New Helpdesk Features in ERPNext v16 :Frappeverse 2025

Описание: Discover the powerful new Helpdesk features in ERPNext version 16, showcased at Frappeverse 2025. This detailed 11-minute video highlights enhancements designed to make customer support smarter, faster, and more efficient. Learn about custom views and filters, revamped ticket UI for agent focus, agent collision indicators, and improved ticket tracking with recent and similar tickets. The video also covers front-end SLA and assignment rule management, telephony integration for call support, better email threading and templates, customizable ticket statuses, and insightful dashboards for team performance monitoring.

✅ Key highlights include:

Custom views with public and pinned filters for better ticket management

New ticket view UI with distinct sections and color-coded feedback

Real-time agent collision indicators to avoid duplication of efforts

Recent and similar tickets side panel for faster issue resolution

Front-end SLA and assignment rule creation with holiday schedules

Telephony integration with Exotel and Twilio for seamless call support

Enhanced email experience with threading and customizable templates

Unlimited custom ticket statuses linked to SLAs

Comprehensive dashboards to monitor team and agent performance

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