libredesk

libredesk is an open-source, self-hosted omnichannel customer support desk. It provides a unified interface for managing customer communications across different channels, including live chat and email, allowing teams to handle multiple support addresses, such as billing or sales, from a single inbox.

The application is deployed as a server and can be installed via a single binary or using Docker. It includes a chat widget that can be embedded on websites to facilitate real-time communication between visitors and support agents. This setup allows organizations to maintain full control over their customer data while managing support tickets and live conversations in one location.

Key features

• Omnichannel inbox for managing live chat and email conversations
• Embeddable real-time chat widget for websites
• Automation rules for auto-tagging, assigning, and routing conversations
• Granular permissions for creating custom roles for teams and agents
• SLA management to track response time targets and breach notifications
• CSAT surveys to measure customer satisfaction
• Macros for saving and sending frequently used message templates
• Webhooks for real-time HTTP notifications to external systems
• AI-assist for rewriting responses to change tone or polish text

The backend is developed in Go and the frontend uses Vue.js 3 with Shadcn UI. It utilizes a Postgres database for data storage. The system includes administrative tools such as activity logs for auditing agent actions and a command bar for quick navigation via keyboard shortcuts. Users can define custom attributes for contacts and conversations to track specific data, such as subscription plans or the date of a first purchase. Workload distribution is managed through auto assignment rules based on agent capacity or custom criteria.

This software is designed for organizations that require a self-managed ticketing and live chat system to handle customer success and support operations. It serves as a centralized hub for teams to organize conversations using tags, custom statuses, and snoozing functions.