How does the 14-day free trial work?

Sign up and get full platform access for 14 days. No credit card required. When your trial ends, choose a plan that fits your team to keep your workspace active.

Can I use my own domain?

Yes. Every workspace includes a dedicated subdomain (e.g. nova.helpefi.com). On Enterprise plans, connect your own domain (e.g. support.yourcompany.com) from Settings → Custom domain — add the DNS records we provide, verify ownership, and optionally redirect visitors from your platform subdomain to your branded URL.

What channels are supported?

Email (inbound webhook, IMAP, and OAuth), live chat widget, SMS via Twilio, and a branded customer portal. All channels create tickets in the same shared inbox with multi-brand routing.

What is Service Desk ITSM?

Service Desk is an optional paid add-on for any paid plan. It adds ITIL-style workflows on top of your existing tickets: type queues for incidents, requests, changes, and problems; catalog and change approvals; change calendar with CAB; problem records with linked incidents; and major incident war rooms with post-incident review.

Yes. A REST API covers authentication, tickets, contacts, service desk records, knowledge base, and billing snapshots — plus OpenAPI documentation for custom integrations and internal tooling.

Enterprise plans include SAML and OIDC single sign-on. Configure your identity provider in Settings → Security and agents sign in with your corporate credentials alongside optional two-factor authentication.

How does pricing work after the trial?

Plans are based on team size (agents) and monthly ticket volume. All paid plans include SLA policies and business hours. Professional adds automation, service catalog, and live chat. Enterprise adds AI, integrations, assets, SSO, and custom domain. AI Copilot, Integrations, Service Desk ITSM, and data residency add-ons (BYO database and storage) are optional monthly add-ons on any paid plan. Upgrade anytime from your workspace billing settings.

Can we host workspace data in our own cloud?

Yes. On any paid plan, add Bring Your Own Database (MySQL on RDS, Aurora, or self-hosted) and/or Bring Your Own Storage (AWS S3 or Cloudflare R2). Configure credentials in Settings → Data residency, test the connection, and we migrate existing data automatically. Use the same region as your workspace for best performance. A small amount of control-plane metadata stays on helpefi — see our data residency page for details.

Is BYO available on the free trial?

Data residency add-ons require a paid subscription. Start your trial on a paid plan tier, then enable BYO database or storage from billing add-ons before configuring your external resources.

Can I migrate existing data?

Export tickets and contacts via CSV, or use the API to import data programmatically. Our unified inbox and service catalog make it straightforward to ramp without losing context.

Your AI helpdesk. One platform. Every channel.

Resolve tickets faster with AI Copilot, deflect repetitive questions before they hit your queue, and run support plus optional ITSM from a single multi-lingual workspace — inbox, chat, knowledge base, and SLAs included. Agent UI, portal, and KB support English, Spanish, French, German, and Arabic.

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Overview

Helpefi is an AI-native helpdesk platform built for support and IT teams that have outgrown shared inboxes, spreadsheet trackers, and disconnected tool stacks. Every customer conversation—whether it arrives by email, live chat, SMS, or your branded portal—lands in one shared inbox with assignment rules, collision detection, SLA timers, and full thread history. Agents work from a single workspace instead of juggling Gmail tabs, Slack threads, and legacy ITSM consoles that never agreed on who owns the customer. The platform is modular by design. Start with core ticketing, knowledge base, and SLA policies on Starter. Add automation, live chat, and service catalog workflows on Professional. Enable AI Copilot, integrations, SSO, custom domains, and optional data residency on Enterprise. Service Desk ITSM extends the same workspace when internal incidents, change requests, and catalog approvals mature—without forcing a separate product for employee service. Each workspace runs on its own database for hard isolation between brands, subsidiaries, or agency clients. AI is assistive, not autonomous. Copilot drafts replies grounded in published articles; deflection answers customers on the portal and chat widget before tickets are created; triage suggests priority and routing that agents can override. Your team stays accountable for every outbound message while handle times drop and repeat questions shrink. Compare Helpefi against Zendesk, Freshdesk, Intercom, and other suites on our comparison hub, then run a parallel trial with your real mailbox volume before your next renewal. This homepage covers the core platform for support and IT teams: unified inbox, semantic knowledge base, SLA management, optional ITSM, and flat AI packaging finance can forecast. Migration guides cover Zendesk, Freshdesk, Intercom, and other suites when you are ready to parallel-run before cutover. Explore feature pillars for shared inbox, AI agent, and SLA depth—or jump straight into a 14-day free trial with full platform access and no credit card required.

