Transforming Customer Support for Amrut Energy with Frappe Helpdesk
How we helped Amrut Energy scale their support operations to 70+ agents and 20,000+ tickets using Frappe Helpdesk with automated call integration.
Transforming Customer Support for Amrut Energy with Frappe Helpdesk
Frappe Helpdesk · MyOperator Integration · Enterprise Support Operations
Amrut Energy is a leading player in the renewable energy sector, specializing in solar pumping solutions for agriculture and rural applications across India. As their customer base grew rapidly, so did the complexity of their support operations - and they needed a system that could keep up.
The Challenge
Amrut Energy was using the Issue DocType in ERPNext to manage customer queries - a functional starting point, but not designed for the demands of a growing, high-volume support operation. As the team scaled to 25+ agents handling thousands of tickets, the cracks started to show. Tickets slipped through, syncing was unreliable, and the tool itself became an obstacle rather than an enabler. The team needed something purpose-built for support: a modern agent experience, seamless ticket tracking, and deep integration with their existing workflows.
"Before Frappe Helpdesk, tickets would get lost, syncing was unreliable, and our team spent more time figuring out the tool than actually helping customers. Switching to Frappe Helpdesk completely turned things around - the interface is clean, intuitive, and our team was up and running within days. Ticket tracking is seamless, response times have improved noticeably, and we finally feel in control of our support operations."
Pritesh Suthar
Amrut Energy
Our Approach
We migrated Amrut Energy from ERPNext Issues to Frappe Helpdesk - a purpose-built, enterprise-grade support platform. Alongside the migration, we developed a deep integration with MyOperator, their cloud-based call management system, to bring phone support directly into the helpdesk workflow.
What is MyOperator? A cloud call management platform that handles customer interactions via virtual numbers - offering call tracking, recording, analytics, and workflow automation.
What We Built
1. Automated Ticket Creation from Incoming Calls
Every incoming call through MyOperator is automatically converted into a helpdesk ticket - eliminating manual data entry and ensuring no customer interaction goes untracked. Each ticket is auto-populated with:
- Subject formatted as: "Call From [+91 xxxxxxxxxx]"
- Call Log ID, caller number, and caller location
This gives agents full context from the moment a ticket is created.
2. Centralized Ticket Experience with the "Show Stats" Action
One of the most impactful customizations we built was a Show Stats button directly inside each helpdesk ticket. This opens a dedicated dialog that acts as a centralized hub for the agent - everything they need, in one place, without switching screens.
Inside the Show Stats dialog, agents can see:
- All call logs linked to the ticket
- Related business documents - Sales Orders, Projects, Delivery Notes, and more
- Live call statistics broken down into incoming, outgoing, and missed
Beyond visibility, the dialog also powers direct actions:
Workflow-based status updates
Agents can trigger actions like Reply directly from the dialog. On action, the ticket status and workflow state are automatically updated - keeping the lifecycle consistent and accountable.
Create Sales Order
From within the dialog, agents can raise a Sales Order directly linked to the ticket. The system auto-fetches items tied to the ticket, the ticket ID, and all resolved tickets for that customer. Once the Sales Order is submitted, all associated helpdesk tickets are automatically closed.
Create Project
When an issue moves from resolution to execution, agents can create a Project directly from the same dialog - bridging customer support and delivery operations without leaving the helpdesk.
3. Workflow-Driven Ticket Lifecycle
We implemented structured workflows to govern every stage of the ticket lifecycle - from creation to closure. Status transitions are tied to user actions, and SLA rules ensure that tickets are processed within defined timeframes, keeping the team accountable and customers informed.
4. Role-Based Access Control
To support governance without complicating operations, we introduced a dedicated Ticket Viewer role - giving stakeholders read-only access to tickets. They get full visibility without the ability to create or modify records, keeping sensitive workflows controlled.
5. Customer Portal
One of the standout features of Frappe Helpdesk is the built-in customer portal - and it has made a tangible difference in how Amrut Energy's customers experience support. Customers can:
- Raise tickets directly from the portal without calling in
- Track the progress of their issue in real time
- Share feedback once the issue is resolved
This has brought a new level of transparency to customer interactions - reducing follow-up calls, building trust, and giving the support team cleaner, structured inputs to work with.
"What we love the most is that our customers also get their own portal - they can raise tickets, track progress, and even share their feedback once the issue is resolved. It has brought a whole new level of transparency and trust with our customers."
Pritesh Suthar
Amrut Energy
Results
The impact of this implementation was felt across the entire support organization:
- Faster response and resolution times across all ticket types
- Complete visibility from first call to final resolution
- Seamless handoff between support and business operations
- Improved SLA compliance and agent accountability
- Higher customer trust through the self-service portal
The Amrut Energy Support Team
Conclusion
Amrut Energy's transition to Frappe Helpdesk is a strong example of what's possible when a support system is built around how a team actually works - not the other way around. By centralizing call data, business actions, and ticket workflows into a single interface, we helped their team move faster, reduce errors, and deliver a consistently better experience to their customers.
And as the client put it best - they are excited to see what Frappe brings next. That kind of confidence in a platform is exactly the outcome every implementation should aim for.
Looking to build a scalable helpdesk system for your business? Drop an email to sales@greycube.in to get started.
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