README.md
Rama develop · réplica de lectura del repositorio original.
<div align="center" markdown="1">
<img src=".github/hd-logo.svg" alt="Frappe Helpdesk logo" width="80"/>
<h1>Frappe Helpdesk</h1>
**Customer Service, Made Simple and Effective**
[](https://codecov.io/github/frappe/helpdesk)
<a href="https://trendshift.io/repositories/12764" target="_blank"><img src="https://trendshift.io/api/badge/repositories/12764" alt="teableio%2Fteable | Trendshift" style="width: 250px; height: 55px;" width="250" height="55"/></a>
</div>
</div>
<div align="center">
<img src="./.github/Hero2.png" alt="Hero Image" width="100%" />
</div>
<br />
<div align="center">
<a href="https://frappe.io/helpdesk">Website</a>
-
<a href="https://docs.frappe.io/helpdesk">Documentation</a>
</div>
## Frappe Helpdesk
Frappe Helpdesk is an 100% open-source Ticket Management tool which helps you streamline your company's support, offers an easy setup, clean user interface, and automation tools to resolve customer queries efficiently.
### Motivation
Managing issues from our customers was a big challenge for us. We were using the ERPNext support module which was not very good in UI and the UX was also not good. We wanted to have a tool that can be easily integrated with our existing system and can be customized as per our needs. So we decided to build Frappe Helpdesk.
### Key Features
- **Agent and Customer Portal Views**: Dual portals for agents and customers to simplify issue submission and management.
- **Customizable SLAs**: Discover how you can set and track SLAs for better response times.
- **Assignment Rules**: Custom auto-assignment of tickets based on priority, issue type, or workload.
- **Knowledge Base**: Learn how to create and manage help articles to empower users and reduce tickets.
- **Saved Replies**: Pre-written replies for common queries to ensure quick and consistent communication.
<details open>
<summary >View Screenshots</summary>
<h3></h3>
<div align="center">
<sub>
Agent List View
</sub>
</div>
<div align="center">
<sub>
See each ticket's timeline, response times and conversation summary in Analytics.
</sub>
</div>
<div align="center">
<sub>
Customers follow their tickets and reply from the customer portal.
</sub>
</div>
<div align="center">
<sub>
Upload articles and let your customer solve their queries through the Knowledge Base.
</sub>
</div>
<div align="center">
<sub>
With advanced search, your customers will be recommended relevant articles regarding their issue.
</sub>
</div>
</details>
<br>
### Under the Hood
- [**Frappe Framework**](https://github.com/frappe/frappe): A full-stack web application framework written in Python and Javascript.
- [**Frappe UI**](https://github.com/frappe/frappe-ui): A Vue-based UI library, to provide a modern user interface.
## Production Setup
### Managed Hosting
You can try [Frappe Cloud](https://frappecloud.com), a simple, user-friendly and sophisticated [open-source](https://github.com/frappe/press) platform to host Frappe applications with peace of mind.
It takes care of installation, setup, upgrades, monitoring, maintenance and support of your Frappe deployments. It is a fully featured developer platform with an ability to manage and control multiple Frappe deployments.
<div>
<a href="https://frappecloud.com/helpdesk/signup" target="_blank">
<picture>
<source media="(prefers-color-scheme: dark)" srcset="https://frappe.io/files/try-on-fc-white.png">
<img src="https://frappe.io/files/try-on-fc-black.png" alt="Try on Frappe Cloud" height="28" />
</picture>
</a>
</div>
### Self Hosting
Follow these steps to set up Frappe Helpdesk in production:
**Step 1**: Download the easy install script
```bash
wget https://frappe.io/easy-install.py
```
**Step 2**: Run the deployment command
```bash
python3 ./easy-install.py deploy \
--project=helpdesk_prod_setup \
--email=your_email.example.com \
--image=ghcr.io/frappe/helpdesk \
--version=stable \
--app=helpdesk \
--sitename subdomain.domain.tld
```
Replace the following parameters with your values:
- `your_email.example.com`: Your email address
- `subdomain.domain.tld`: Your domain name where Helpdesk will be hosted
The script will set up a production-ready instance of Frappe Helpdesk with all the necessary configurations in about 5 minutes.
