Seraph
Open-source help desk and task management software with self-hosting option
About Seraph
Seraph is an open-source help desk and task management platform designed for teams that need flexible customer support infrastructure. It offers ticket management, live chat, a knowledge base, SLA management, and automated ticket assignment. Available as both self-hosted and cloud-hosted, Seraph provides customizable branding, social media integration, response templates, and a self-service portal for end users.
Pros & Cons
Pros
- Open-source with self-hosting option for full data control
- Free tier available for small teams
- Comprehensive feature set including live chat and knowledge base
- Customizable branding for white-label deployments
- SLA management with automated escalation
- Social media integration centralizes support channels
- Self-service portal reduces support ticket volume
Cons
- Pricing can be steep for larger teams at higher tiers
- Smaller community compared to established help desk platforms
- Self-hosted deployment requires technical expertise to maintain
- Limited third-party integrations compared to major competitors
- Documentation and learning resources may be less extensive
- Enterprise tier needed for advanced customization options
Key Features
Ticket Management
Create, assign, prioritize, and track support tickets through their full lifecycle with custom statuses and fields
Live Chat
Real-time chat widget for instant customer communication directly from your website
Knowledge Base
Build a searchable self-service knowledge base with articles and FAQs to reduce ticket volume
Automated Ticket Assignment
Route incoming tickets automatically to the right agents based on rules, skills, or workload
Response Templates
Pre-built reply templates for common questions to speed up agent response times
SLA Management
Define and enforce service level agreements with automatic escalation and priority tracking
Social Media Integration
Manage support requests from social media channels alongside traditional tickets
Reporting & Analytics
Track agent performance, ticket resolution times, customer satisfaction, and team productivity
Customizable Branding
White-label the help desk portal with your own logo, colors, and domain
Self-Service Portal
Customer-facing portal where users can submit tickets, check status, and browse the knowledge base
Pricing
- Core ticket management
- Basic knowledge base
- Community support
- Self-hosted option
- Everything in Free
- Live chat
- Response templates
- Automated assignment
- Email support
- Everything in Basic
- SLA management
- Social media integration
- Advanced reporting
- Custom branding
- Everything in Advanced
- Dedicated support
- Custom integrations
- Priority SLA
- On-premise deployment
Best For
Small Business Customer Support
Set up a complete help desk with ticketing and knowledge base for growing businesses on a budget
Self-Hosted Support Infrastructure
Deploy on your own servers for complete data ownership and compliance with privacy regulations
White-Label Help Desk
Rebrand the platform with custom logos and colors for MSPs or agencies serving multiple clients
Multi-Channel Support
Centralize email, live chat, and social media support requests in a single unified inbox
IT Service Desk
Manage internal IT support requests with SLA tracking, automated assignment, and knowledge base articles
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