Help desk software
A help desk that keeps live chat and tickets together
Quick questions get answered in the chat. Questions that need more time become tickets your team answers by email, so nothing gets lost between shifts.
⚡ In 30 seconds
- Chats and tickets live in the same dashboard, next to your visitors and AI Agent.
- Turn any chat into a ticket with one click, or log a phone call or email as a ticket.
- Messages left while nobody is online become tickets automatically.
- Reply from the ticket and the customer gets it by email, with a link to write back. No login needed.
- Team-only notes, priorities, owners, tags and saved replies.
- Free to start: 2 websites and 100 visitors per website every month, no credit card.
The problem
Why small teams lose track of customer questions
It is rarely laziness. It is questions scattered across chats, inboxes and phones with nobody owning them.
Questions everywhere
Some arrive in chat, some by email, some by phone. Nobody sees the full list.
Follow-ups slip
“Let me check and get back to you” turns into a customer who never hears back.
After-hours messages
A visitor writes at 11 pm. By morning the chat is buried under new ones.
Who is handling this?
Two people answer the same customer, or nobody does.
The same answer, typed again
Delivery times and refund rules, written from scratch every day.
No idea how you are doing
How many requests came in? How fast did you reply? Nobody knows.
See it in action
From a late-night chat to a solved ticket
Click a step or press Play.
What you get
Everything a small support team needs
Tickets with numbers
Every request gets a number like #1001, a status (open, waiting on customer, solved) and a priority from low to urgent.
Chat to ticket in one click
Press Make a ticket in the inbox. The whole chat comes along. See how →
Email replies, no customer login
Customers get your reply by email and answer from their own ticket page.
Team-only notes
Leave notes for colleagues that customers never see.
Saved replies
Insert common answers with one click, with the customer's first name filled in. Learn more →
Webhooks and REST API
Open tickets from your own contact form and send new or solved tickets to Zapier. See integrations →
Side by side
Live chat or ticket?
Use both. Here is when each one fits.
| Situation | Best channel | Why |
|---|---|---|
| “Is COD available?” | Live chat | One quick answer, while they are deciding |
| “My parcel is late” | Ticket | Needs checking with the courier first |
| A refund request | Ticket | Several steps and approvals |
| A question at 2 am | Ticket (automatic) | Saved from the away form for the morning |
| Choosing between two products | Live chat | A short conversation closes the sale |
| A bulk order enquiry | Ticket | Needs a quote and follow-up |
Setup
Ready in four steps
If the chat is already on your website, the help desk is already there too.
4
Invite your team
Assign tickets and let each person see their own list.
What goes in a ticket
Common ticket types for small businesses
Most help desks see the same few kinds of requests. Tags help you count them.
📦 Orders
- Late or missing delivery
- Wrong or damaged item
- Change of address
- Cancel an order
- Invoice or GST bill
💰 Money
- Refund status
- Payment failed but money deducted
- Discount not applied
- Bulk or wholesale quote
- Subscription change
🛠️ Service
- Booking change
- Installation or setup help
- Warranty claim
- Complaint about staff
- Feature request
Good practice
Help desk do’s and don’ts
✅ Do
- Reply to every ticket within one working day
- Use “Waiting on customer” so your list shows only real work
- Write a team-only note before handing a ticket over
- Tag tickets so you can see what customers struggle with
- Close the loop: mark solved when it really is
🚫 Don’t
- Leave a ticket unassigned for days
- Copy long policies into replies. Link to them
- Promise dates you can’t keep
- Answer the same question from scratch every time
- Delete tickets you might need later
Help desk software: FAQ
Is the help desk included in the free plan?
Yes. Tickets, saved replies and notes come with every LiveChatBot account, free plan included. See pricing.
Do customers need an account to reply?
No. Each reply email has a link to the customer's own ticket page, where they can read the thread and write back.
Can I forward emails into the help desk?
Not yet. Log an email as a ticket with New ticket, or open tickets from your contact form with the REST API.
What happens when a customer replies to a solved ticket?
It opens again, moves to “Needs a reply” and the assigned person gets an email.
Can I see how fast we reply?
Yes. The Tickets page shows new and solved tickets for the last 30 days and your typical first reply time.
Is there a mobile app?
The Android app alerts you to chats. Tickets open in any phone browser.
Related
Keep reading
Saved replies
Answer common questions with one click. Learn more →
Ticketing system
How tickets, statuses and priorities work. Read more →
Chat to ticket guide
Step by step, with screenshots of each option. Read the guide →
Never lose a customer question again
Free to start. No credit card. Live on your website in about two minutes.