thinkNXG Helpdesk

Customer Service, Made Simple and Effective

Website - Documentation

thinkNXG Helpdesk

thinkNXG Helpdesk is an 100% FLOSS Ticket Management tool which helps you streamline your company's support, offers an easy setup, clean user interface, and automation tools to resolve customer queries efficiently.

Motivation

Managing issues from our customers was a big challenge for us. We were using the thinkNXG ERP support module which was not very good in UI and the UX was also not good. We wanted to have a tool that can be easily integrated with our existing system and can be customized as per our needs. So we decided to build thinkNXG Helpdesk.

Key Features

• Agent and Customer Portal Views: Dual portals for agents and customers to simplify issue submission and management.

• Customizable SLAs: Discover how you can set and track SLAs for better response times.

• Assignment Rules: Custom auto-assignment of tickets based on priority, issue type, or workload.

• Knowledge Base: Learn how to create and manage help articles to empower users and reduce tickets.

• Canned Responses: Pre-written replies for common queries to ensure quick and consistent communication.

View Screenshots

_{Agent List View}

_{Upload articles and let your customer solve their queries through the Knowledge Base.}

_{With advanced search, your customers will be recommended relevant articles regarding their issue.}

Under the Hood

• thinkNXG Framework: A full-stack web application framework written in Python and Javascript.

Production Setup

Managed Hosting

You can try thinkNXG Cloud, a simple, user-friendly and sophisticated FLOSS platform to host thinkNXG applications with peace of mind.

It takes care of installation, setup, upgrades, monitoring, maintenance and support of your thinkNXG deployments. It is a fully featured developer platform with an ability to manage and control multiple thinkNXG deployments.

Self Hosting

Follow these steps to set up thinkNXG Helpdesk in production:

Step 1: Download the easy install script

wget https://thinknxg.com/easy-install.py

Step 2: Run the deployment command

python3 ./easy-install.py deploy \
    --project=helpdesk_prod_setup \
    --email=your_email.example.com \
    --image=ghcr.io/thinkNXG/helpdesk \
    --version=stable \
    --app=helpdesk \
    --sitename subdomain.domain.tld

Replace the following parameters with your values:

• your_email.example.com: Your email address
• subdomain.domain.tld: Your domain name where Helpdesk will be hosted

The script will set up a production-ready instance of thinkNXG Helpdesk with all the necessary configurations in about 5 minutes.

Development Setup

Docker

You need Docker, docker-compose and git setup on your machine. Refer Docker documentation. After that, follow below steps:

Step 1: Setup folder and download the required files

mkdir thinkNXG-helpdesk
cd thinkNXG-helpdesk

# Download the docker-compose file
wget -O docker-compose.yml https://raw.githubusercontent.com/thinkNXG/helpdesk/develop/docker/docker-compose.yml

# Download the setup script
wget -O init.sh https://raw.githubusercontent.com/thinkNXG/helpdesk/develop/docker/init.sh

Step 2: Run the container and daemonize it

docker compose up -d

Step 3: The site http://helpdesk.localhost:8000/helpdesk should now be available. The default credentials are:

• Username: Administrator
• Password: admin

Local

To setup the repository locally follow the steps mentioned below:

1. Install bench and setup a thinkNXG-bench directory by following the Installation Steps
2. Start the server by running bench start
3. In a separate terminal window, create a new site by running bench new-site helpdesk.test
4. Map your site to localhost with the command bench --site helpdesk.test add-to-hosts
5. Get the Helpdesk app. Run bench get-app https://github.com/thinknxg/thinknxg-helpdesk
6. Run bench --site helpdesk.test install-app helpdesk.
7. Now open the URL http://helpdesk.test:8000/helpdesk in your browser, you should see the app running

For Frontend Development

1. Open a new terminal session and cd into thinkNXG-bench/apps/helpdesk/desk, and run the following commands:

   yarn install
   yarn dev or yarn dev --host helpdesk.test
   

2. Now, you can access the site on vite dev server at http://helpdesk.test:8080

Note: You'll find all the code related to Helpdesk's frontend inside thinkNXG-bench/apps/helpdesk/desk