# abhinavxd/libredesk

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2,571 stars · 197 forks · Go · AGPL-3.0

## Links

- GitHub: https://github.com/abhinavxd/libredesk
- Homepage: https://libredesk.io
- awesome-repositories: https://awesome-repositories.com/repository/abhinavxd-libredesk.md

## Topics

`conversation` `conversations` `customer-service` `customer-success` `customer-support` `customer-support-automation` `golang` `helpdesk` `intercom` `support` `ticketing-system` `vue`

## Description

Libredesk is an omnichannel support management system designed to unify live chat and email communications into a single dashboard. It provides a comprehensive environment for managing customer interactions, agent roles, and team assignments to organize support workloads.

The project distinguishes itself through AI customer support automation, which includes generating automated responses and refining message tones. It also supports the development and integration of custom chat widgets using WebSockets and JavaScript APIs.

The system covers a broad set of capabilities, including customer relationship management with custom contact attributes, automated conversation routing, and a REST API for external tool integration. It also features monitoring tools for SLA compliance tracking, customer satisfaction measurement, and administrator activity auditing.

The application is delivered as a self-contained binary with embedded static assets for simplified deployment.

## Tags

### Business & Productivity Software

- [Omnichannel Support Platforms](https://awesome-repositories.com/f/business-productivity-software/omnichannel-support-platforms.md) — Unifies live chat and email communications into a single dashboard for streamlined customer interaction management. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Automated Routing](https://awesome-repositories.com/f/business-productivity-software/automated-routing.md) — Applies predefined rules to automatically tag, assign, and route incoming customer conversations to the correct destinations. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Contact Internal Notes](https://awesome-repositories.com/f/business-productivity-software/contact-internal-notes.md) — Allows creation of persistent internal notes linked to customer profiles to maintain support context. ([source](https://docs.libredesk.io/api-reference/endpoint/contact-notes/create-contact-note.md))
- [Conversation Assignees](https://awesome-repositories.com/f/business-productivity-software/conversation-assignees.md) — Allows the assignment of specific team members to customer conversations to manage ticket ownership. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/update-user-assignee.md))
- [Conversation Assignment Management](https://awesome-repositories.com/f/business-productivity-software/conversation-assignment-management.md) — Fetches lists of customer conversations currently assigned to the authenticated agent. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/get-assigned-conversations.md))
- [Conversation Assignments](https://awesome-repositories.com/f/business-productivity-software/conversation-assignments.md) — Provides capabilities to update the team responsible for customer conversations to ensure correct group handling. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/update-team-assignee.md))
- [Conversation Categorization](https://awesome-repositories.com/f/business-productivity-software/conversation-categorization.md) — Assigns and updates labels on conversations to categorize customer interactions and improve workflow. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/update-conversationtags.md))
- [Customer Relationship Management](https://awesome-repositories.com/f/business-productivity-software/customer-relationship-management.md) — Tracks customer profiles with custom attributes and internal notes to maintain context across conversations.
- [Helpdesk API Integrations](https://awesome-repositories.com/f/business-productivity-software/helpdesk-api-integrations.md) — Provides a REST API with secure key authentication to connect external tools and automate support workflows.
- [Team Administration](https://awesome-repositories.com/f/business-productivity-software/team-administration.md) — Manages agent roles, availability, and team assignments to organize support workload distribution.
