Overview
Helpefi is a helpdesk for support and IT teams. Email, live chat, SMS, and portal requests become tickets in one shared inbox with assignment rules, collision detection, SLA timers, and full history. Agents work in one workspace instead of switching between mailboxes, chat tools, and spreadsheets.
Every workspace runs on its own database. Plans scale from core ticketing and SLAs on Starter to automation and channels on Professional, and to AI, SSO, custom domains, and data residency on Enterprise. Service Desk ITSM adds incidents, changes, problems, and approvals when internal IT work needs the same discipline as customer support.
AI assists rather than replaces the team. Copilot drafts replies from published articles, deflection answers customers before a ticket is created, and triage suggests priority and routing. Agents review every outbound message.
Replace the patchwork with one helpdesk
Most teams run an inbox, a chat tool, a knowledge base, and a separate ITSM product. Helpefi brings those workflows into one workspace, so agents stop copying context between tabs. Agents chase threads across tools while customers wait for an answer. Every channel, ticket, and IT workflow lands in the same workspace, with AI and SLAs built in.
Tickets scattered across email, chat, and spreadsheets
One inbox for every channel
Agents switch between four tools to resolve one ticket
Full context on a single ticket
IT requests run on a separate, expensive ITSM product
Service Desk available as an add-on
First replies take hours
SLA timers, AI drafts, and routing rules
AI that helps agents and answers customers
Helpefi puts AI where support already happens. Copilot drafts replies from your knowledge base, deflection answers common questions before a ticket is created, and triage suggests priority and routing for agents to review.
Agent Copilot
Summarize a thread, draft a reply, and surface relevant articles in the ticket sidebar, using the full conversation as context.
Reply drafts & summaries
Generate a draft in the composer, then edit before sending. Agents stay responsible for every reply that reaches a customer.
Customer deflection
Answer common questions on your portal and chat widget before customers submit a ticket. Semantic search matches meaning, not just keywords.
AI triage
Suggest priority, tags, and routing when a ticket arrives. Agents accept or override each suggestion.
Inbox, workspace & collaboration
Split-pane workspace with queue, conversation, and customer sidebar Saved views, filters, bulk actions, merge, split, and custom fields Assignment rules, skills routing, and collision detection Internal notes, @mentions, watchers, CCs, and full ticket history
Email, chat, SMS & portal
Inbound email via webhook, IMAP, or OAuth, with CC parsing Embeddable live chat with visitor context and deflection Branded customer portal with guest and signed-in ticket tracking Twilio SMS plus multi-brand portals, inboxes, and ticket forms
KB, catalog & deflection
Rich-text articles with collections, versions, and locale support Semantic search and suggested articles on portal submit AI deflection on the portal and live chat widget Service catalog with request types and approval flows
Rules, macros & AI
Round-robin and load-based assignment rules Canned responses with placeholders and macro actions Triggers with delays, webhooks, and auto-tagging SLA policies with business hours, escalations, and team targets
Changes, problems & war rooms
Incident, request, change, and problem queues Catalog and change approvals with email and in-app alerts Change calendar with risk, schedule, and CAB records Major incident war rooms and post-incident reviews
Integrations, SSO & API
Admin, agent, and customer roles with custom permissions HubSpot, Salesforce, Shopify, Slack, Jira, and Linear integrations SSO, two-factor authentication, audit logs, and data retention REST API, OpenAPI docs, and usage-based plan limits
Create your workspace
Pick a subdomain, register, and get a dedicated environment for your team. No credit card required. Each workspace runs on its own database with isolated data and roles.
Connect your channels
Follow the setup wizard to add email, the chat widget, SMS, portal branding, SLA policies, and your service catalog. Inbound email, outbound SMTP, chat embed code, and Twilio SMS.
Invite your team and go live
Add agents, set roles, publish your help center, and embed the chat widget when you are ready. Upgrade when you need AI, SSO, integrations, or Service Desk ITSM.
From first message to resolution
Agents get the inbox, customer context, knowledge, and AI help they need without switching tabs. The agent UI, portal, and knowledge base support English, Spanish, French, German, and Arabic.
Platform comparison: Unified inbox (email, chat, portal, SMS)
Helpefi: Included. Pieced-together tools: Not included.
Platform comparison: Built-in knowledge base and portal
Helpefi: Included. Pieced-together tools: Add-on.
