262 comments found.
Hi how does live chat work? ajax or 3rd party? Also I wish to purchase this platform, but would need to have announcements going to customer area and agents etc Can this be done with paid service?
@whikis, the live chat works through the Pusher API.
Could you please clarify your question a bit further? I’d be happy to provide a more detailed answer once I better understand your requirements.
For faster assistance, feel free to reach out through item support.
Thanks!
Can you replace OpenAI with either Ollama cloud API, or OpenRouter APi or any of the free AI models to power the tickets. This way we can select whether to use free or premium AI models. Ticket management do not need premium AI services, this will be very helpful.
@topazaps, a free-tier option via Groq has been added alongside ChatGPT.
You can now choose between different AI providers based on your needs.
Thanks!
is the source code are all open and free to customize ?
Any builded code , that is not able to customize ?
@simajji, yes, the source code is fully open and customizable for a single domain under the Envato license. We use Vue 3 with Inertia.js, so you will simply need to run the `yarn build` command after making changes to any Vue files. Please note that making deep changes to the core files may make it more difficult to apply future version updates automatically. Thanks!
Thank . Do you have a proper user manual for this solution? So it will more easy for use to understand each of the features that function in the solution .
@simajji, I would like you to check our documention for that.
https://helpdesk-docs.softentra.comThanks!
thank
Can a user dont register and accont and able to direct create ticket with just provide email etc.
also is it able to integrate with Whatsapp so it more easi to communicate and create ticket
Hi , any response on above question
@simajji In our current Helpdesk system, users are required to create an account by providing their name, email, and password before submitting a ticket.
At the moment, WhatsApp integration is not available.
Thanks for your understanding!
Hello, in the Users section, can I organize by companies and company departments?
I serve multiple companies, and I need to know which company I’m serving and the client’s department within that company.
@curileite, thank you for your question.
At the moment, we don’t support organizing users by company or company departments. However, we understand how useful this feature could be, especially when managing multiple companies.
We’ve noted your suggestion and will consider it for future updates. In the meantime, feel free to share more details about your workflow—this would help us better understand your needs.
Thanks!
I need my customers to pay a recurring subscription for the helpdesk service where it charges their credit card monthly. Is this possible with this system? If not, what would it cost to implement it
Hi i was wondering when customers sign up anyway to disable the phone number field on signup like it can be disable from admin panel for my customers i dont want them to think they have to put a phone to register. 2 Any way to add maintenance. 3 Add Announcements tab in panel if we wanna post updates but out of all them first one being able to disable/delete phone number from sign up would be amazing Thanks for reading.
Can you show us the API documentation using the demo page https://helpdesk.w3bd.com/. According to the documentation the path is _documentation/guide/api/
Can you also include Openrouter for the AI model. With Openrouter we can select different models with one API https://openrouter.ai/docs/api/reference/overview
How the internal note works because when I added the internal note from add conversation the customer is added automatically but i need to add internal note only for the agent.
@devweb3, Great question. Right now, the comment system is shared between agents and customers, so there isn’t a hidden ‘agent-only’ mode. Any internal notes added are treated as regular text comments. I’d suggest being mindful of that when posting, or using a prefix like [Internal Note:] as like the demo, to help your team distinguish them. Thanks!
hi i was checking out the demo and saw you updated dark mode but on the demo in dark on tickets it doesnt show text for comments only for light mode might be a bug. Also was wondering for commenting on customers tickets i see you gonna click edit ticket then save anyway to add a comment button on main ticket without clicking edit ticket thank you
@nightpkz, thank you for checking the demo and for pointing this out.
Yes — it looks like the ticket comment text visibility in Dark Mode is a bug, and we’ll fix it in the next update.
Also, your suggestion about adding a “Comment” option directly on the main ticket page (without needing to click Edit first) is a great idea — we’ll consider implementing that improvement in an upcoming release, Insha’Allah.
thank you for the reply the ticket system looks amazing and works really well only thing is the comment thing i mention and a announcements option and one other thing when agents reply on tickets it should show something after there name like example Joe Smith Support or Agent or Staff something like that then this is one of the best ive seen thank you again for the reply
please i’m french, but whats is the purpose of this can i just use it as an agency to support ticket of muliple ecommerce
@digitauras – Yes, absolutely — you can use it as an agency to manage support tickets for multiple eCommerce websites.
However, please note that each license can only be used on one domain. So, you’ll need to install it on a single domain, and if you want to use it on multiple domains, you’ll need a separate license for each one.
Thanks!
it’s looking good Is this compatible with CloudPanel, and can I use Zoho Mail for email piping?
Can I hide the all Settings option for the second admin login?
Is there a SaaS version
@Prestigeameer, Thanks for asking! We don’t have a SaaS version right now—we currently focus on our self-hosted HelpDesk version. Let us know if you have any questions about setting that up!
is this a saas?
@eco9ja, Thanks for asking! We don’t have a SaaS version right now—we currently focus on our self-hosted HelpDesk version. Let us know if you have any questions about setting that up!
Hello, is there an API for opening support tickets?
@damaceno — Yes, we do provide an API for creating support tickets.
You can find the complete documentation here: https://helpdesk-docs.softentra.com/guide/api/getting-started.html#step-3-create-a-ticketPlease feel free to let us know if you need any further assistance.
Thanks!
VIBER CODE :))
pre sales questions : Why Customer profile have access in AI Settings, I see in demo Customer can add OpenAI API Key, why is the purpose of this? thank you
@fmorency, We appreciate you raising this question prior to purchase. Thank you for your sharp eye in noticing this!
While the API Key configuration itself is secured and accessible only to the admin role via the AI Settings interface, we acknowledge that the UI element you noticed should not be visible to non-admin users.
We will ensure this remaining visibility issue is completely addressed and patched in our upcoming release.
Thank you!
I appreciate your response and will buy as soon as this issue is resolved.
Hello author, am interested in your script but I need you to upload and config on subdomain for me. Let me know that you will set it up for me. thanks waiting for the reply
@oyibomoses, it’s easy to set this up on a subdomain. If you’re still facing any issues during installation, please send us a support email and we’ll be happy to assist you. Thanks!
I sent you inbox message regrding images, please reply me as I need to know. Thanks
@oyibomoses, we replied your email message a while ago. Thanks!
Great update! But i need the Knowledge base to be private for just my techs.
Do you have plans to introduce a dedicated Documentation/Knowledge Base module where clients, before submitting a support ticket, can first review guides or documentation to check whether their issue already has a published solution?
Additionally, will there be a search-driven suggestion system so that when users type in the ticket title, the platform automatically suggests relevant documentation articles—reducing unnecessary tickets for issues that already have existing resolutions?
Can you fix dark mode https://www.awesomescreenshot.com/image/57460138?key=308779dd7774d9b1d5455fff50df1023
