opendesk

Opendesk is open-source customer-service and ticketing software built on Frappe Framework.

Manage support conversations, team assignments, service commitments, and self-service content in one application. Agents work in a Vue 3 desk at /opendesk; customers use the Studio-based ticket portal and knowledge base at /help.

license: AGPL-3.0 stack: Frappe frontend: Vue 3

Workflows: Build · Lint · Server tests · UI tests

Features

• Ticket workspace: saved views, filters, tags, bulk replies, bulk edits, bulk assignment, and ticket export.
• Service-level agreements: priority-based response and resolution targets, service days, and holiday lists.
• Team operations: assignment rules, agent teams, and agent availability statuses.
• Reusable workflows: saved replies, ticket templates, and custom ticket fields.
• Knowledge base: categories, articles, reader feedback, and full-text article search.
• Customer portal: ticket creation, ticket conversations, and knowledge-base access at /help.
• Email and realtime: Email Account integration for incoming conversations, live ticket/comment updates, and typing indicators.
• Integrations: optional ERPNext customer synchronization and telephony call logs through the required telephony app.

Architecture

The backend uses Python and Frappe Framework with MariaDB, Redis, and Socket.IO. The agent SPA uses Vue 3, Vite, frappe-ui, and Tailwind CSS.

Path	Responsibility
opendesk/	Frappe app: api/, opendesk/doctype/, patches/, setup/, and integrations/
desk/	Vue agent SPA and Vite configuration
studio/opendesk/	Studio customer portal and knowledge base
shared/	Shared frontend code, published locally as @opendesk/shared
e2e/	Playwright browser tests and fixtures
docker/	Container configuration and initialization scripts
realtime/	Socket.IO ticket-room handlers

Getting started

Prepare a Frappe development environment with Bench, Python, Node.js, Yarn, MariaDB, and Redis. Run the following in a shell supported by Bench; these commands create a local development site, not a production deployment. pyproject.toml pins frappe >=17.0.0-dev,<18 and telephony >=0.0.1,<1.0.0; use a bench with a Frappe develop checkout that satisfies the pinned range.

bench init opendesk-bench --frappe-branch develop
cd opendesk-bench
bench get-app https://github.com/frappe/telephony
bench get-app https://github.com/ikhsanddy/opendesk
bench new-site opendesk.localhost
bench --site opendesk.localhost install-app telephony
bench --site opendesk.localhost install-app opendesk
bench build --app opendesk
bench start

Open the agent desk at http://opendesk.localhost:8000/opendesk and the customer portal/knowledge base at http://opendesk.localhost:8000/help. Ensure opendesk.localhost resolves to your local machine. Sign in with the Administrator credentials chosen during site creation.

Frontend development

Keep bench start running. From another terminal in the bench directory:

cd apps/opendesk
yarn install
yarn dev

The root dev script runs desk/'s Vite server; open the URL it prints. desk/vite.config.js enables the frappe-ui Frappe proxy, so keep the bench site running for API, authentication, and realtime behavior. The desk also links @framework/ui from the sibling Frappe checkout at apps/frappe/ui.

Configuration

Open Settings from the agent sidebar. Most options require an Administrator or Manager role.

Setting	What to configure
App Settings → General	Branding, default ticket type, ticket restrictions, auto-close rules, and team assignment restrictions
Email Settings → Email Accounts	Incoming and outgoing accounts; incoming support mail uses the app's Email Account override. Notification templates live under Email Notifications.
App Settings → SLA Policies	Priority-based targets, service days, and default SLA selection; Business Holidays supplies the holiday list
Customer Portal → Portal Settings	Customer and visitor access policies for the portal
Customer Portal → Knowledge Base	Public knowledge base, guest home behavior, and article voting; Integrations holds ERPNext and Telephony setup

Development

Read CONTRIBUTING.md and the repository's AGENTS.md before changing behavior.

• Python hooks use Black, isort, and Flake8 in .pre-commit-config.yaml. Flake8 also has .flake8; the hook explicitly uses .github/helpers/.flake8_strict.

• Frontend style is configured in .eslintrc.js and .prettierrc.json; Prettier is included in the pre-commit hooks.

• Run backend tests from the bench directory on a development/test site:

  bench --site opendesk.localhost run-tests --app opendesk
  

• Browser tests use Playwright against a running bench site. From apps/opendesk, after installing Chromium with npx playwright install chromium, run:

  BASE_URL=http://localhost:8000 SITE_NAME=opendesk.localhost yarn test:e2e
  

  This invokes playwright test. Set ADMIN_PASSWORD to the site's Administrator password; the test setup creates test personas and data, so use a disposable site. See e2e/README.md and playwright.config.ts for details.

Report vulnerabilities privately as described in SECURITY.md.

License

Licensed under GNU AGPL-3.0.

Copyright (c) Frappe Technologies Pvt. Ltd. and Opendesk contributors.