Helpdesk

Overview

What Helpdesk is, who it is for, what state it is in, and how this documentation is organised.

Helpdesk is a helpdesk and ticketing system for the shared inboxes of small teams. It is self-hosted: you run it on your own server, with your own PostgreSQL database and S3-compatible object storage. Tickets arrive by mail, through a web form and through a customer portal; triggers, SLA timers and macros automate the routine; AI drafting is optional.

Status: in development

The API, the database schema and the interface can still change without notice. The application builds and runs, but it has not been tested against all real services yet (mail servers, OAuth providers, storage providers). Do not run it as your only support channel before you have tried it with your own setup.

What it covers

  • Shared inboxes. Incoming mail is read over IMAP (IDLE) and threaded into tickets; agents reply from the web UI, outgoing mail is queued and can be DKIM-signed. Mailboxes can use OAuth2 with Google and Microsoft 365.
  • More channels. A public contact form per mailbox and a customer portal where customers sign in with a one-time link.
  • Automation. Triggers on ticket events, scheduler jobs, macros, SLAs with business hours and webhooks, all on one selector format.
  • Structure. Organizations with mail domains, custom ticket fields, tags, saved replies, merge, split and links between tickets.
  • Privacy. A deletion job for a customer that follows the GDPR, with a log of what was removed.
  • Optional AI and MCP. Ticket summaries and text rewriting with a provider you choose, including self-hosted models, and a local MCP server for trusted clients.

Where it stops

  • The web UI is English only.
  • Some functions exist as API first and have no settings page yet, for example custom field definitions.
  • The MCP server has no authentication of its own and is meant for local stdio use only.

How this documentation is organised

Group Read it for
Getting started Start a local instance with demo data
Concepts How the parts fit together: architecture, channels, automation, data and privacy
Guides Deployment on a server, with every setting the production setup needs