Customer support software for growing teams
Give customers one place to ask for help and give your agents one queue to work from, with clear ownership, deadlines and history.
The problem with support by e-mail and chat
When customer requests arrive in a shared inbox or in several chat apps, three things happen quickly. Messages are answered twice or not at all. Customers explain the same problem again every time someone new replies. And nobody can say how long customers are actually waiting.
The cost is not only time. Customers judge a company by how it handles problems, and a slow or confusing answer is often remembered longer than the original issue.
How teams use Luradesk for customer support
1. Customers open requests in the portal
Each company on Luradesk gets a portal where customers sign in, choose the right service desk and describe the problem. They can attach screenshots or documents and later follow the status without sending another message.
2. Tickets land in a shared, organized queue
Every request becomes a numbered ticket. Agents see the queue of the departments they belong to, filter by status and priority, and assign tickets to themselves or to a colleague. The Pending customer status makes it obvious when the next step depends on the customer.
3. One conversation per problem
Replies to the customer and internal notes stay in the same timeline. Agents can discuss a case internally without the customer seeing it, and anyone who takes over a ticket reads the full context first.
4. Deadlines are visible
With SLA policies, each ticket receives a first-response deadline and a resolution deadline based on its priority and your business hours. Overdue tickets are highlighted on the dashboard.
5. Repeated questions get an article
When the same question appears every week, write the answer once in the knowledge base and publish it in the portal. Customers find it before opening a ticket, and agents can link to it in replies.
Organizations and contacts
Group customer contacts under their organization to see who is asking and how often. Notes about an organization are visible to staff only.
What customers see and what they don't
| Customers can | Customers cannot |
|---|---|
| Open tickets in external service desks | See internal service desks |
| Follow their own tickets | See other customers' tickets |
| Read public replies and attach files | Read internal notes |
| Read public and requester knowledge articles | Read internal or staff-only articles |
These rules are enforced by the server on every request, not only by hiding buttons.
When customer support is the right fit
Luradesk is a good fit when you have at least one person answering customers and the volume is high enough that requests are starting to slip. If you are just starting, the Free plan includes one agent and up to 50 tickets per month.
What is not available yet
Creating tickets automatically from incoming e-mail and answering through WhatsApp are planned but not available yet. Today, customers open tickets through the portal and agents can register tickets received by phone or e-mail manually.
Put every support request in one place
Create your help desk on the Free plan, invite your team and open the first ticket in a few minutes.