- [Conversation Ownership Management](https://awesome-repositories.com/f/business-productivity-software/team-collaboration-management/conversation-ownership-management.md) — Detaches specific teams from customer conversations to update ownership and routing. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/remove-team-assignee.md))
- [Unclaimed Team Conversations](https://awesome-repositories.com/f/business-productivity-software/team-collaboration-management/team-detail-retrieval/unclaimed-team-conversations.md) — Allows agents to retrieve conversations assigned to their team that are currently waiting for a claim. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/get-team-unassigned-conversations.md))
- [Workload Distribution Systems](https://awesome-repositories.com/f/business-productivity-software/workload-distribution-systems.md) — Assigns incoming support conversations to agents based on their current capacity and custom distribution criteria. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Agent Availability Tracking](https://awesome-repositories.com/f/business-productivity-software/agent-availability-tracking.md) — Enables monitoring of agent availability to ensure efficient distribution of incoming customer conversations. ([source](https://docs.libredesk.io/api-reference/endpoint/agents/update-agent-availability.md))
- [Agent Profile Management](https://awesome-repositories.com/f/business-productivity-software/agent-profile-management.md) — Allows updating agent properties and settings via a REST API to maintain current staff profiles. ([source](https://docs.libredesk.io/api-reference/endpoint/agents/update-agent.md))
- [Canned Responses](https://awesome-repositories.com/f/business-productivity-software/canned-responses.md) — Saves frequently used messages as macros to provide standardized and rapid responses. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Conversation Initiation APIs](https://awesome-repositories.com/f/business-productivity-software/conversation-initiation-apis.md) — Allows starting new support threads through an API to programmatically track customer interactions. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/create-conversation.md))
- [Conversation Statuses](https://awesome-repositories.com/f/business-productivity-software/conversation-statuses.md) — Provides a way to fetch and manage the status labels used to track the state of support conversations. ([source](https://docs.libredesk.io/api-reference/endpoint/status-and-priority/get-statuses.md))
- [Conversation Views](https://awesome-repositories.com/f/business-productivity-software/conversation-views.md) — Implements the ability to retrieve conversations filtered by specific operational views for agent organization. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/get-view-conversations.md))
- [Customer Satisfaction Analytics](https://awesome-repositories.com/f/business-productivity-software/customer-satisfaction-analytics.md) — Sends automated surveys to users to measure and analyze customer satisfaction levels. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [SLA Performance Trackers](https://awesome-repositories.com/f/business-productivity-software/customer-support-platforms/support-ticketing/sla-driven-ticket-managers/sla-performance-trackers.md) — Monitors response time targets and triggers notifications when conversations risk breaching service level agreements. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Offline Message Routing](https://awesome-repositories.com/f/business-productivity-software/offline-message-routing.md) — Forwards live chat messages to an email inbox when support agents are offline. ([source](https://docs.libredesk.io/configuration/livechat.md))
- [Programmatic Interfaces](https://awesome-repositories.com/f/business-productivity-software/self-hosted-help-desks/programmatic-interfaces.md) — Offers a programmatic interface for interacting with the support desk using agent-specific authentication keys. ([source](https://docs.libredesk.io/getting-started/api-getting-started.md))
- [Agent Account Creation](https://awesome-repositories.com/f/business-productivity-software/team-member-management/agent-account-creation.md) — Provides API endpoints to programmatically add new team members to the support desk. ([source](https://docs.libredesk.io/api-reference/endpoint/agents/create-agent.md))

