Frappe Helpdesk for customer support

Every email a customer sends to your support address or submits through the web portal transforms into an actionable ticket: assigned a ticket number, an owner, a priority level, and an SLA response deadline. Your support team sees all tickets on a single unified screen, leadership monitors pending delays, and customers track resolution status from their own portal without needing to call.

It is a module of "Asas by FoundationCX", and can be deployed on its own.

If you are looking for an alternative to Zendesk and Freshdesk, this replaces:

• Zendesk.
• Freshdesk.
• Unmonitored shared support mailboxes where nobody knows who is replying to whom.

• Ticket creation from inbound email sent to your designated support address.
• Customer self-service portal allowing users to submit issues, review history, and view responses.
• Automated ticket routing distributing issues to teams and agents based on rules you define.
• Categorization and priority matrices for classifying incoming inquiries.
• Service Level Agreements (SLA): targets for first-response and full-resolution times, with breach warnings.
• Canned responses for frequently asked customer inquiries.
• Knowledge base housing self-service articles so clients find answers before contacting support.
• Internal staff notes on tickets hidden from the client view.
• Customer satisfaction surveys (CSAT) dispatched upon ticket closure.
• Managerial dashboards detailing ticket counts, response times, and pending backlogs.

Built on Frappe Helpdesk, an open-source ticketing and customer service platform created by the developers of ERPNext.

• Arabic: the agent console is primarily in English, while tickets, responses, and knowledge base articles in Arabic operate seamlessly. We translate the interface and customer portal into Arabic under customization.
• Hosting: we host it for you in Egypt, ensuring your customer records and communications remain inside the country (infrastructure design).

• Accessed via: single sign-on.
• Part of: the Asas suite.
• Integrates with: business email and CRM.
• Related platforms: unified inbox for live chat conversations, and internal IT helpdesk and asset management for employee technical support.

• Small and medium enterprises and startups managing customer service inquiries.
• E-commerce stores and software houses.
• Professional offices and IT departments.