dnyHelpRealm: A Lightweight SaaS Support Ticket System

Introduction

dnyHelpRealm is a free, open-source SaaS support ticket system developed by Daniel Brendel. It provides a comprehensive solution for entities to offer customer support, particularly well-suited for freelancers and small teams. Customers can easily create support requests through a personal workspace contact form, email, or via an API, including text content and attachments. Each request generates a ticket, which is then managed by registered agents.

The system offers a wide array of features including:

• Tickets: Creation, listing, management, different types and priorities, status tracking, notes, and attachments.
• Groups: Management and routing of tickets through various groups.
• Agents: Management of agents and superadmins.
• Customer Infos & Dashboard: Centralized information and an overview.
• FAQ: A knowledge base for common questions.
• Multi-language Support: For broader accessibility.
• Communication: E-Mail notifications, replies, and the ability to create tickets via email.
• Security: Protection against XSS, SQL Injection, CSRF, and Spam.
• SaaS Solution: Designed for multi-tenancy.
• API: REST and Widget API for integration with client applications.
• Stripe Payment: For potential monetization or related features.

Installation

Setting up dnyHelpRealm is streamlined thanks to its friendly installer. Before proceeding, ensure your environment meets the following system requirements:

• PHP ^8.2
• MySQL 10.4.27-MariaDB
• Default PHP extensions
• An E-Mail Server for notifications and ticket processing.

The system also supports a robust mail service configuration, allowing agents and customers to interact with ticket threads by replying to notification emails. This requires setting up cronjobs for processing system and custom mail inboxes, protected by a secure token.

Examples

dnyHelpRealm facilitates various support workflows. For instance, a customer encountering an issue can visit their dedicated workspace, fill out a contact form with their query and attach relevant files, which instantly creates a new ticket. Alternatively, they can simply send an email to a designated support address, and the system will automatically convert it into a ticket.

For developers, the provided API allows for programmatic ticket creation from client applications, enabling seamless integration into existing platforms. Agents, on the other hand, can log into the dashboard to view, update, and route tickets through different support groups, adding notes and communicating directly with customers either through the platform or via email replies.

Why Use It

dnyHelpRealm stands out as an excellent choice for anyone needing a robust yet lightweight support ticket system, especially freelancers and small teams. Its SaaS architecture makes it scalable and efficient for managing multiple clients or projects. The comprehensive feature set, including advanced ticket management, multi-language support, and strong security measures, ensures a professional and secure support experience.

The inclusion of an API and Stripe payment integration offers flexibility for customization and potential business models. With its responsive layout and easy-to-use interface, dnyHelpRealm provides a powerful, free, and open-source alternative to commercial helpdesk solutions, empowering you to deliver exceptional customer service.

Links

• GitHub Repository: https://github.com/danielbrendel/dnyHelpRealm
• Project Post: https://osrepos.jalab.pt/repo/danielbrendel-dnyhelprealm

A documentation resource can be linked by setting the APP_DOCUMENTATION_LINK environment variable.