helpdesk?** I currently have zero issues with this ticketing system. **What problems is Frappe Helpdesk solving and how is that benefiting you?** Combined all customer flow channels at one place and now every post, comment or DM turns into a proper ticket. ### 5. Make light work of your tickets **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2024 **What do you like best about Frappe Helpdesk?** Super simple UI, learning curve is almost nill. Implementation effort is nill. Has all basic features required for ticket handling. **What do you dislike about Frappe Helpdesk?** Nothing really. Could use regional hosting offerings. **What problems is Frappe Helpdesk solving and how is that benefiting you?** Was exploring new helpdesk solutions to migrate from current one. Frappe was a shortlisted one, but still under evaluation. - [View Frappe Helpdesk pricing details and edition comparison](https://www.g2.com/products/frappe-helpdesk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-22+00%3A42%3A24+-0500&secure%5Bsession_id%5D=7f77eb3f-2259-4f39-8b7f-cb2704420320&secure%5Btoken%5D=ba2ee931946019d282a32bfebca3d4a034570b79d61c5efff291ca3a4866d4a8&format=llm_user) ## Frappe Helpdesk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Frappe Helpdesk Alternatives - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,341 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,581 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,938 reviews)