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Helpdesk Ticketing Software: Email, Chat and Customer Portal

PRS Admin

Written by PRS Admin

Reviewed by the PRS India software & mobile app development team

15 min read

Helpdesk Ticketing Software: Email, Chat and Customer Portal

Customer questions coming in by email, chat and phone, and some get lost? A helpdesk fixes that. Every question becomes a ticket with a number, an owner and a status. Your team answers from one inbox. Your customers get a help centre where they can find answers, send a request and track it.

We build this helpdesk for you, under your own brand. We do not start from zero: the helpdesk ticketing software is already built and working. We set it up for your business, add your teams, rules and time limits, and put it on your own server. You get the full source code, so the helpdesk is yours to keep.

Helpdesk ticket inbox with open tickets, priorities, owners and time limits, shown in a demo brand
Get a free demo → See all features How we build a helpdesk

See it working before you decide

We keep a demo helpdesk filled with sample tickets, customers and help articles. Send us a message and we will show it to you on a call, then give you a demo login to try it yourself. You can follow one request from the customer's form, to the agent's reply, to a closed ticket.

Support agentsTicket inbox, any browser
Your customersHelp centre and chat
AdminRules, time limits, reports

What you get

A helpdesk has to work for the people who answer, the people who ask, and the people who run the team. Our helpdesk software has a part for each:

  • Agent screens: the ticket inbox, each ticket's full conversation, internal notes, saved replies, live chat and the help articles.
  • Help centre for customers: help articles, a request form, and a page to track their own requests. It has an English and a Hindi version.
  • Chat box for your website: a small chat window your customers open on any page of your site.
  • Admin settings: teams, roles, working hours, time limits, rules that run by themselves, and your brand.
  • IT service desk parts (switch on if you need them): assets, change requests, problems and a service catalogue.
  • Server: keeps your data, runs the timers and rules, sends emails, and runs on your own server or cloud account.

All the features, already built

Every feature below is in the helpdesk today. Parts can be switched on or off from the settings, so your team only sees what it uses.

AgentsOne ticket inboxEvery request in one list, with its number, priority, status, owner and time left. Filter it and save your own views, like "My open tickets".
AgentsFull conversationEach ticket shows every message, reply and change in date order, on one screen.
AgentsInternal notesWrite a note only your team can see. Mention a colleague to bring them in.
AgentsSaved repliesKeep answers to common questions and add one to a reply in a click.
Agents"Someone is replying"See when a colleague has the same ticket open or is typing a reply, so two people don't answer the same customer.
AgentsMerge and bulk changesMerge two tickets about the same issue. Change the owner, status or priority of many tickets at once.
AgentsSnooze and remindersHide a ticket until a set date, or set a reminder to follow up.
AgentsLive chatAnswer website chats from a chat queue. A chat can become a ticket when it needs more work.
CustomersHelp centreHelp articles in topics, with search. Customers find answers without writing to you.
CustomersRequest formCustomers send a request with a subject, a topic and attachments. You choose the fields.
CustomersTrack my requestsCustomers sign in with a one-time code by email, see all their requests and reply from there.
CustomersRate the serviceAsk customers to rate the reply when a ticket is closed, and see the scores in the reports.
ManagersReply time limitsSet a first-reply time and a fix time for each priority. The clock follows your working hours and holidays.
ManagersWarnings before a missWhen a ticket is close to its time limit, the helpdesk warns the agent, then the team lead, up to four levels.
ManagersFair ticket sharingNew tickets go to the right team by topic, then to agents in turn, or to the agent with the fewest open tickets.
ManagersReports and dashboardsOpen, solved and late tickets, reply times and team numbers. Build your own report, or send one by email on a schedule.
AdminRules that run by themselves"When a ticket comes in about billing, set it to high and give it to the accounts team." Set rules like this without a developer.
AdminTeams and rolesPut agents in teams. Each role decides what a person can see and change: all tickets, their team's, or only their own.
AdminYour own fieldsAdd your own fields, ticket types, statuses and priorities, and your own request forms.
AdminImport and exportBring in old tickets, customers and help articles from CSV. Export tickets to CSV at any time.
AdminSign-in safetyTwo-step sign-in with an authenticator app, a sign-in history and a full record of who changed what.
IT teamAssetsA list of laptops, phones and other equipment, who has each one, and the tickets about it.
IT teamChange requestsPlan a change, get it approved, and track it from request to done.
IT teamProblemsLink many tickets to one problem, write down the root cause and the fix.
IT teamService catalogueStaff ask for things from a list, like a new laptop or access to a system, with approvals if needed.

How customers reach you

Every message lands in the same ticket inbox, so your team works from one place.

EmailCustomers write to your support address, like support@yourcompany.com. Each new email becomes a ticket, and replies stay in the same ticket. We connect your mailbox during setup.
Chat on your websiteA chat bubble on your site, with help search and a contact form. You pick the colours, the greeting and the working hours.
Help centre formCustomers send a request from your help centre. While they type, it shows help articles that may already answer the question.
Phone and walk-insAgents add a ticket by hand when a customer calls or walks in, so every request is tracked the same way.

WhatsApp and SMS can be added on request, through your own provider account.

Screens for your support team

Ticket conversation with the customer's emails, the agent's reply and a yellow internal note
One ticket: the customer's emails, the agent's reply and an internal note (in yellow) that only the team can see.
Agent home page with ticket queues and the most urgent tickets
The agent's home page: their queues and the tickets that need attention first.
Knowledge base list of help articles with status, languages and helpful votes
Help articles: write them once, publish them in your help centre, and see which ones customers find helpful.
Saved replies list with short codes for closing, greeting and working hours
Saved replies: type a short code like /hello in the reply box to add a ready answer.
Customer list with names, companies, languages and last seen dates
Customers and their companies, with each person's language and past tickets.
Ticket volume report with tickets created and solved and a split by channel
Reports: tickets created and solved, reply times, time-limit misses, agent work and ratings.