From tool chaos to one calm helpdesk

Most teams run inbox, KB, and chat as separate products and lose context between them. helpefi unifies the stack — not adds to it. Agents hunt across disconnected tools while customers wait — and nothing syncs. Every channel, ticket, and IT workflow lives together — with AI and SLAs built in.

Tickets scattered across email, Slack, and spreadsheets

One unified inbox for every channel

Agents switching between 4+ tools to resolve a ticket

Full context in a single helpdesk

ITSM bolted on as a separate expensive product

Service Desk ITSM available as a paid add-on

Customers waiting hours for a first reply

SLA timers, AI drafts, and smart routing

AI that works for agents and your customers

helpefi ships AI where support actually happens — not as a bolt-on. Deflect tickets before they arrive, draft replies in seconds, and give every agent a Copilot with full ticket context.

Agent Copilot

Side-panel assistant on every ticket — summarize threads, draft replies, suggest KB articles, and recommend next steps with full context.

Reply drafts & summaries

One-click AI reply drafts and thread summaries in the composer. Agents review before sending — faster responses without losing the human touch.

Customer deflection

AI answers on your portal and live chat widget before customers submit tickets. Semantic search finds the right article even when wording differs.

AI triage

New tickets analyzed on creation for suggested priority, tags, and routing hints. Agents accept or override — smarter queues from day one.

Inbox, workspace & collaboration

Split-pane agent workspace with queue, conversation, and sidebar Saved views, filters, bulk actions, merge/split, and custom fields Assignments, teams, departments, skills routing, and collision detection Side conversations to email third parties without merging tickets Time tracking, watchers, CCs, and full audit trail on every ticket Real-time updates, presence, and scheduled report delivery

Email, chat, SMS & portal

Inbound email via webhook, IMAP, or OAuth with CC parsing Embeddable live chat widget with visitor context and deflection Branded customer portal with guest and authenticated ticket tracking Multi-brand portals, inboxes, KB skins, and ticket forms CSAT surveys on portal and email after resolve/close Twilio SMS messaging and real-time agent notifications

KB, catalog & deflection

Rich-text articles with collections, versions, and locale support Semantic KB search and suggested articles on portal submit Customer-facing AI deflection on portal and live chat Service catalog with categories, request types, and approval flows Public help center linked from your portal and chat widget CSAT feedback to measure article and deflection effectiveness

Rules, macros & AI

Round-robin and load-based auto-assignment rules Canned responses with placeholders and macro actions Automation triggers with delays, webhooks, and auto-tagging AI-suggested replies, thread summaries, and KB assist SLA policies with business hours, escalations, and team SLAs Outbound webhooks with HMAC-signed ticket event delivery

Changes, problems & war rooms

Service Desk hub with incident, request, change, and problem queues Catalog and change approval workflows with email and in-app inbox Change records with risk, schedule, CAB, and change calendar Problem management with root cause, known errors, and linked incidents Major incident declaration, war room, and post-incident review Asset CMDB with network discovery linked to tickets and catalog items

Integrations, SSO & API

Admin, agent, and customer roles with custom permissions HubSpot, Salesforce, Shopify, Slack, Jira, and Linear integrations Customer context panel with CRM, commerce, and health scores in the ticket sidebar Network asset discovery imports devices into your CMDB automatically Two-factor auth, SSO (SAML/OIDC), audit logs, data retention, and optional BYO database or storage Custom workspace domain on Pro plans REST API, OpenAPI docs, and usage-based plan limits

Create your workspace

Pick a subdomain, register in seconds, and get a dedicated environment for your team — no credit card required. Your workspace lives on its own subdomain with isolated data, roles, and admin access.

Connect your channels

Follow the guided setup wizard to configure email, chat widget, SMS, portal branding, SLA policies, and service catalog. Inbound email, outbound SMTP, chat embed code, and Twilio SMS — configured step by step.

