Is your feature request related to a problem? Please describe.
Currently, there is no mobile-optimised way for end users (particularly field workers, facility managers, or building occupants) to raise a helpdesk ticket that is automatically linked to a specific physical location or asset. Users must manually type site names, asset IDs, or location details when submitting tickets - this is slow, error-prone, and often results in tickets with incomplete or incorrect location/asset information. For organisations managing multiple sites or large asset registers, this makes triage and routing significantly harder.
The existing portal/guest view does not support camera-based input or QR code scanning, meaning there is no bridge between physical assets in the field and the digital ticketing workflow.
Describe the solution you'd like
A mobile-responsive portal page (or enhancement to the existing guest/customer portal) that supports QR code scanning via the device camera, with the following behaviour:
- QR Code Scan Trigger - A prominent "Scan QR Code" button on the ticket creation screen that activates the device camera (using a library such as html5-qrcode or the native BarcodeDetector API where supported).
- QR Payload Parsing - The scanned QR code contains a structured payload (e.g., a URL like https://helpdesk.example.com/new?site=SITE-001&asset=ASSET-042, or a JSON-encoded string) that resolves to one or more Helpdesk Ticket fields:
- Site / Location (mapped to a custom field or existing location reference)
- Asset Tag / Asset ID (mapped to a custom field)
- Category (optionally pre-filled based on asset type)
- Auto-Population of Ticket Fields - After a successful scan, the relevant fields on the ticket creation form are pre-filled automatically. The user then only needs to describe the issue (free text + optional photo attachment) and submit.
- Fallback for Manual Entry - If the camera is unavailable or the QR code is damaged, users should be able to manually enter the site/asset code.
- Mobile-First UX - The interface should be optimised for mobile viewports (large tap targets, minimal scrolling, camera permission prompts handled gracefully).
Describe the alternatives you've considered
- External QR scanner apps redirecting via URL - Users scan a QR code with their phone's native camera, which opens a pre-filled helpdesk URL. This works but relies on the user having a compatible camera app and provides no in-app experience or validation. It also doesn't handle authentication or custom field mapping cleanly.
- Custom Frappe web form with client script - Building a standalone Frappe Web Form with a client-side QR scanning library injected via Custom HTML. This is workable but fragile, not integrated with the Helpdesk module's portal UX, and requires per-installation maintenance.
- Third-party asset management integration - Using an external CMMS or asset management tool (e.g., Urbanise, Asset Panda) with its own QR/barcode scanning, then syncing tickets into Frappe Helpdesk via API. This adds cost, complexity, and another system to maintain.
- NFC tags instead of QR codes - NFC tap-to-create-ticket. While technically elegant, NFC has limited range of supported devices and requires more specialised hardware for tagging. QR codes are cheaper, universally readable, and printable on any label printer.
Additional context
- Use case: Facilities management across multiple buildings/sites - occupants or contractors scan a QR code affixed to a room, piece of equipment, or building entrance to report faults. The ticket arrives pre-tagged with the correct site and asset, enabling automated routing to the right team.
- QR code generation: Ideally, Frappe Helpdesk (or a companion app/doctype) would also provide a simple QR code generation utility so administrators can print labels for their sites/assets. A bulk print function (e.g., generate QR labels for all assets in a list) would be highly valuable.
- Libraries: html5-qrcode is a mature, MIT-licensed library that handles camera permissions, multiple camera selection, and decoding across iOS/Android browsers. It would integrate well with the Vue.js frontend.
- Relevance to Frappe ecosystem: This feature would also benefit ERPNext users who use the Helpdesk module alongside Asset Management, as asset QR codes are already generated in ERPNext's Asset doctype - linking those directly to helpdesk ticket creation would close a significant workflow gap.
Is your feature request related to a problem? Please describe.
Currently, there is no mobile-optimised way for end users (particularly field workers, facility managers, or building occupants) to raise a helpdesk ticket that is automatically linked to a specific physical location or asset. Users must manually type site names, asset IDs, or location details when submitting tickets - this is slow, error-prone, and often results in tickets with incomplete or incorrect location/asset information. For organisations managing multiple sites or large asset registers, this makes triage and routing significantly harder.
The existing portal/guest view does not support camera-based input or QR code scanning, meaning there is no bridge between physical assets in the field and the digital ticketing workflow.
Describe the solution you'd like
A mobile-responsive portal page (or enhancement to the existing guest/customer portal) that supports QR code scanning via the device camera, with the following behaviour:
Describe the alternatives you've considered
Additional context