What your customers see

Customer help centre home page with search, topics and popular articles
Your help centre: search, topics, popular articles and a button to send a request.
Help article page with a was this helpful question and related articles
A help article, with "Was this helpful?" and related articles.
Customer request form showing suggested help articles above the form
The request form. While the customer types, it suggests articles that may solve the problem.
Customer view of one request with its status steps and the support team's reply
The customer tracks the request: its status, the team's reply and a box to answer back.
Chat widget settings with a live preview of the chat bubble on a website
The website chat box: set the name, greeting, colour and position, and see a live preview before you publish.

Time limits, rules and team settings

Reply time limit policies for VIP customers, live chat and all other tickets
Reply time limits: faster targets for VIP customers and live chat, and a default for everything else.
Business hours schedule from Monday to Saturday in the India time zone
Working hours and holidays. Time limits only count the hours your team is at work.
List of automatic rules such as raise priority for VIP customers and tag refund requests
Rules that run by themselves, like "raise the priority for VIP customers" or "tag refund requests".
Rule editor showing when the rule runs and a plain sentence that explains it
Each rule is shown as a plain sentence, so anyone can see what it does.
Team list with agents, their roles and status
Your team: admin, team lead, senior agent, agent and light agent roles, each with its own rights.

IT service desk, if you need it

Running support for your own staff, or for clients' IT? Switch on the IT parts. They use the same tickets, people and reports.

Asset list with laptops, phones, monitors and software licences, their users and value
Assets: laptops, phones, monitors and licences, who uses each one, its value and warranty date.
Service catalogue with items like new laptop, software install and new joiner set-up
Service catalogue: staff ask for a new laptop, software or access, with an approver where needed.
Change requests list with type, risk, status and planned date
Change requests with a risk level, an approval step and a planned date.
Problems list with known errors, status, priority and owner
Problems and known errors: find the cause behind many tickets and share the workaround.

How we build your helpdesk

  1. Free demo call. We show you the demo helpdesk with sample tickets and note how your team answers customers today.
  2. Plan and quote. We agree your ticket types, teams, time limits, rules and the parts you need, and give you a fixed quote.
  3. Your brand. We put in your helpdesk name, logo and colours on the agent screens, the help centre, the chat box and the emails.
  4. Your channels and data. We connect your support email address and your website chat, and bring in your old tickets, customers and help articles from Excel or CSV.
  5. Your server. We set up the helpdesk on your own cloud or server, with your domain, your email account and backups.
  6. Training and support. We train your team and stay with you after launch to fix issues and add features.

What it is built with

  • Server: Node.js (NestJS) with a PostgreSQL database and Redis for background jobs, timers and reminders.
  • Web screens: Next.js and React for the agent screens and the help centre. They work in any browser, on a computer or a phone.
  • Live updates: new tickets, chat messages and "someone else is replying" show up at once, without reloading the page.
  • Chat box: one small script you paste into your website.

It is the same stack we use in our other SaaS development and web application development work, so any good developer can pick up the code later.

Helpdesk projects we have built

GeedeskA helpdesk for hotels: guest requests, auto assignment and escalation

White-label: your name on everything

Your agents and your customers see your brand, not ours. Your helpdesk name, logo and colours go on the agent screens, the help centre, the chat box and every email. You get the full source code, so there is no monthly fee per agent to us and no lock-in. You can also sell the helpdesk to your own clients under your name.

Get a quote for your helpdesk

Ticket inbox, help centre, chat box, time limits, rules and reports, with your brand, set up on your own server. Tell us how your team handles support today and what you want to fix, and we will send a fixed quote.

  • Full source code, yours to keep
  • Your teams, ticket types, time limits and rules
  • Your old tickets, customers and help articles brought in
  • Training for your team and help after launch
Ask for a quote or a demo →

Frequently asked questions

What is helpdesk ticketing software?

It is software that turns every customer question into a ticket. Each ticket has a number, an owner and a status, so nothing gets lost. Your team answers from one inbox, and customers can see where their request stands.

What is a white-label helpdesk?

It is a helpdesk that is already built, which we set up with your name, logo and colours. Your agents and customers only see your brand. You get the full source code, so you own it.

Can I see the helpdesk before I pay?

Yes. We show you the demo helpdesk with sample tickets, help articles and reports on a free call. Then we give you a demo login so you can try it yourself.

Which channels can customers use?

Email, the chat box on your website, and the request form in your help centre. Agents can also add a ticket by hand for a phone call or a walk-in. WhatsApp and SMS can be added on request, through your own provider account.

Can customers track their own tickets?

Yes. Customers sign in to your help centre with a one-time code sent to their email. They see all their requests, the replies and the status, and can reply from there.

Can I set reply time limits for my team?

Yes. Set a first-reply time and a fix time for each priority. The clock follows your working hours and holidays. When a ticket is close to its limit, the helpdesk warns the agent, then the team lead.

Can it also run an IT service desk?

Yes. Switch on the IT parts and you get an asset list, change requests with approvals, problems with root causes, and a service catalogue for staff to ask for laptops, access or software.

Do I get the full source code?

Yes. You get all the source code for the server, the agent screens, the help centre and the chat box. You can change it, host it on your own server and use it under your own name, with no monthly fee per agent to us.

Is there a mobile app?

The agent screens and the help centre work in the browser on any phone. If your team needs an Android or iPhone app, we build it as part of the project.

How much does a helpdesk cost?

It depends on the parts you need, the changes and how much old data you have. Tell us what you need and we will send a fixed quote. The demo and the first call are free.

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PRS Admin

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PRS Admin

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