Invite your team & go live

Add agents, define roles, publish your help center, and embed the chat widget when you are ready for customers. Full platform access during your free trial. Upgrade to Pro for AI, SSO, and integrations — add Service Desk ITSM when you need it.

Everything your team needs — nothing they don't

From the first customer message to resolution and feedback — helpefi gives agents the context, tools, and automation they need without switching tabs or paying for add-ons. Multi-lingual agent UI, customer portal, and knowledge base cover 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 & 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 ITSM product.

Platform comparison: Customer 360 with CRM & commerce in the ticket sidebar

Helpefi: Included. Pieced-together tools: Add-on.

Platform comparison: Network asset discovery & CMDB

Helpefi: Included. Pieced-together tools: Not included.

Platform comparison: Skills routing & tier-based SLA policies

Helpefi: Included. Pieced-together tools: Not standard.

Platform comparison: Semantic KB search & AI deflection

Helpefi: Included. Pieced-together tools: Extra cost.

Platform comparison: Major incident war rooms & post-incident review

Helpefi: Included. Pieced-together tools: Separate ITSM product.

Platform comparison: SLA policies & business hours

Helpefi: Included. Pieced-together tools: Enterprise only.

Platform comparison: Multi-brand workspaces

Helpefi: Included. Pieced-together tools: Not included.

Platform comparison: Dedicated workspace URL + custom domain

Helpefi: Included. Pieced-together tools: Add-on.

Platform comparison: SSO (SAML / OIDC) & agent performance scoring

Helpefi: Included. Pieced-together tools: Enterprise only.

Platform comparison: Bring your own database & object storage (data residency)

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 support and IT — with database-per-tenant isolation, modular AI, and optional Service Desk ITSM built in, not bolted on.

One Inbox

Email, chat, SMS, and portal tickets land in a single queue with smart routing and multi-brand support.

Sla

Never miss a deadline with visual countdowns, business hours, and breach alerts.

Ai

Agents get suggested responses and KB articles; customers get deflection before they submit.

Portal

Branded multi-lingual self-service hub for articles, service catalog requests, and ticket tracking — with locale-aware knowledge and portal language switching.

Realtime

Live ticket updates, agent presence, and collision warnings — no refresh required.

Full platform feature list

All plans include core ticketing. Higher tiers unlock automation, channels, AI, and platform features. Service Desk ITSM and data residency (BYO database & storage) are optional on any paid plan.

Simple pricing. Serious value.

Start with a 14-day free trial on any plan. Most teams save thousands by replacing multiple tools with one helpdesk.

Unified inbox and omnichannel ticketing

Helpefi treats every channel as a first-class ticket source. Email arrives via OAuth, IMAP, or forwarding and threads automatically by conversation. Live chat sessions convert to tracked tickets with visitor context preserved when the visitor leaves. SMS through Twilio and portal submissions share the same queue, assignment rules, and SLA policies. Agents see collision warnings when a teammate is viewing or replying, internal notes for collaboration, and @mentions that never leak to the customer thread. Multi-brand workspaces route tickets to the right inbox and knowledge base skin without maintaining separate helpdesk instances.

Knowledge base, deflection, and customer portal

Self-service is not an afterthought. Publish articles with collections, versions, and locale support; expose them on a branded portal with semantic search that matches customer wording to article intent. Deflection suggests articles on portal submit and in the chat widget before a human connects. CSAT surveys after resolution tie feedback to agents and content gaps. Service catalog request types can require approvals before fulfillment, bridging customer-facing support and internal IT workflows when you enable Service Desk ITSM.

SLA policies, automation, and measurable performance

SLA management includes business hours, holiday calendars, priority tiers, and breach escalations that notify managers before customers notice silence. Automation rules assign, tag, notify, and escalate based on conditions your leads can explain on a whiteboard—not invisible trigger sprawl. Macros and canned responses speed compliant replies. Dashboards show queue depth, first-response times, resolution rates, and agent workload without exporting spreadsheets. Combine SLA timers with automation so approaching breaches trigger reassignment instead of silent failures.

