Audyense
Frappe Helpdesk
Customer Support · frappe.io/helpdesk
Overview
Frappe Helpdesk is a 100% open-source, AGPL-3.0-licensed ticket management platform built on the Frappe Framework. It centralizes email, portal, and phone-based support requests into a single agent workspace with SLA tracking, assignment rules, a knowledge base, and CSAT feedback, and can be self-hosted for free or run on managed Frappe Cloud hosting.
The problem Frappe Helpdesk solves
Small and mid-sized support teams that want full control of their helpdesk data and don't want to pay per-agent SaaS fees often can't justify Zendesk- or Freshdesk-style pricing as headcount grows. Frappe Helpdesk addresses this for technically capable teams by offering unlimited agents/tickets on a free self-hosted install or low, site-based Frappe Cloud pricing, at the cost of a less polished mobile/UI experience and slower community support versus commercial vendors.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: Free. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud, on_premise. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include ERPNext, Frappe CRM, Twilio, Exotel, Email (SMTP/IMAP), Slack (webhook notifications). Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/25/2026; pricing and features can change.
How to evaluate Frappe Helpdesk
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Budget-conscious support teams that want unlimited agents/tickets without per-seat fees, Technically capable teams (or those with dev resources) comfortable self-hosting and customizing an open-source app, Organizations already using ERPNext or other Frappe Framework apps who want tickets linked to customer/contract records. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Frappe Helpdesk complete the critical workflow without manual work outside the product?
- Do the recorded connections (ERPNext, Frappe CRM, Twilio, Exotel) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/25/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Budget-conscious support teams that want unlimited agents/tickets without per-seat fees
- Technically capable teams (or those with dev resources) comfortable self-hosting and customizing an open-source app
- Organizations already using ERPNext or other Frappe Framework apps who want tickets linked to customer/contract records
Not a fit if
- Non-technical teams that need a polished, no-config, fully white-glove SaaS support desk out of the box
- Teams that require built-in live chat, social/omnichannel messaging, or a dedicated native mobile app today
Why it’s listed
- Fully open-source (AGPL-3.0) ticketing platform with a genuinely free self-hosted option and no per-agent licensing
- Site-based (not per-seat) Frappe Cloud pricing starting at $5/month for teams that want managed hosting instead of self-hosting
- Native integration with ERPNext and the wider Frappe/Frappe CRM ecosystem for teams already on that stack
Pricing
Self-Hosted (Open Source)
FreeFully open-source (AGPL-3.0) install run on your own infrastructure via Docker/Frappe Bench.
- Unlimited tickets, agents, and customers
- Full source code access and customization
- Community support via forum/Discord
- No vendor lock-in
Frappe Cloud – Sites
$5 per site/monthShared-server managed hosting on Frappe Cloud, the lowest-cost managed entry point.
- Managed upgrades and backups
- Shared server hosting
- Scripting & custom apps supported
- 14-day free trial
Frappe Cloud – Servers (VM)
$20 per site/monthShared or dedicated virtual-machine hosting for better price-performance.
- Unified or separate app & database instances
- Best price-performance ratio
Frappe Cloud – Dedicated Servers
$60 per site/monthDedicated infrastructure with stronger isolation and reliability guarantees.
- Superior isolation
- Snapshots and autoscaling
- Global data center locations
- Priority SLA support
Features
Integrations
Security & compliance
Pros & cons
Pros
- User-friendly, simple interface with a near-zero learning curve for basic ticket handling
- Open-source customization gives teams full control over workflows and data
- No per-agent pricing model keeps costs predictable as support teams grow
- Covers the core ticketing basics (SLAs, assignment rules, knowledge base) without a steep setup
Cons
- Configuring advanced features requires technical expertise and can be complex for non-developers
- Lacks some of the flexibility and depth needed for complex or highly scaled support workflows
- Mobile experience and UI modernity lag behind purpose-built SaaS helpdesk competitors
- Community-driven support can be slow to resolve issues compared to vendor-backed SaaS support
What we found
The small pool of G2 reviewers praise the open-source flexibility, low learning curve, and near-zero implementation effort, while flagging that advanced configuration, mobile polish, and community support responsiveness need technical patience.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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