Platform comparison: Service catalog with approval workflows
Helpefi: Included. Pieced-together tools: Enterprise only.
Platform comparison: Service Desk ITSM (changes, problems, major incidents)
Helpefi: Included. Pieced-together tools: Separate product.
Platform comparison: Customer context with CRM and commerce data
Helpefi: Included. Pieced-together tools: Add-on.
Platform comparison: Network asset discovery and CMDB
Helpefi: Included. Pieced-together tools: Not included.
Platform comparison: Skills routing and tier-based SLA policies
Helpefi: Included. Pieced-together tools: Not standard.
Platform comparison: Semantic search and AI deflection
Helpefi: Included. Pieced-together tools: Extra cost.
Platform comparison: Multi-brand workspaces
Helpefi: Included. Pieced-together tools: Not included.
Platform comparison: Bring your own database and storage
Helpefi: Included. Pieced-together tools: Not standard.
Platform comparison: Free trial, no credit card
Helpefi: Included. Pieced-together tools: Limited.
helpefi vs. pieced-together tools
One helpdesk for customer support and IT, with isolated data per workspace and Service Desk ITSM available when you need it.
One Inbox
Email, chat, SMS, and portal tickets land in one queue with assignment rules and multi-brand routing.
Sla
Track response and resolution targets against business hours, with countdowns and breach alerts.
Ai
Copilot drafts replies and suggests articles. Customers get answers on the portal before they submit.
Portal
Give customers a branded portal for articles, service requests, and ticket tracking in five languages.
Realtime
See ticket updates, agent presence, and collision warnings without refreshing.
Every capability, by plan
All plans include core ticketing and SLAs. Higher tiers unlock automation, channels, AI, and enterprise controls. Service Desk ITSM and data residency are optional on any paid plan.
Pricing for the team you have
Start a 14-day free trial on any plan. Add AI Copilot, integrations, or Service Desk when you need them.
Unified inbox and omnichannel ticketing
Every channel creates a ticket in the same queue. Email arrives through OAuth, IMAP, or forwarding and threads by conversation. Live chat sessions become tickets with visitor context attached. SMS through Twilio and portal submissions follow the same assignment rules and SLA policies. Agents see collision warnings when a teammate is already replying, can add internal notes without exposing them to the customer, and can route work across brands without separate helpdesk instances.
Knowledge base, deflection, and customer portal
Publish articles in collections with versions and locales, then expose them on a branded portal with semantic search that matches customer wording to article intent. Deflection offers articles on portal submit and in the chat widget before a human joins. CSAT surveys after resolution tie feedback to agents and content gaps. Service catalog request types can require approvals before fulfillment, which connects customer support to internal IT workflows.
SLA policies, automation, and reporting
SLA management covers business hours, holiday calendars, priority tiers, and breach escalations that alert managers before customers notice silence. Automation rules assign, tag, notify, and escalate on conditions your team can explain. Macros and canned responses speed up replies. Dashboards show queue depth, first-response times, resolution rates, and agent workload without exporting spreadsheets.
AI Copilot, triage, and responsible rollout
Copilot drafts replies from ticket context and published knowledge, and agents review every message before send. Triage suggests priority, tags, and routing on new tickets, which agents can accept or override. Deflection answers repetitive questions on the portal and in chat while complex cases still reach a person. Roll out in stages: enable deflection first, pilot Copilot with one team, then measure handle time and CSAT before expanding.
Integrations, API, and enterprise controls
Connect Slack, Microsoft Teams, Jira, Linear, HubSpot, Salesforce, and Shopify so business context appears beside the ticket. A REST API and signed webhooks push events into internal tooling. Enterprise plans add SAML and OIDC single sign-on, custom domains, audit logs, and optional bring-your-own database and storage. Each workspace keeps its own database, which matters for agencies, regulated industries, and multi-subsidiary operators.
Start with a free trial, scale without switching platforms
Helpefi is built for teams replacing a stack of inbox, chat, knowledge base, and ITSM products that never shared context. Connect your first channel during a 14-day trial, invite agents, publish articles, and configure SLAs in an afternoon. Compare plans on the pricing page, read the shared inbox, AI agent, and SLA guides, or see how Helpefi compares with Zendesk and Freshdesk. Upgrade inside your workspace when you need automation, AI, or ITSM.
