Help desk software for software companies
Bug reports, how-to questions and "please change my plan" emails land in one queue, sorted by the customer's plan and promised a reply in your working hours. The answer people need most often goes in your help centre, so they stop asking.
Free for 3 agents, for as long as you like. Works on any device.
Support at a software company, without the scramble
Your product changes every month, and so do the questions. These are the knots we see most often.
Every question lands in one shared mailbox
Bug reports, billing and "how do I" mail sit together, two people answer the same email and nobody knows who owns the outage report.
Each email, chat or form becomes a ticket with one owner. Rules tag it Bug, Billing or How-to from its words and send it to the right team.
Paying customers wait behind free users
A Business-plan customer with a broken integration waits in the same line as a trial user asking where the settings are.
Support plans set the reply promise per customer. The SLA clock counts only your working hours and warns the owner before it is missed.
The same five questions, every single day
Password resets, adding users and exporting data eat the hours your team should spend on real problems.
Publish answers in a help centre on your own address. Live chat suggests the right article first, and a good reply can become a new article in one click.
Billing questions bounce to finance
"Has my payment come through?" means a message to accounts and a promise to call back.
With Ellibo Accounting or Subscriptions on, the ticket shows the customer's plan and invoices, and an agent can send an invoice with a pay link from the ticket.
From bug report to fixed, in one place
- It arrives anywhere
Email, the in-app web form, live chat or WhatsApp - each one becomes a ticket in the same list.
- It is sorted for you
Rules tag it Bug and Urgent from the words used and assign it to the least busy Tier 2 agent.
- Duplicates are linked
Twenty customers report the same bug? Link the tickets and reply to them all when the fix ships.
- Closed, rated, learned
The customer rates the answer, and reports show which features cause the most tickets.
Built around how software teams support customers
Tiers and teams
Departments for first-line, Tier 2 and billing, with assignment in turn, by skill or to the least busy agent.
SLAs by plan
Different reply and resolve times for each support plan, counted in your business hours.
Help centre and community
A searchable knowledge base and community forum, so customers solve the common questions themselves.
Merge, split and link
Handle duplicate bug reports cleanly and keep every customer in the loop.
API and webhooks
Create tickets from your own product and send ticket events to your tools.
Reports that show the pattern
Ready-made reports and dashboards on volume, first reply time, tags and ratings.
Ready before your next release
- Connect your support email address so every message becomes a ticket.
- Add the web form or live chat to your app or website.
- Create Bug, Billing and How-to tags with simple routing rules.
- Set reply promises for each support plan and your working hours.
- Move your ten most-asked answers into the help centre.
Add more Ellibo apps when you need them
One account, the same customers, items and team in every app.
SubscriptionsPlans, renewals and invoices on every customer's ticket. CRMSee open deals before you reply to a prospect. ProjectsTurn a bug ticket into a task for the developers.Helpdesk for software companies: FAQ
Can customers raise tickets from inside our software?
Yes. Add the web form or live chat to your app, or create tickets through the API. Each one arrives in the same list as email.
Can we give paying customers faster replies?
Yes. Support plans let you set reply and resolve times per plan, counted only in your working hours, and the owner is warned before a promise is missed.
How do we handle many reports of the same bug?
Link or merge the tickets. When the fix ships you can reply to every linked customer instead of answering one by one.
Do we need a separate tool for our help centre?
No. The knowledge base and community forum are part of Helpdesk, on your own address, and live chat suggests articles before a ticket is created.
Can we bring our old tickets with us?
Yes. Import tickets, contacts and articles from spreadsheets exported from your old tool.
Is there a free plan?
Yes. Helpdesk is free for up to 3 agents. Paid plans add SLAs, live chat, support plans and more, and you can try them before you pay.
Helpdesk for other businesses
More Ellibo apps for software & IT
Give your customers answers, not a queue
Free for 3 agents, for as long as you like. Add more apps whenever you are ready.