Free
For trying Luradesk with a single agent.
US$0/month
No payment required
1 agentUp to 50 tickets per month500 MB file storage
- Service portal for requests
- Ticket history
- Knowledge base
- Internal help desk
Help desk & ticketing system
One smart help desk for every support request.
Manage customer support and internal service requests in one simple platform. Organize tickets, automate workflows, track SLAs, and help your team deliver better service.
Start on the Free plan. No credit card required.
Illustrative preview · sample data
Open24
In progress11
Resolved87
Overdue2
First response within SLA · 92%
#SubjectPriorityTeam
1042Invoice charged twice this monthUrgentBilling
1041New laptop for an employee starting MondayHighIT
1040How do I export my order history?NormalSupport
1039Update home address in payrollLowHR
Latest messages
Agent: The duplicate charge was reversed. You will see it on your next statement.
Internal note: Laptop ordered, setup scheduled for Friday.
The problem
Support requests arrive from everywhere and get lost along the way
Most teams start handling requests through e-mail, chat apps and quick conversations. It works until the volume grows. Then the same problems show up in almost every company.
Scattered channels
Requests come by e-mail, messaging apps, phone calls and hallway conversations. Nobody sees the full list in one place.
No clear owner
When a request lands in a shared inbox, everyone assumes someone else is handling it. Or two people answer the same thing.
No history
Context lives in personal inboxes. When someone is away, the conversation has to start again from zero.
No priorities or deadlines
An urgent outage and a simple question wait in the same line, and nobody knows which promise is about to be broken.
What it costs
What happens when support runs on inboxes and chat threads
Disorganized support is rarely a dramatic failure. It is a slow leak: a little more time, a little more frustration and a little less trust every week.
Customers wait and repeat themselves
Without a shared record, people explain the same issue several times to different people, and replies arrive late.
Duplicate and invisible work
Agents answer the same request twice, while other requests are never answered at all.
Deadlines are missed without warning
Nothing tells the team that a response target is close to expiring, so problems are noticed only after the complaint.
Managers decide without data
Without volumes, response times and backlog by team, it is hard to justify hiring, training or process changes.
Knowledge stays in a few heads
Answers to recurring questions are not written down, so the same questions keep coming back.
The solution
Luradesk turns every request into a ticket with an owner, a deadline and a history
Requests enter through one portal, are routed to the right department, are answered in a single conversation and are measured against your service targets.
Capture
Customers and employees open requests in a self-service portal. Agents can also register requests received by phone or in person.
Route
Each ticket gets a service desk, department, category, priority and responsible agent, so ownership is never unclear.
Resolve
Public replies, internal notes and attachments stay in one timeline, with every change recorded.
Measure
SLA targets, dashboards and reports show what is open, what is late and where the team needs help.
Internal and external
One platform for customer support and internal requests
Create separate service desks for customers and for employees. Each has its own portal, departments and visibility rules, managed by the same team and the same tool.
Customer support
Give customers a portal to open and follow their requests, while your agents work from a shared queue.
- Customer portal with ticket history
- Organizations and contacts
- Public replies kept separate from internal notes
Internal help desk
IT, HR, finance, facilities and administration receive employee requests in an organized way.
- Requests by department
- Restricted tickets for sensitive subjects such as HR
- Employee portal separated from customers
Ticket management
Every request with status, priority and owner
Tickets move through clear states (New, Open, Pending customer, Pending third party, Resolved and Closed), so anyone can see what is happening.
- Sequential ticket numbers
- Priorities from Low to Urgent
- Assignment to agents, teams and departments
- Complete change history
- Attachments with type and size validation
Teams and departments
The right request reaches the right people
Organize agents into departments and teams. Each queue shows only what the agent is allowed to see.
- Departments with their own queues
- Teams for shared work
- Roles: administrator, manager, agent and requesters
- Confidential departments with restricted access
SLA control
Know which promises are about to be broken, before they are
Define first-response and resolution targets by priority. Luradesk calculates deadlines using your business hours and highlights overdue tickets.
- First response and resolution targets
- Business hours by weekday
- Deadlines calculated per ticket
- Overdue tickets on the dashboard
- SLA compliance in reports
Service portal
A portal where requesters open and follow their tickets
Each company gets its own portal. Requesters sign in, open tickets, reply, attach files and check the status without sending another e-mail.
