Helpdesk Push

Custom Frappe app that sends FCM push notifications to the Helpdesk mobile app on ticket events. Runs on the same site as Frappe Helpdesk.

What it does

• Stores per-agent device tokens (HD Push Device DocType).
• Fires FCM on:
  • ticket assigned to an agent (ToDo insert on HD Ticket)
  • new customer reply on an assigned ticket (Communication received on HD Ticket)
• Exposes register_device / unregister_device for the app.

Configure

Store the Firebase service-account JSON in site config, either inline:

bench --site <site> set-config -p fcm_service_account '<full-json>'

or as a file + path:

bench --site <site> set-config fcm_service_account_path sites/<site>/private/files/firebase-service-account.json

Polling an external Helpdesk site

Hooks only fire on this site. To get notifications from a Helpdesk site you don't control (no app-install rights there), a cron job (every minute) polls its REST API and pushes via FCM. Set in site config:

bench --site <site> set-config poll_site_url https://support.frappe.io
bench --site <site> set-config poll_api_key <system_manager_key>
bench --site <site> set-config -p poll_api_secret <system_manager_secret>

poll_api_key must be a System Manager on the remote site — the poller queries per agent (allocated_to) across all tickets. It polls for each distinct agent that has a registered HD Push Device and pushes to that agent's devices, so one admin key serves every agent using the app. poll_site_url also verifies device registrations (guest register_device echoes the caller's token back to this site's get_logged_user). Leave keys unset to disable polling. First run per agent primes state silently (no backfill storm); after that only new replies, assignments, @mentions, and SLA warnings notify.

SLA warnings fire once when a ticket's first-response deadline (response_by) falls within the next 2 hours and the ticket isn't already responded/resolved/closed. Deadlines are read in the remote site's timezone — set poll_timezone (an IANA name like Asia/Kolkata, the default) if the remote site isn't on IST:

bench --site <site> set-config poll_timezone Asia/Kolkata

API

• POST /api/method/helpdesk_push.api.register_device — { device_token, agent_email }
• POST /api/method/helpdesk_push.api.unregister_device — { device_token, agent_email }

Both require an authenticated request (API key + secret).