Support teams running on ERPNext hit a wall fast when customers want to help themselves. ERPNext ships a generic website login and a barebones portal that surfaces a customer's Sales Orders and Invoices, but it was never designed as a branded, ticket-driven self-service experience. Customers still email or call to ask "where is my order?", "can I get a copy of that invoice?", or "how do I configure feature X?" — and every one of those becomes a manual touch for an agent. The native Issue DocType exists, but there is no clean, on-brand front door for customers to open a ticket, watch its status, and find an answer before they ever create one. The result is a ticket queue full of questions your documentation could have answered.

This build-to-order app closes that gap as a first-class Frappe application installed on your ERPNext bench (v15 or v16). We build a custom Portal Settings-driven experience plus dedicated DocTypes — for example a Knowledge Article DocType with categories, tags, published/draft workflow and full-text search, and a Portal Ticket layer that maps cleanly onto ERPNext's native Issue so your agents keep working in the desk they already know. Customer-facing pages are delivered as Frappe web pages / portal templates guarded by a dedicated Portal Customer role profile, so a signed-in contact only ever sees rows linked to their own Customer via has_permission hooks and permission query conditions — no data leakage across accounts. Order and invoice history reads live from Sales Order, Sales Invoice and Delivery Note; the download center serves attached files and generated Print Format PDFs.

Under the hood the app is wired the way a Frappe engineer would expect. Document events in hooks.py (on_submit, on_update, after_insert) fire server-side logic to keep ticket status in sync and to trigger notifications; doc_events and controller server scripts enforce validation and status transitions. Whitelisted methods (@frappe.whitelist()) expose a clean, permission-checked surface the portal front-end and the standard Frappe REST API (/api/resource, /api/method) both consume — so the same endpoints power a future mobile or headless client. Notification hooks push updates over email and WhatsApp (via your provider of choice) when a ticket changes state or an agent replies, and scheduler events (scheduler_events in hooks.py) handle digest emails, SLA reminders and knowledge-base re-indexing. Client scripts sharpen the desk side for agents where the standard form isn't enough.

Because this is build-to-order, nothing is a shrink-wrapped download you install blind. We start with a short scoping call, confirm the DocTypes, roles, notification channels and branding you need, and write that into a fixed scope. From confirmed scope, typical delivery is one working week depending on complexity and how many integrations (WhatsApp gateway, SSO, custom Print Formats) are in play. We build against a staging copy of your bench, run UAT with your team, then install on production during a scheduled window with a rollback plan in hand. You receive the full source as an installable Frappe app in a git repository you own, so you are never locked to us for future changes.