libredesk/README.md

LibreDesk

Self-hosted 100% open-source support desk. Single binary with minimal dependencies.

Features

Feature	Description
Granular Permissions	Fine-grained control over conversations, allowing you to define both the actions agents can perform—such as changing priority, status, or adding tags—and the conversations they can access, including those assigned to them or their team.
AI-Powered Reply Enhancements	Transform agent replies with AI capabilities to make them friendly, concise, empathetic, professional, actionable, positive, or neutral.
Roles for Agents	Define agent roles with specific permissions.
Tags for Conversations	Organize and categorize conversations with tags.
Private Notes	Add internal notes visible only to agents.
SLA	Configure and manage service level agreements.
CSAT	Measure customer satisfaction with post-interaction surveys.
Reports	Gain insights and analyze support performance, with complete freedom to integrate analytics tools like Metabase for generating custom reports.
Canned Responses	Save and reuse common replies for efficiency.
Auto Assignment	Automatically assign tickets to agents based on defined rules.
Snooze Conversations	Temporarily pause conversations and set reminders to revisit them later.
Automation Rules	Define rules to automate workflows on conversation creation, updates, or hourly triggers.
Customize Email Templates (Agent)	Customize email notifications sent to agents.
Customize Email Templates (Replies)	Customize email templates for conversation replies via email.
Set Business Hours	Define operating hours to manage SLA and availability.

Channel Support

Channel	Status
Email	Supported