Unable to Customize the Helpdesk App Ticket View (/helpdesk/tickets/<id>)

Business Apps Frappe Helpdesk
,
1

Hi Team,
I’m using Frappe Helpdesk on Frappe Cloud, and I need to customize the UI of the Helpdesk App View, specifically the page:
https://<site-on-frappe-cloud>/helpdesk/tickets/<ticket-number>

Screenshot 1 — View Ticket Page (Helpdesk App)
In this screenshot, you can see that the custom fields appear below the Assignee on the right side. However, the labels and UI look different from the built-in fields, and I need some UI customization options to match the design.

image
image2560×1205 142 KB

Screenshot 2 — HD Ticket Template (Where I Added Custom Fields)
This screenshot shows the HD Ticket Template in Doctype Customization, where I added the custom fields that now appear on the View Ticket page. However, I cannot customize how these fields visually appear in the Helpdesk App.

image
image2560×1205 105 KB

However, I’m unable to find any way to customize the Helpdesk Interface. I have tried the following:

  • Checking “Website → Web Templates” → No template for this page

  • Customizing the HD Ticket DocType does not affect this view. I am only able to add custom fields

  • Client Scripts do not run on the app view

  • No option in Helpdesk Configurations to modify the layout/UI

What I need:

  • Clarification on whether it is currently possible to customize the UI/layout of the Helpdesk app
2

Hi @ethanmks ,

You can control the order in which the custom fields appear on the ticket page by reordering them inside the HD Ticket Template (the child table where you added your fields). So adjusting the order there will reflect on the ticket view.

You can also refer to the official customization guide here, which explains the available controls for Helpdesk customization:
https://frappe.io/helpdesk/customization-controls

This video may also help: I want to Customize HelpDesk - #5 by Sudhanshu

At the moment, the Helpdesk App UI isn’t fully customizable.

1 Like