- Portal per company
- Separate access for customers and employees
- Ticket status and conversation history
- Public knowledge base articles
Knowledge base
Answer recurring questions once
Write articles and FAQs for customers, employees or agents only. Good articles reduce repetitive tickets and help new agents learn faster.
- Categories and articles in Markdown
- Visibility: public, requesters, internal or staff only
- Draft and published states
- Available inside the portal
Automation and integrations
Connect Luradesk to the tools you already use
Use the REST API and webhooks to create tickets from other systems and react to events. Here is what is available today and what is planned.
REST API Available
Create, list and read tickets with token authentication.
Webhooks Available
Receive signed HTTP notifications when tickets are created or updated.
E-mail notifications Available
Requesters are notified by e-mail when tickets are created, answered and resolved.
E-mail to ticket Coming soon
Turn messages sent to a support address into tickets automatically.
WhatsApp Coming soon
Receive and answer requests through WhatsApp inside the same ticket.
Mobile apps Coming soon
Follow and answer tickets from your phone.
Planned
Artificial intelligence features Coming soon
We are planning AI assistance that helps agents without replacing them. None of these features is available yet.
Suggested replies
Draft answers based on the conversation and your knowledge base, always reviewed by an agent.
Ticket summaries
A short summary of long conversations when a ticket changes hands.
Classification
Suggested category, department and priority for new tickets.
Planned features may change before release. AI usage may be billed separately when it becomes available.
Pricing
Simple plans in US dollars
Start for free and move to a paid plan when your team grows. Annual billing saves 20%.
Starter
For small teams organizing support for the first time.
US$12/month
Billed monthly
Up to 3 agentsUnlimited tickets (fair use)5 GB file storage
- Service portal for requests
- Ticket history
- Knowledge base
- Internal help desk
- E-mail notifications
- E-mail to ticket Coming soon
- Departments
- Dashboard
- Customer portal
Professional
For growing teams that need SLAs, reports and integrations.
US$29/month
Billed monthly
Up to 10 agentsUnlimited tickets (fair use)20 GB file storage
- Service portal for requests
- Ticket history
- Knowledge base
- Internal help desk
- E-mail notifications
- E-mail to ticket Coming soon
- Departments
- Dashboard
- Customer portal
- SLA policies
- Advanced reports
- REST API
- Webhooks
- Custom fields Coming soon
Business
For companies running several support operations.
US$59/month
Billed monthly
Up to 30 agentsUnlimited tickets (fair use)50 GB file storage
- Service portal for requests
- Ticket history
- Knowledge base
- Internal help desk
- E-mail notifications
- E-mail to ticket Coming soon
- Departments
- Dashboard
- Customer portal
- SLA policies
- Advanced reports
- REST API
- Webhooks
- Custom fields Coming soon
- Multiple service desks
- Team management
- Advanced permissions
- Custom settings
- Custom domain Coming soon
Frequently asked questions
What is Luradesk?
Luradesk is help desk software. It organizes customer support and internal service requests as tickets, with owners, priorities, SLA deadlines, a self-service portal and a knowledge base.
Can I use it for internal requests such as IT and HR?
Yes. You can create internal service desks for employees and external service desks for customers. Departments marked as confidential, such as HR, keep their tickets restricted to authorized members.
Do I need to connect an e-mail account to start?
No. Requesters can open tickets through the portal and agents can register tickets manually. Requesters receive e-mail notifications about their tickets automatically.
Is there a free plan?
Yes. The Free plan includes one agent and up to 50 tickets per month, with the portal, knowledge base and ticket history.
Where is my data stored?
Each company that signs up receives its own separate database. Your tickets and users are never stored together with another company's data.
Can I pay for a plan today?
Online payment is still being prepared. You can create an account now; paid plans are activated only after billing opens and you confirm the subscription.
Guides about help desk and support
Practical articles about ticketing, SLAs, knowledge bases and support operations.
10 Help Desk Best Practices for Better Customer Support
Ten practical help desk best practices, from single entry points and clear priorities to knowledge bases and honest metrics, with examples you can apply this week.
Common Help Desk Mistakes and How to Avoid Them
Twelve common help desk mistakes, from accepting requests everywhere to measuring the wrong things, why they happen and practical ways to avoid them.
Customer Support Metrics Every Business Should Track
The customer support metrics that matter (volume, backlog, first response time, resolution time, SLA compliance, reopen rate and satisfaction), how to calculate them and common traps.
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.