feat: enhance agent profile with availability status and signature by Shindhu-Ramaswamy · Pull Request #3002 · frappe/helpdesk

Shindhu-Ramaswamy · 2026-02-10T05:48:12Z

1.Agent Availability Status

Introduced an Availability Status field for agents (e.g. Available / Away).

This allows the system to clearly distinguish agents who are currently available to take tickets.

Agent Signature

Added a Signature field to the HD Agent doctype.

The signature is auto append to all ticket replies.

Assignment UI Improvement

When assigning a ticket:

Only available agents are shown in the Assign To dropdown.

Prevents accidental assignment to away agents.

4.Made the two fields visible in settings Modal .

Summary

Adds agent availability status and email signature support to Frappe Helpdesk. Agents can now set their availability and a personal signature from their profile settings. The assign dropdown filters out unavailable agents, and the signature is automatically appended to all outgoing ticket replies.

#issue #2872 – Enhance Agent’s Profile

codecov · 2026-02-10T16:25:41Z

Codecov Report

✅ All modified and coverable lines are covered by tests.
✅ Project coverage is 55.02%. Comparing base (0d4ca83) to head (c4e2b65).
⚠️ Report is 80 commits behind head on develop.

Additional details and impacted files

@@             Coverage Diff             @@
##           develop    #3002      +/-   ##
===========================================
+ Coverage    51.23%   55.02%   +3.79%     
===========================================
  Files          122      128       +6     
  Lines         5420     6015     +595     
===========================================
+ Hits          2777     3310     +533     
- Misses        2643     2705      +62

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RitvikSardana · 2026-02-19T14:10:37Z

helpdesk/overrides/assign.py

+def user_query_condition(user):
+    return """
+        EXISTS (
+            SELECT 1 FROM `tabHD Agent`
+            WHERE `tabHD Agent`.user = `tabUser`.name
+            AND `tabHD Agent`.availability_status = 'Available'
+        )
+    """


this is not needed, you can remove this

"Fixed in commit 910edf4 — removed the user_query_condition function"

RitvikSardana · 2026-02-19T14:18:40Z

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

+    def assign_agent(self, agent):
+        availability = frappe.db.get_value("HD Agent", agent, "availability_status")
+
+        if availability == "Away":
+            frappe.throw("This agent is marked as Away and cannot be assigned tickets.")
+


this function is not used anywhere, except apply_escalation_rule function, which is deprecated.

"Fixed in commit 910edf4

RitvikSardana · 2026-02-19T14:21:13Z

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

+        # Append agent signature if present
+        signature = frappe.db.get_value("HD Agent", {"user": sender}, "signature")
+        if signature and signature not in message:
+            message = f"{message}\n\n{signature}"


This seems counter intuitive, we shouldn't do this.

We should show signature in the reply box in the ticket view, like as soon as an agent opens the reply box in the Ticket View, the signature should be displayed there.

This is how it should be displayed from the agent's signature

"Fixed in commit 910edf4 — removed backend signature logic, moved to frontend in EmailEditor.vue"

helpdesk/helpdesk/doctype/hd_agent/hd_agent.json

RitvikSardana · 2026-02-19T14:22:41Z

helpdesk/helpdesk/doctype/hd_agent/hd_agent.js

+frappe.ui.form.on('HD Agent', {
+    refresh: function(frm) {
+        // Example: make status editable
+        frm.set_df_property('availability_status', 'read_only', 0);
+    }


this is not needed

removed the unwanted code

RitvikSardana · 2026-02-19T14:24:31Z

helpdesk/overrides/assign.py

+    if status == "Away":
+        frappe.throw(
+            msg=_("This agent is marked as Away and cannot be assigned tickets."),
+            title=_("Agent Unavailable"),
+            exc=frappe.ValidationError,
+        )


We should not throw error, we could do frappe.msgprint and frappe.log_error instead

coz let us say if a ticket was about to be created and then it got assigned to an agent who is unavailable, then the system will throw an error and the ticket will not be created. We should not block ticket creation process.

