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.

Create a space View pricing

Modules

Four pages for four parts of the tool

Shared Inbox

All emails, forms, and chat messages in one queue.

See detail →

SLA and Rules

First response times, escalations, triggers, and macros.

See detail →

Knowledge Base

Public or internal articles, customer portal, and widget.

See detail →

Channels and Integrations

Email, chat, WhatsApp, API, signed webhooks.

See detail →

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.

acme.open-helpdesk.com/app/tickets

IDSujetSLAAgent

#4821Facture double sur juinMarie Duval · priorité haute42 minLéa

#4820Export CSV videStudio Novak · priorité normale3 hKarim

#4818Accès SSO refuséMairie de Blois · priorité haute18 min—

#4815Demande de remboursementPierre Aubry · priorité basse1 jLéa

#4811Webhook non reçuTech Ardennes · priorité normale5 hKarim

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.

acme.open-helpdesk.com/app/sla

Compteurs en cours

horaires 9h–18h · Paris

#4818 Accès SSO refusé · urgent18 min restantes
#4821 Facture double sur juin · haute42 min restantes
#4802 Panne export · urgentdépassé de 6 min
#4811 Webhook non reçu · normale5 h restantes

14:02 palier 75 % → rappel à Léa
14:17 palier 90 % → notification superviseur
14:23 dépassement → priorité urgente · #support-urgent

SLA timers and escalations

aide.acme.fr

Centre d'aide Acme

⌕facture en double

Configurer votre domaine d'envoi

1 284 vues · 92 % utile

Comprendre les compteurs SLA

870 vues · 88 % utile

Importer vos tickets Zendesk

612 vues · 95 % utile

Suggéré dans le formulaire

« Pourquoi ma facture apparaît deux fois ? »

Public help portal

acme.open-helpdesk.com/app/settings/channels

Emailsupport@acme.fr · MX vérifié412 ce mois

Chatwidget web · 14 ko97 ce mois

WhatsApp+33 6 12 ** ** **58 ce mois

APIclé srv_live_… · lecture/écriture1 903 appels

POST /webhooks/acme · ticket.created

200 · 84 ms · signature vérifiée

200 · 91 ms · signature vérifiée

502 · nouvelle tentative dans 30 s

Channels and webhooks

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

Read the documentation View the repository