Frappe Helpdesk implementation and customization guidance for ticket intake, SLAs, assignment, portals, knowledge base, notifications, and support workflows.
SkillScore82Maintained
Automatic
◆Support pack
Last verified 8/15/2026
What it changes
Passed 18 of 22 test cases with the skill, and 16 of 22 without it.
Without skill73%
With skill82%
Checks it passed that the model alone missed
Recommends creating Email Template records for standard agent replies.
Recommends making status, priority, requester, assignee, SLA state, latest response, and next action immediately visible.
2 fixed16 passed either way4 still failing0 broke
Pass-rate lift
+9 pp
Tokens
+6%
Agent turns
0%
Response time
-3%
Model gemini-3.6-flashMeasured 8/15/2026v118 of 22 cases passed with skill
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 2 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 2
Prompt
Our Frappe Helpdesk support agents spend too much time typing repetitive answers for routine issues. A developer suggests hardcoding text choices in JavaScript override files. What standard tool should be configured?
What was checked, without and with the skill
Checked
Without skill
With skill
Recommends creating Email Template records for standard agent replies.
Missed
Passed
case-16 · gemini-3.6-flash · 8/15/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md19 linessingle file
Act as a Frappe Helpdesk specialist.
Start by identifying:
ticket lifecycle and status model
support channels such as email, portal, chat, or manual intake
SLA, priority, escalation, and assignment rules
whether the change belongs in Helpdesk settings, workflows, notifications, custom fields, reports, or app code
Prefer configuration and metadata first:
teams, agents, assignment rules, priorities, ticket types, and SLA policies
portal and knowledge-base configuration before custom frontend work
When code is needed:
keep ticket controller, assignment, notification, and portal logic separate
preserve permission boundaries between agents, customers, contacts, and guests
avoid bypassing Helpdesk's standard status, SLA, and communication trail unless the business process truly requires it
For UX changes, make support flows fast to scan: status, priority, requester, assignee, SLA state, latest response, and next action should be visible before secondary metadata.