"Fixed in commit 910edf4 — replaced with frappe.msgprint and frappe.log_error"

Shindhu-Ramaswamy · 2026-02-26T08:59:33Z

@RitvikSardana I have made the requested changes. Kindly review and let me know your feedback.

RitvikSardana · 2026-02-27T06:36:27Z

on changing Signature or Status, the save button is still disabled

On Saving, the changes in these 2 fields are not saved

RitvikSardana · 2026-02-27T06:38:30Z

desk/src/components/Settings/Profile/Profile.vue

+          <FormControl
+            class="w-full md:col-span-2"
+            type="textarea"
+            :label="__('Signature')"
+            v-model="profile.signature"
+          />


this should be a TextEditor component

RitvikSardana · 2026-02-27T06:38:41Z

desk/src/components/Settings/Profile/Profile.vue

+      availabilityStatus: data.availability_status,
+      signature: data.signature,


this is half baked

RitvikSardana · 2026-02-27T06:39:44Z

desk/src/components/EmailEditor.vue

+  try {
+    const res = await getSignature.fetch();
+    signature = res?.signature || "";
+  } catch (err) {


no need to do this, we already fetch some user details, get it from there.

RitvikSardana · 2026-02-27T06:40:03Z

desk/src/components/EmailEditor.vue

 }

-function addToReply(
+async function addToReply(


Should not be Async

RitvikSardana · 2026-02-27T06:43:40Z

helpdesk/overrides/assign.py

+def validate_agent_availability(doc, method=None):
+    if not doc.allocated_to:
+        return
+
+    status = frappe.db.get_value(
+        "HD Agent",
+        {"user": doc.allocated_to},
+        "availability_status",
+    )
+
+    if status == "Away":
+        frappe.msgprint(
+            msg=_("This agent is marked as Away "),
+            title=_("Agent Unavailable"),
+    )
+        frappe.log_error("Ticket assigned to Away agent", "Agent Unavailable")


I was still able to assign it to the the Agent who is unavailable,

check how assignment rule is being applied for reference

Shindhu-Ramaswamy · 2026-03-06T10:15:00Z

@RitvikSardana i had made the changes in the code . please review and let me know your feedback

RitvikSardana · 2026-03-11T10:29:11Z

Since we are throwing error now, the customer is not able to raise the ticket

RitvikSardana · 2026-03-11T10:29:35Z

desk/src/components/EmailEditor.vue

  watch,
 } from "vue";
 import SavedReplyIcon from "./icons/SavedReplyIcon.vue";
+import { computed, nextTick, onBeforeUnmount, ref, watch } from "vue";


already imported in line 203, can be removed

RitvikSardana · 2026-03-11T10:30:29Z

desk/src/components/EmailEditor.vue

-
-    if (isManager) {
-      updateOnboardingStep("reply_on_ticket");
-    }


why is this removed?

RitvikSardana · 2026-03-11T10:30:46Z

desk/src/components/EmailEditor.vue

-  ccEmails: string[],
-  bccEmails: string[]
-) {
+function addToReply(body, toEmails, ccEmails, bccEmails) {


why have you removed the types for each param?

RitvikSardana · 2026-03-11T10:32:27Z

This is my signature
only two line

Getting an extra line in the editor, is it intentional?

RitvikSardana · 2026-03-11T10:33:36Z

helpdesk/api/auth.py

+    frappe.logger().debug(f"Signature for {current_user}: {signature}")  # 👈 add this
+    print(f"Signature for {current_user}: {signature}")  # 👈 add this


why the print statement and
add this comment?

RitvikSardana · 2026-03-11T10:34:29Z

helpdesk/overrides/assign.py

+    if status == "Away":
+        frappe.throw(
+            msg=_("This agent is marked as Away and cannot be assigned tickets."),
+            title=_("Agent Unavailable"),
+            exc=frappe.ValidationError,


now if this agent is assigned a ticket the customer is unable to raise a ticket

RitvikSardana · 2026-03-11T10:35:36Z

helpdesk/hooks.py

+    "ToDo": {
+        "before_insert": "helpdesk.overrides.assign.validate_agent_availability",
+    },
+    "HD Ticket": {                                                       
+        "validate": "helpdesk.overrides.assign.validate_hd_ticket_agent", 
+    },
+    "ToDo": {
+        "before_insert": "helpdesk.overrides.assign.validate_agent_availability",
+    },


why 2 todo overrides?

