freescout-help-desk/freescout

Features

• Support Ticketing - Organizes customer inquiries and email conversations into a shared inbox for tracking and resolution.
• Self-Hosted Help Desks - A self-hosted, open-source help desk and ticket management system for full control over customer data.
• Ticket Thread Management - Creates and updates customer support conversations and their associated message threads.
• Ticketing Systems - Functions as a complete system for organizing customer conversations into tickets with team collaboration and collision detection.
• Inbox Tagging - Categorizes conversations by managing folder structures and assigning descriptive tags.
• Customer Relationship Management - Maintains detailed customer profiles and organizational records to track all interactions and history.
• Customer Relationship Management Systems - Provides comprehensive tools for tracking detailed customer profiles and organizational records to maintain interaction history.
• Customer Support Platforms - Delivers a complete suite for managing customer support operations using mailboxes and tags for organization.
• Customer Profile Management - Provides tools for creating and updating comprehensive customer contact information and custom data fields.
• Shared Team Inboxes - Provides collaborative environments for managing and routing incoming inquiries across multiple shared mailboxes.
• Support Workflow Automation - Automates customer support via automatic replies and ticket distribution rules to balance agent workloads.
• Knowledge Bases - Exposes support articles and knowledge base content through a programmable interface for external access.
• Support Knowledge Bases - Includes a built-in knowledge base system for creating and exposing support articles to customers.
• Knowledge Base Management - Includes a documentation system for creating and exposing support articles to customers via a programmable interface.
• Multi-Channel Support Inboxes - Offers a centralized dashboard that aggregates email, mobile, and API communications into a unified support interface.
• Incoming Email Processors - Provides systems to receive and route incoming email streams for ticket creation and processing.
• User Account Management - Manages user profiles, credentials, and role-based access control to secure the platform.
• Organization Management - Maintains organization records and controls membership roles for customers.
• Conversation Summaries - Condenses long message threads using AI to speed up the review of customer interactions.
• API-Driven Extensions - Connects the help desk to external tools and automation platforms to increase overall system capabilities.
• Automated Ticket Assignments - Distributes incoming conversations to a pool of agents automatically to balance the workload.
• Conversation Full-Text Indexes - Provides specialized indexing of conversation content for fast and accurate retrieval of support tickets.
• Customer Portals - Groups customers into organizations and provides dedicated portals for managing those relationships.
• Event-Driven Workflow Triggers - Triggers external workflows by sending JSON payloads to specified URLs when system events occur.
• Team Collaboration Tools - Prevents duplicate effort through collision detection and internal notes for team communication.
• Workflow Automation APIs - Links the help desk to third-party workflow tools via an API to automate ticket actions.
• Background Job Processing - Offloads asynchronous tasks to a queued worker system to prevent blocking user requests.
• Help Desk Mobile Applications - Provides native mobile applications for iOS and Android to manage support conversations.
• Messaging Automation - Sends automatic replies to incoming messages and manages user notification preferences.
• Event-Driven Hook Systems - Triggers external notifications and workflows by sending JSON payloads via webhooks when system events occur.
• Hook-Based Extensibility - Executes custom code or modifies data at specific execution points using actions and filters.
• Hook-Based Extension Frameworks - Implements a system of actions and filters that allow custom code to modify core behavior at specific execution points.
• Module-Based Extensions - Extends system capabilities through the installation of community-made or self-developed software modules.
• Webhook Event Notifications - Provides the ability to create triggers that send automated push notifications to external URLs upon specific events.
• Plugin-Based Architectures - Allows the addition of new features and integrations via self-contained software modules.
• Background Task Scheduling - Runs a background scheduler for periodic mail fetching and report generation on private infrastructure.
• Third-Party API Integrations - Integrates third-party services via a middleware platform to synchronize data and trigger workflows.
• Communication Platforms - Self-hosted help desk and shared mailbox solution.

Star history