Keynote: Frappe Helpdesk
summary
Product keynote lays out a concrete Helpdesk rebuild: live agent collision indicators and recent/similar-ticket lookups, a redesigned ticket UI with SLA at the top, color‑coded feedback and a contact tab, plus pinable custom views (also on customer portals). SLAs, assignment rules and holiday lists move to the front end; field dependency drives dynamic ticket forms. Telephony integrates with Exotel and Twilio, email gains threading, acknowledgements and customizable templates, custom statuses map to SLAs, dashboards arrive, and active users grow from ~500 to 2,500.
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chapters (11)
- 0:00Introduction and vision
- 1:25Custom views
- 2:19Revamped ticket view
- 3:35Agent productivity tools
- 4:47Front-end configuration
- 6:08Product growth and features
- 7:01Telephony integration
- 8:44Email communication updates
- 9:46Custom statuses
- 10:08Reporting and dashboards
- 10:46Conclusion and roadmap
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