RitvikSardana · 2026-03-11T10:54:40Z

Once you resolve these issues
let me know @Shindhu-Ramaswamy

we can have a call then

niraj2477 · 2026-03-13T16:49:38Z

Man I'm finding the PRs for feature , which is needed 🥇.
Is this going to be part of next release?

Shindhu-Ramaswamy · 2026-03-16T10:16:51Z

@RitvikSardana i made the changes in the code , kindly review it , let me know your feedback

RitvikSardana · 2026-03-18T07:57:17Z

After giving the same feedback many times this issue still persists, I dont think I will be able to go ahead and arrange a call

RitvikSardana · 2026-03-25T11:47:55Z

@Shindhu-Ramaswamy

is this complete?

Shindhu-Ramaswamy · 2026-03-25T12:19:25Z

@RitvikSardana now i came with different approach
I added two fields in hd_agent availability status and signature

I added a new filter in AssignToBody.vue . Tells that search_link to only return agents where Available in the DB. The Away agents disappear from the dropdown.
I also made code changes in ticket reply section, when we click the reply box, the signature automatically appends in reply section which is not editable and also customer receives the email with signature .

Is there any better alternative approach ?

wsslmn · 2026-03-31T12:30:34Z

@Shindhu-Ramaswamy we started using the helpdesk, and I started digging into the features. Thank your for all the work 🙏

For the away status and ticket assignment, my suggestion would be to give agents the following settings:

Working schedule settings to set which part of the working days they are not available
A vacation option to set multiple days away

Both add a more flexible way to set the away status over a longer period.

RitvikSardana · 2026-04-06T12:07:00Z

Hello @Shindhu-Ramaswamy

This works much better now.

feat: enhance agent profile with availability status and signature

6d4192f

Merge branch 'develop' into fix/available-agents-only

e52454d

RitvikSardana reviewed Feb 19, 2026

View reviewed changes

helpdesk/helpdesk/doctype/hd_agent/hd_agent.json Show resolved Hide resolved

RitvikSardana reviewed Feb 19, 2026

View reviewed changes

fix: show agent signature in reply box and agent availability

910edf4

Shindhu-Ramaswamy requested a review from RitvikSardana February 24, 2026 06:48

Shindhu-Ramaswamy and others added 2 commits February 26, 2026 12:40

Merge branch 'develop' into fix/available-agents-only

3171e12

feat: show agent signature in reply box

54ce1dd

RitvikSardana reviewed Feb 27, 2026

View reviewed changes

Shindhu-Ramaswamy and others added 2 commits March 5, 2026 12:26

Merge branch 'develop' into fix/available-agents-only

6b4bc87

updated agent signature and status

e1d108a

Merge branch 'develop' into fix/available-agents-only

29732e4

RitvikSardana reviewed Mar 11, 2026

View reviewed changes

Shindhu-Ramaswamy and others added 3 commits March 16, 2026 14:04

updated agent signature and avalability status

7cdd3ab

updated agent avalibilty status and signature

dfcb479

Merge branch 'develop' into fix/available-agents-only

ccf09f1

Shindhu-Ramaswamy force-pushed the fix/available-agents-only branch from 09256cf to ae9e1c9 Compare March 25, 2026 09:59

Shindhu-Ramaswamy added 2 commits March 25, 2026 15:56

updated clean code

e14a959

final clean code

c4e2b65

Shindhu-Ramaswamy force-pushed the fix/available-agents-only branch from ae9e1c9 to c4e2b65 Compare March 25, 2026 11:47

		availabilityStatus: data.availability_status,
		signature: data.signature,

		frappe.logger().debug(f"Signature for {current_user}: {signature}") # 👈 add this
		print(f"Signature for {current_user}: {signature}") # 👈 add this

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