AI Copilot, triage, and responsible rollout

AI Copilot drafts replies from ticket context and published knowledge; agents review every message before send. Triage suggests priority, tags, and routing hints on new tickets that humans can accept or override. Deflection answers repetitive questions on portal and chat, reducing volume without hiding complex cases behind bots. Helpefi AI is priced as a modular flat add-on or included on higher tiers—not a per-seat tax that punishes hiring. Roll out in phases: enable deflection first, then Copilot for a pilot team, then measure handle time and CSAT before expanding seats.

Integrations, API, and enterprise controls

Connect Slack, Microsoft Teams, Jira, Linear, HubSpot, Salesforce, Shopify, and Zapier so revenue and engineering context appears beside tickets. REST API and signed webhooks let you push events into internal tooling. Enterprise plans add SAML and OIDC SSO, custom workspace domains, audit logs, and optional bring-your-own database and object storage for data residency. Each workspace is isolated with its own database—important for agencies, regulated industries, and multi-subsidiary operators who cannot accept soft tenancy stories. Review the integrations hub for OAuth setup notes, webhook signing, and role-based access patterns before you connect production systems.

Start with a free trial, scale without switching platforms

Helpefi is built for teams tired of renewing a stack of inbox, chat, KB, and ITSM products that never share context. Connect your first channel during a 14-day trial, invite agents, publish help articles, and configure SLAs in an afternoon. Compare plans on the pricing page, read in-depth guides on shared inbox, AI agent, and SLA management, or explore Zendesk and Freshdesk alternatives on the compare hub. When you are ready, upgrade inside your workspace—no migration project required to unlock automation, AI, or ITSM.

Frequently asked questions

How does the 14-day free trial work?: Sign up and get full platform access for 14 days. No credit card required. When your trial ends, choose a plan that fits your team to keep your workspace active.
Can I use my own domain?: Yes. Every workspace includes a dedicated subdomain (e.g. nova.helpefi.com). On Enterprise plans, connect your own domain (e.g. support.yourcompany.com) from Settings → Custom domain — add the DNS records we provide, verify ownership, and optionally redirect visitors from your platform subdomain to your branded URL.
What channels are supported?: Email (inbound webhook, IMAP, and OAuth), live chat widget, SMS via Twilio, and a branded customer portal. All channels create tickets in the same shared inbox with multi-brand routing.
What is Service Desk ITSM?: Service Desk is an optional paid add-on for any paid plan. It adds ITIL-style workflows on top of your existing tickets: type queues for incidents, requests, changes, and problems; catalog and change approvals; change calendar with CAB; problem records with linked incidents; and major incident war rooms with post-incident review.
Is there an API?: Yes. A REST API covers authentication, tickets, contacts, service desk records, knowledge base, and billing snapshots — plus OpenAPI documentation for custom integrations and internal tooling.
Do you support SSO?: Enterprise plans include SAML and OIDC single sign-on. Configure your identity provider in Settings → Security and agents sign in with your corporate credentials alongside optional two-factor authentication.
How does pricing work after the trial?: Plans are based on team size (agents) and monthly ticket volume. All paid plans include SLA policies and business hours. Professional adds automation, service catalog, and live chat. Enterprise adds AI, integrations, assets, SSO, and custom domain. AI Copilot, Integrations, Service Desk ITSM, and data residency add-ons (BYO database and storage) are optional monthly add-ons on any paid plan. Upgrade anytime from your workspace billing settings.
Can we host workspace data in our own cloud?: Yes. On any paid plan, add Bring Your Own Database (MySQL on RDS, Aurora, or self-hosted) and/or Bring Your Own Storage (AWS S3 or Cloudflare R2). Configure credentials in Settings → Data residency, test the connection, and we migrate existing data automatically. Use the same region as your workspace for best performance. A small amount of control-plane metadata stays on helpefi — see our data residency page for details.
Is BYO available on the free trial?: Data residency add-ons require a paid subscription. Start your trial on a paid plan tier, then enable BYO database or storage from billing add-ons before configuring your external resources.
Can I migrate existing data?: Export tickets and contacts via CSV, or use the API to import data programmatically. Our unified inbox and service catalog make it straightforward to ramp without losing context.