Workspace
Cortex Desk: A Multi-Tenant Service Desk
A flagship multi-tenant help desk built on Frappe, with organisation-level tenancy, project-scoped access, SLA monitoring, and an email channel with production-ready for teams running many clients on one platform.
The Problem
Why Cortex Deck exists?
Single-company help desks break the moment you serve multiple organisations.
Classic help desks assume one company. CortexDesk replaces that assumption with organisation tenancy and project-based access, so agents, org admins, and platform operators each get the right scope on a shared, hardened platform.
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How Each Feature Works
Ticket intake & tracking
The core of the desk: structured ticket creation, list and detail views, and status tracking so nothing falls through the cracks, whether it arrives from an agent, a portal, or an inbox.
- Create, list, and detail views
- Status and lifecycle tracking
- Soft archive with bulk actions
- Full activity history per ticket
Assignment & Collaboration
Work tickets as a team: assign owners, discuss in comments, @-mention colleagues, and read a complete activity feed so context is never lost in a handoff.
- Owner assignment and reassignment
- Threaded comments and mentions
- Activity feed per ticket
- Communication log for audit
Multi-tenant workspaces
Our organisation tenancy replaces single-company assumptions. Each organisation gets its own scoped workspace, with queries and APIs isolated per tenant.
- Multi-tenancy model
- Per-workspace host scoping
- Org-scoped queries and APIs
- Platform-admin oversight across tenants
SLA monitoring & escalation
SLA dashboards track targets and surface breaches early, with escalation settings so overdue work is routed and flagged before it becomes a problem.
- Response and resolution SLAs
- Escalation settings and routing
- Dashboard visibility on breaches
- Per-org SLA configuration
Email-to-ticket channel
An IMAP channel converts inbound email into tickets and lets agents reply with templates, so a customer's inbox and the desk stay in sync without copy-paste.
- IMAP inbound to ticket
- Reusable reply templates
- Threaded email conversation
- Outbound via SMTP / Mailjet
Knowledge base & reminders
A knowledge base of categories and articles deflects repeat questions, while per-agent reminders (with a scheduled job) make sure follow-ups actually happen.
- Knowledge base categories and articles
- Personal ticket reminders
- Scheduled reminder jobs
- Admin routing to and from CortexCraft
Different Teams, Same Desk
Managed Service Providers
Run many client organisations on one desk with clean tenant isolation.
Internal IT
Give each department a scoped workspace under one platform-admin view.
SaaS Support Team
Handle customer tickets with SLAs, email intake, and a self-serve knowledge base.
Agencies
Project-based access keeps client work separated and auditable.
Operations Teams
Track requests, assignments, and reminders in one auditable place.
Compliance Reviews
An activity and communication log gives you the audit trail inspectors ask for.
Under the Hood
A hardened Frappe platform with real tenancy
A custom fork of Frappe Helpdesk with organisation and project scoping baked into queries, APIs, and permission hooks with logical multi-tenancy on a single, maintainable site.
Framework
Frappe (bench-pinned) with a Vue 3 + Vite front end.
Database
MariaDB 10.6+ with Redis for sessions, queue, and realtime.
Tenancy
Org/project scoping enforced in queries, APIs, and DocPerm hooks.
Authentication
Frappe session with optional magic-link sign-in.
IMAP inbound to ticket; SMTP / Mailjet outbound.
Real-time
Socket.IO for live notification refresh.
“We consolidated every client onto one desk. Each organisation sees only its own world, and our platform team finally has a single pane of glass across all of them.”
100%
Of Agent Work Scoped To The Right Organisation And Project.
Prefer a walkthrough?
Book a guided demo with our team
Tell us how your team works today and we'll show Khincha Clinic running on your scenario and scope what a rollout looks like.
We'll call within ~30 seconds. The call takes about 2 minutes.
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