### Networking & Communication

- [Multi-Channel Session Unification](https://awesome-repositories.com/f/networking-communication/conversational-channel-integrations/multi-channel-session-unification.md) — Merges disparate communication streams from email and live chat into a single normalized conversation model.
- [Email Account Integrations](https://awesome-repositories.com/f/networking-communication/email-account-integrations.md) — Links external email accounts through OAuth 2.0 or IMAP/SMTP to centralize conversation management. ([source](https://docs.libredesk.io/configuration/connecting-inboxes.md))
- [Chat Message Sending APIs](https://awesome-repositories.com/f/networking-communication/messaging-api-integrations/chat-message-sending-apis.md) — Provides a REST API to programmatically post text messages to customer conversations. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/send-message.md))
- [Real-time Event Streams](https://awesome-repositories.com/f/networking-communication/real-time-event-streams.md) — Pushes HTTP payloads to external systems when conversations change to automate external workflows. ([source](https://docs.libredesk.io/configuration/webhooks.md))

### Web Development

- [Embedded Chat Widgets](https://awesome-repositories.com/f/web-development/embedded-chat-widgets.md) — Integrates a customizable chat interface into websites via a script tag to capture customer conversations. ([source](https://docs.libredesk.io/configuration/livechat.md))
- [Chat Management APIs](https://awesome-repositories.com/f/web-development/api-management-tools/api-development-management/api-infrastructure/resource-management-interfaces/chat-management-apis.md) — Provides a programmatic interface for initializing sessions, retrieving histories, and tracking read status for live chats. ([source](https://docs.libredesk.io/api-reference/widget-api.md))
- [Resource Detail Retrievals](https://awesome-repositories.com/f/web-development/resource-detail-retrievals.md) — Allows fetching detailed profile information for a specific customer using a unique identifier via REST API. ([source](https://docs.libredesk.io/api-reference/endpoint/contacts/get-contact.md))
- [Search APIs](https://awesome-repositories.com/f/web-development/search-apis.md) — Provides a search API to locate specific customer interactions within the conversation database. ([source](https://docs.libredesk.io/api-reference/endpoint/search/search-conversations.md))
- [WebSocket State Synchronization](https://awesome-repositories.com/f/web-development/state-syncing-reactivity/websocket-state-synchronization.md) — Synchronizes real-time typing indicators and message updates using bidirectional WebSocket communication.
- [Real-Time Data Pushing](https://awesome-repositories.com/f/web-development/websocket-integrations/real-time-data-pushing.md) — Broadcasts real-time typing indicators and page visits using WebSockets to synchronize state between agents and users. ([source](https://docs.libredesk.io/api-reference/widget-api.md))

### Artificial Intelligence & ML

- [AI Support Automation](https://awesome-repositories.com/f/artificial-intelligence-ml/ai-support-automation.md) — Uses AI-driven prompt management to automate and assist in generating customer support responses. ([source](https://docs.libredesk.io/api-reference/endpoint/ai-completions/get-a-i-prompts.md))
- [Generative AI Configurations](https://awesome-repositories.com/f/artificial-intelligence-ml/generative-ai-configurations.md) — Manages settings and credentials for external generative AI services used to automate support responses. ([source](https://docs.libredesk.io/api-reference/endpoint/ai-completions/update-a-i-provider.md))
- [Response Drafting](https://awesome-repositories.com/f/artificial-intelligence-ml/model-optimization/profiling-and-benchmarking/model-performance-optimization/prompt-optimizers/tone-customizations/response-drafting.md) — Rewrites draft messages using AI to adjust the tone for professional customer delivery. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))

### Data & Databases

- [Custom Contact Attribute Definition](https://awesome-repositories.com/f/data-databases/attribution-models/attribute-definitions/custom-contact-attribute-definition.md) — Supports the creation of specialized data fields for contacts and conversations to track custom information. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Contact Management](https://awesome-repositories.com/f/data-databases/contact-management.md) — Provides a REST API to modify and update detailed information within customer contact records. ([source](https://docs.libredesk.io/api-reference/endpoint/contacts/update-contact.md))
- [Contact Note Management](https://awesome-repositories.com/f/data-databases/contact-management/contact-attribute-key-removal/contact-note-management.md) — Enables the removal of specific internal notes associated with customer contact records via API. ([source](https://docs.libredesk.io/api-reference/endpoint/contact-notes/delete-contact-note.md))
- [Note Retrievals](https://awesome-repositories.com/f/data-databases/contact-management/contact-attribute-retrieval/note-retrievals.md) — Provides the ability to fetch a list of historical internal notes and annotations for a customer profile. ([source](https://docs.libredesk.io/api-reference/endpoint/contact-notes/get-contact-notes.md))
- [Contact Search and Selection](https://awesome-repositories.com/f/data-databases/contact-management/contact-search-and-selection.md) — Locates customer records within the system using full-text search and specific criteria. ([source](https://docs.libredesk.io/api-reference/endpoint/search/search-contacts.md))
- [Unassigned Thread Retrieval](https://awesome-repositories.com/f/data-databases/full-text-search/conversation-history-retrieval/unassigned-thread-retrieval.md) — Enables agents to find and claim active customer conversations that have not yet been assigned. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/get-unassigned-conversations.md))
- [Contact Attribute Retrieval](https://awesome-repositories.com/f/data-databases/contact-management/contact-attribute-retrieval.md) — Provides REST API access to fetch customer contact records and their associated attributes. ([source](https://docs.libredesk.io/api-reference/endpoint/contacts/get-contacts.md))
- [Conversation History Stores](https://awesome-repositories.com/f/data-databases/conversation-history-stores.md) — Retrieves a chronological thread of messages associated with a specific conversation identifier. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/get-messages.md))
- [Message Search](https://awesome-repositories.com/f/data-databases/message-search.md) — Provides indexing and retrieval utilities to query message history across support channels. ([source](https://docs.libredesk.io/api-reference/endpoint/search/search-messages.md))

