helpdesk

Breaking changes

What to check before upgrading, taken from the notes of the last 30 releases.

• v1.32.0Nov 3, 2026
  • refactor(banners)!: serve sidebar banners from one API (backport #3819) by @aerodeval in https://github.com/frappe/helpdesk/pull/3978
• v1.31.1Oct 29, 2026

  ⚠️ Breaking: ticket field permissions (#3930)

  Customers could set agent-only ticket fields (priority, SLA, due dates) through the REST API. HD Ticket fields now use permission levels, and Frappe enforces them on every path:

  • Level 7: fields customers can read (priority, ticket_type, agent_group, sla, raised_by, customer, …). Agents edit.
  • Level 8: agent-only fields (summary, key, resolution_details, agreement_status, …). Customers can't read them.
  • Levels 1–6 stay free for your own permission scheme.

  What changes

  • After creating a ticket, customers can only close it, leave feedback and edit fields whose template row has Editable after creation ticked. It's ticked by default, including on existing rows. Any other edit raises PermissionError.
  • Nobody can change description once it is set.
  • In ticket templates, Hide from customer is replaced by Visible to (Everyone / Agents). Old values move across automatically.
  • Visible to hides a field on helpdesk pages only. To hide it from the REST API too, raise its permission level in Customize Form.
  • Ticket templates can no longer be renamed.

  On update

  • If your site has custom HD Ticket permission rules, a patch adds levels 7 and 8 for agent roles and level 7 read for roles that already read tickets. Level 8 is never given to your own roles: add it in Role Permission Manager for your own staff roles.
  • Agent managers see a one-time notice in the sidebar.

  Custom code that reads or saves tickets as a customer, or reads hide_from_customer, needs updating. See the migration guide.

  Docs: Permission levels in Helpdesk

  • fix!: field-level permissions for agent-only ticket fields (backport #3544) by @aerodeval in https://github.com/frappe/helpdesk/pull/3930
• v1.28.0Jul 22, 2026
  • feat!: customer contact management (backport #3045) by @RitvikSardana in https://github.com/frappe/helpdesk/pull/3578