HIGH PRIORITY2024
HELIOS-SUPPORT
Omnichannel Customer Support, SLA & Helpdesk Suite • Architected by Shivam Vishwanaath
Self-hosted Zendesk alternative with automated SLA enforcement, public customer portal, knowledge base CMS, and zero cost-per-agent model. Scales from 5 to 500 agents.
Cost per Agent
₹0
Public Portal
Built-in
vs Zendesk
−100%
SLA Engine
Automated
TECHNICAL ARCHITECTURE & FORENSIC EVIDENCE
- 01.Unified Multi-Channel Ticket Inbox with conversation threads between customers and support engineers.
- 02.Public Customer Support Portal: authenticated and anonymous ticket submission with cryptographic tracking tokens.
- 03.Configurable SLA Policy Engine: automated escalation (Low → Medium → High → Urgent) with breach alerts.
- 04.Integrated Knowledge Base & FAQ CMS: SEO-optimized public articles, category browsing, search index.
- 05.Internal Private Notes & collaboration tools for support engineers within ticket threads.
- 06.Ticket Assignment & Operator Routing by department, workload, or specialized expertise.
- 07.Automated SLA countdown timers with visual breach warnings.
DEEP TELEMETRY RECORD:
Full audit logs of all customer communication stay encrypted on your private servers — never Zendesk or Freshdesk clouds.TECHNOLOGIES & CAPABILITIES
GoFiber v2HelpdeskSLAKnowledge BaseHTMXCustomer SupportMariaDB