Tickets/New Ticket Custom

Business Apps Frappe Helpdesk
1

Hi, I sometimes have situations where clients contact agents via Telegram. I want agents to be able to create tickets and specify (or chose from “contacts”) the “raised by” instead of yourself. The standard form Tickets/New Ticket doesn’t support this. Where can I change that in v16 frappe and HD 1.26

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2
  1. Add the field on HD Ticket
  • Switch to Desk (yoursite.com/desk)
  • Open HD Ticket
  • Menu → Customize Form
  • Add your field (e.g. custom_contact, Select, Link, etc.)
  • Save
  1. Expose it in the ticket view
  • Open HD Ticket Template
  • Open the Default template (/app/hd-ticket-template/Default)
  • In the Fields child table, add a row with your field name (e.g. custom_contact)
  • Optional: check Hide from customer to keep it agent-only
3

Thanks, you gave me a direction and I figured out how to do it. But your instructions are incomplete. I was able to access Helpdesk/HD Ticket Template/Default through search. How can I access it directly through the interface? I’ve been searching for a long time and haven’t found it. I’m planning to set up a helpdesk for the IT department, and I’m looking for any advice you might have. What documentation should I read?

4

There is no direct link in the interface. That’s why you couldn’t find it. HD Ticket Template is not exposed in the Helpdesk agent portal settings.