## Development Setup
### Docker
You need Docker, docker-compose and git setup on your machine. Refer [Docker documentation](https://docs.docker.com/). After that, follow below steps:
**Step 1**: Setup folder and download the required files
mkdir frappe-helpdesk
cd frappe-helpdesk
# Download the docker-compose file
wget -O docker-compose.yml https://raw.githubusercontent.com/frappe/helpdesk/develop/docker/docker-compose.yml
# Download the setup script
wget -O init.sh https://raw.githubusercontent.com/frappe/helpdesk/develop/docker/init.sh
**Step 2**: Run the container and daemonize it
docker compose up -d
**Step 3**: The site [http://helpdesk.localhost:8000/helpdesk](http://helpdesk.localhost:8000/helpdesk) should now be available. The default credentials are:
- Username: Administrator
- Password: admin
### Local
To setup the repository locally follow the steps mentioned below:
1. Install bench and setup a `frappe-bench` directory by following the [Installation Steps](https://frappeframework.com/docs/user/en/installation)
1. Start the server by running `bench start`
1. In a separate terminal window, create a new site by running `bench new-site helpdesk.test`
1. Map your site to localhost with the command `bench --site helpdesk.test add-to-hosts`
1. Get the Telephony app. Run `bench get-app https://github.com/frappe/telephony`
1. Get the Helpdesk app. Run `bench get-app https://github.com/frappe/helpdesk`
1. Run `bench --site helpdesk.test install-app helpdesk`.
1. Run `bench build --app helpdesk`. This also builds the customer portal.
1. Now open the URL `http://helpdesk.test:8000/helpdesk` in your browser, you should see the app running. Customers use the portal at `http://helpdesk.test:8000/help`.
**Note:** The `develop` branch needs frappe `develop`, which ships Studio, the app that runs the customer portal. Article search needs Redis with the RediSearch module, for example [Redis Stack](https://redis.io/docs/latest/operate/oss_and_stack/install/install-stack/), in your bench's `redis_cache`.
**For Frontend Development**
The agent portal:
1. Open a new terminal session and cd into `frappe-bench/apps/helpdesk/desk`, and run the following commands:
```
yarn install
yarn dev or yarn dev --host helpdesk.test
```
1. Now, you can access the site on vite dev server at `http://helpdesk.test:8080`
The customer portal, a Studio app:
1. Enable developer mode, allow the dev server's requests, and install dev dependencies:
```
bench set-config -g developer_mode 1
bench --site helpdesk.test set-config ignore_csrf 1
bench setup requirements --dev
```
1. Run `yarn install` in `frappe-bench/apps/helpdesk`. This links `@helpdesk/shared`, the code that the desk and the portal share.
1. Start Studio's dev server in `frappe-bench/apps/frappe/studio/frontend` with `yarn install` and `yarn dev --host`. In developer mode, `bench watch` starts it for you.
1. In another terminal, run `bench --site helpdesk.test watch-studio` and keep it running. It imports the page JSON that you change.
1. Open `http://helpdesk.test:8080/dev/help`. If the desk's dev server already holds 8080, use the port that Studio's dev server prints. `/help` serves the last build, so it shows your changes only after `bench build --app helpdesk`.
1. To edit the portal in the Studio editor, open `http://helpdesk.test:8080/studio` on the same dev server as Administrator and select the **Helpdesk** app. In developer mode, a save writes the page JSON to `frappe-bench/apps/helpdesk/studio`.
**Note:** Helpdesk’s frontend code is in `frappe-bench/apps/helpdesk/desk`, the portal's in `frappe-bench/apps/helpdesk/studio`, and the code they share in `frappe-bench/apps/helpdesk/shared`. See [`studio/README.md`](studio/README.md) for how the portal is laid out.
## Compatibility matrix
| Helpdesk Branch | Compatible Frappe Framework Version |
|-----------------|-------------------------------------|
| version-15 | version-15 |
| version-16 | version-16 |
| develop | develop branch |
`main` stopped at 1.32 and gets no more updates. Move to `version-15` or `version-16`, the one that matches your Frappe version.
## Learn and connect
- [Telegram Public Group](https://t.me/frappedesk)
- [Discuss Forum](https://discuss.frappe.io/c/frappehelpdesk/69)
- [Documentation](https://docs.frappe.io/helpdesk)
## Contributing
1. [Issue Guidelines](https://github.com/frappe/erpnext/wiki/Issue-Guidelines)
1. [Report Security Vulnerabilities](https://frappe.io/security)
1. [Pull Request Requirements](https://github.com/frappe/erpnext/wiki/Contribution-Guidelines)
2. [Translations](https://crowdin.com/project/frappe)
<br>
<br>
<div align="center">
<a href="https://frappe.io" target="_blank">
<picture>
<source media="(prefers-color-scheme: dark)" srcset="https://frappe.io/files/Frappe-white.png">
<img src="https://frappe.io/files/Frappe-black.png" alt="Frappe Technologies" height="28"/>
</picture>
</a>
</div>