dnyHelpRealm: Manage Customer Support Tickets

Overview

dnyHelpRealm is a SaaS-oriented support ticket system for organizations that need a shared way to handle customer requests. Customers can submit tickets through a workspace contact form or email, while agents manage and route them through groups.

It is aimed especially at freelancers and small teams. Ticket conversations can continue through email or a secret ticket-thread form, and the system also provides an API for creating tickets.

Key Features

• Accept support requests through workspace forms, email, and an API.
• Organize tickets by group, status, type, and priority.
• Let agents manage tickets, notes, attachments, and customer information.
• Send email notifications and process replies to ticket threads.
• Provide workspace FAQs, a dashboard, and multi-language support.
• Offer REST and widget API options, plus an endpoint for client apps.
• Include Stripe payment support and a friendly installer.

Use Cases

• A freelancer can centralize customer questions submitted by email and a contact form.
• A small support team can route incoming requests to groups and assign work to registered agents.
• A service provider can let customers follow up on tickets by replying to notification emails.
• A team building a client app can create tickets through the system's API.

Getting Started

The README lists PHP ^8.2, MariaDB 10.4.27, default PHP extensions, and an email server as requirements. See the repository README for installation, configuration, and mail-service setup details.

Alternatives

• Frappe Helpdesk: Frappe Helpdesk is built on the Frappe Framework and Frappe UI, while dnyHelpRealm is a PHP helpdesk aimed at freelancers and small teams.
• osTicket: osTicket combines email, phone, and web inquiries in a multi-user ticket system, while dnyHelpRealm also supports API-submitted requests.

Considerations

• Running the application requires a compatible PHP and MariaDB environment, as well as an email server for mail workflows.
• Email replies and inbox processing require SMTP and IMAP configuration. The scheduled mail-processing routes should be protected by setting MAILSERV_CRONPW to a secure token.
• The README describes testing as requiring a configured test database and multiple test-data environment variables, so running the test suite involves setup beyond a basic checkout.