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HelpRealm is an open-source, lightweight SaaS support ticket system that centralizes customer requests into workspaces and tickets. It supports ticket creation via a contact form, e-mail (SMTP/IMAP) and a REST/API widget, and provides an agent-driven interface for processing requests.

Key Features

• Ticket creation, listing and management with types, priorities and statuses
• Group-based routing and role-based agent management (including superadmins)
• Email integration: notifications, email-created tickets and reply processing via IMAP/SMTP
• REST API and embeddable widget for custom frontends
• File attachments, ticket notes and Gravatar support
• Workspace-specific FAQ, multi-language support and responsive UI
• Built-in dashboard, friendly installer and Stripe payment integration for SaaS billing
• Security protections against XSS, SQL injection, CSRF and spam

Use Cases

• Freelancers or small agencies offering customer support via a lightweight multi-workspace system
• Small businesses consolidating web-form and email support into a single ticketing backend
• Developers embedding a support widget or using the REST API to create tickets from custom frontends

Limitations and Considerations

• Documentation is limited; the project README references an optional external documentation link and the hosted instance is described as a testing/demo instance
• No official production SLA or commercial support is provided by the repository owner; adoption for critical enterprise use should be evaluated carefully
• Repository shows no published binary releases on GitHub; deployment requires following the source setup and system requirements (PHP/MariaDB, mailserver)

HelpRealm is a compact, PHP/Laravel-based helpdesk intended for small teams and testing instances. It offers core ticketing, email integration and an API/widget for embedding support flows, while users should plan for self-deployment and limited official documentation or commercial support.