Libredesk

Libredesk is a modern customer support desk for managing customer conversations in a unified, real-time shared inbox. It is designed for straightforward self-hosting and can be deployed as a single binary with a web UI.

Key Features

• Multiple shared inboxes to handle conversations across teams
• Role-based access control with granular permissions and custom roles
• Automation rules for auto-tagging, assigning, and routing conversations
• Macros/templates for one-click saved responses and actions
• CSAT surveys and metrics for measuring customer satisfaction
• SLA management with response-time targets and breach notifications
• Tags, custom statuses, snoozing, and fast search for organization
• Webhooks and HTTP/JSON APIs for integrations and custom workflows
• Single sign-on support (including OIDC)
• Attachments with S3-compatible storage

Use Cases

• Running a shared support inbox for a SaaS or internal IT/helpdesk team
• Automating triage and routing of incoming requests using rules and tags
• Collecting CSAT feedback and tracking SLA performance for support teams

Libredesk fits teams that want an open help desk with strong workflow features like automation, macros, and permissions, while keeping deployment and operations simple. Its API and webhooks make it suitable for integrating support workflows into existing systems.