### Security & Cryptography

- [Role-Based Access Control](https://awesome-repositories.com/f/security-cryptography/role-based-access-control.md) — Restricts system capabilities and API endpoints based on granular permission sets assigned to specific roles. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [API Key Generation](https://awesome-repositories.com/f/security-cryptography/api-access-security/api-key-generation.md) — Generates unique API keys and secrets to authenticate programmatic requests to the helpdesk. ([source](https://docs.libredesk.io/api-reference/endpoint/agents/generate-a-p-i-key.md))
- [JWT Session Management](https://awesome-repositories.com/f/security-cryptography/identity-access-management/authentication-strategies/session-and-credential-handling/session-credential-management/jwt-session-management.md) — Uses signed JWT tokens to verify identity and manage session permissions for agents and users.
- [OpenID Connect Support](https://awesome-repositories.com/f/security-cryptography/openid-connect-support.md) — Integrates with external identity providers using the OpenID Connect protocol for user authentication. ([source](https://docs.libredesk.io/configuration/sso.md))

### System Administration & Monitoring

- [Conversation State Labels](https://awesome-repositories.com/f/system-administration-monitoring/alerting-and-incident-management/custom-alert-statuses/conversation-state-labels.md) — Allows the creation of custom labels to track the current state of customer conversations. ([source](https://docs.libredesk.io/api-reference/endpoint/status-and-priority/create-status.md))
- [Administrative Change Auditing](https://awesome-repositories.com/f/system-administration-monitoring/audit-logging/administrative-change-auditing.md) — Logs all actions performed by administrators and agents to maintain a verifiable history of system events. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))
- [Chat Message Retrieval](https://awesome-repositories.com/f/system-administration-monitoring/chat-message-retrieval.md) — Provides an API to fetch specific message details within a conversation using unique identifiers. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/get-message.md))
- [Interaction Auditing](https://awesome-repositories.com/f/system-administration-monitoring/interaction-auditing.md) — Records timestamps of when agents last viewed specific customer conversations to track activity. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/update-conversation-assignee-last-seen.md))
- [Conversation Assignee Removals](https://awesome-repositories.com/f/system-administration-monitoring/user-group-management/group-removals/conversation-assignee-removals.md) — Provides a mechanism to remove a specific user from a customer conversation to shift responsibility. ([source](https://docs.libredesk.io/api-reference/endpoint/conversations/remove-user-assignee.md))

### User Interface & Experience

- [Chat Widgets](https://awesome-repositories.com/f/user-interface-experience/chat-widgets.md) — Provides embeddable UI components for real-time user interaction via a custom chat widget. ([source](https://docs.libredesk.io/api-reference/widget-api.md))
- [Command Bars](https://awesome-repositories.com/f/user-interface-experience/command-bars.md) — Provides a keyboard-driven command bar interface for rapid task execution and conversation navigation. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))

### Development Tools & Productivity

- [Conversation Event Webhooks](https://awesome-repositories.com/f/development-tools-productivity/event-triggers/github-event-integrations/webhook-event-receivers/conversation-event-webhooks.md) — Sends real-time HTTP notifications to external systems when specific conversation or message events occur. ([source](https://cdn.jsdelivr.net/gh/abhinavxd/libredesk@main/README.md))

### DevOps & Infrastructure

- [Application REST API Gateways](https://awesome-repositories.com/f/devops-infrastructure/rest-api-endpoint-management/application-rest-api-gateways.md) — Routes programmatic requests for agent and conversation management through a structured REST API gateway.
- [Self-Contained Deployments](https://awesome-repositories.com/f/devops-infrastructure/self-contained-deployments.md) — Bundles backend logic and frontend assets into a single executable binary for simplified deployment. ([source](https://docs.libredesk.io/contributing/developer-setup))
- [Single-Binary Deployments](https://awesome-repositories.com/f/devops-infrastructure/single-binary-deployments.md) — Provides a self-contained binary that bundles the backend and frontend assets for simplified deployment. ([source](https://docs.libredesk.io/getting-started/installation))

### Software Engineering & Architecture

- [Webhook Event Notifications](https://awesome-repositories.com/f/software-engineering-architecture/integration-extensibility/programmatic-interfaces/webhook-event-notifications.md) — Automates push notifications to specific URLs whenever predefined conversation events occur within the system.