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Show HN: Libredesk – Open-source customer support desk. Single binary app

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Re: Show HN: Libredesk – Open-source customer support desk. Single binary app

#71

Post by wiradikusuma »

The UI looks good! I can't seem to find the channels it supports. Email? X? Instagram (IG) comments?

A support desk is all about channel integrations, for example:

- replying IG comments from the app

- replying Telegram chats from the app

- replying support@myco.com from the app (SMTP & IMAP integration)

- basic CRM so that we that the customer doing all 3 above are the same, so the agent has "context"

- integration with external CRM

I hope I'm not offending anyone, but if any integrations are supported, you should emphasize this.

Re: Show HN: Libredesk – Open-source customer support desk. Single binary app

#72

Post by OldMatey »

Fantastic. This is far overdue and looks like a solid start. I have been particularly surprised by how few options there are in the CS space that are open source and options like Zendesk are SO expensive and the pricing tiers and cost structures are prohibitive for many small organizations.

Re: Show HN: Libredesk – Open-source customer support desk. Single binary app

#73

Post by remram »

Looks good! I'm currently using OsTicket (PHP) with a small team. Pretty happy with it but could use more automation. What I like best about OsTicket is that I was able to configure it completely transparent, there are no auto-messages sent to users and no reference numbers of boilerplate in outbound messages.

Happy to see more opensource options in this space, especially with a focus on customizable automation.

Re: Show HN: Libredesk – Open-source customer support desk. Single binary app

#77

Post by rushabh »

dinu99 wrote: post #38

Looks nice, congratulations. Can you add knowledgebase section? I'm looking for an alternative to freshdesk/zendesk. I would recommend monetizing this via hosted service like https://frappe.io/ does with ERPNext project.

checkout https://frappe.io/helpdesk

Re: Show HN: Libredesk – Open-source customer support desk. Single binary app

#78

Post by registeredcorn »

avr5500 wrote: post #62
registeredcorn wrote: post #61

It's a neat idea and I'd like to see how this evolves over time! Keep up the great work!! :) I do have notes/feedback based off of what I see in the demo site: # SLA The SLA stuff under the Admin panel needs to be way, way more robust if I were to ever use it. Many of the clients I work with have different SLA expectations based on the severity of an issue. They also might work in different time zones from Support st…

Hey, thank you for taking time to write such a detailed feedback! Really appreciate this. The automations are just for that, in automations admin tab you can create rules like email has text `@google.com`, `ceo@xyz.com`. If true you can apply certain actions like set SLA, assign to a specific agent, etc. You're right this SLA system is not flexible enough, I will work on improving this feature. Regarding the "FRD Ove…

Ah, nice. Thanks for the clarification! Really looking forward to the future of this system. :)

Re: Show HN: Libredesk – Open-source customer support desk. Single binary app

#79

Post by fifticon »

curtisszmania wrote: post #48

We all know open-source customer support tools are still the wild west, and Libredesk might just be the sheriff in town. Libredesk's single binary app approach is refreshing - simplicity can be beautiful when done right. As someone who's been around the block a few times, I'm intrigued by the potential for self-hosted support desks to disrupt traditional SaaS models. In fact, I remember when our own company was small…

this curtismania comment should be flagged as spam, but I can't do so from the interface. I don't know what he is eating, but it is not carbon-based. Possibly he has been eating marketing-copy, directly.
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