Product
What Open HelpDesk does
An agent space to process requests, an administration to frame work, a portal for your customers. Here are the details, without marketing shortcuts.
Modules
Five pages for five parts of the tool
Shared Inbox
See detail →All emails, forms, and chat messages in one queue.
SLA and Rules
See detail →First response times, escalations, triggers, and macros.
Knowledge Base
See detail →Public or internal articles, customer portal, and widget.
Channels and Integrations
See detail →Email, chat, WhatsApp, API, signed webhooks.
AI Assistant
See detail →Triage, summary, suggested reply, and deflection, on a model hosted in Europe.
Mobile app
See detail →Two apps for iOS and Android: the agent workspace, and the portal for your customers.
Agent Space
The screen where your team spends the day
A dense table rather than a succession of cards: priority, remaining SLA, and assigned agent fit on one line, allowing sorting without opening each ticket.
- Keyboard shortcuts
- j/k to navigate, a to assign, r to reply, e to resolve.
- Saved views
- Filters by channel, priority, label, company, remaining SLA.
- Saved replies
- Macros with variables, insertion in two keystrokes.
- Internal notes
- Visible to the team only, @agent mentions with notification.
- Merge and link
- Duplicates merged into one ticket, tickets linked for a common incident.
- Customer profile
- History, plan, custom fields, and latest tickets next to the message.
Administration
Settings, grouped by topic
- Teams and permissions
- Agent, supervisor, administrator roles. Restriction by mailbox.
- Business hours
- Calendars per team, holidays, suspension of SLA timers.
- Custom fields
- Text, list, date, checkbox, on tickets and companies.
- Audit log
- Who changed what, when, from which IP address. Exportable.
- Authentication
- Password, Google, or SAML/OIDC on higher-tier plans.
- Backups
- Daily with 30 days retention on the hosted version.
Previews
Screens, module by module
Three screenshots of the most used surfaces after the ticket queue.
Counters in progress
hours 9am–6pm · Paris- #4818 SSO access denied · urgent18 min left
- #4821 Duplicate invoice for June · high42 min left
- #4802 Export outage · urgent6 min over
- #4811 Webhook not received · normal5 h left
14:17 90% threshold → notify supervisor
14:23 breach → priority set to urgent · #support-urgent
Acme Help Center
Setting up your sending domain
1,284 views · 92% helpful
Understanding SLA counters
870 views · 88% helpful
Importing your Zendesk tickets
612 views · 95% helpful
Suggested in the form
“Why does my invoice show up twice?”
POST /webhooks/acme · ticket.created
200 · 84 ms · signature verified
200 · 91 ms · signature verified
502 · retrying in 30 s
Tech Stack
What runs under the hood
- Application
- Next.js 15, React 19, TypeScript strict
- Database
- PostgreSQL 16, queries via Drizzle, isolation by RLS
- Processing queues
- BullMQ on Redis for emails, SLA, and exports
- Real-time
- Server-Sent Events on Redis pub/sub
- Files
- S3 or MinIO, time-limited signed links
- Deployment
- Docker Compose, Helm chart for Kubernetes