Help desk features
Everything Luradesk does today, and what is planned next. Features marked as planned are not available yet.
Luradesk is built around a simple idea: every request, from a customer or from a colleague, becomes a ticket with an owner, a priority, a deadline and a complete history. The features below support that idea from the moment a request is opened until it is closed and measured.
Tickets
Tickets are the center of Luradesk. Each one has a sequential number, a subject, a description, a requester, a service desk, a department, a category, a priority, a status and an assigned agent.
- Six standard statuses: New, Open, Pending customer, Pending third party, Resolved and Closed.
- Four priorities: Low, Normal, High and Urgent.
- Public replies and internal notes in the same timeline. Requesters never see internal notes, because the server checks visibility on every request.
- Attachments validated by type and size.
- Change history recording who changed status, priority, department, assignee and confidentiality, and when.
Read more on the ticket management page.
Service desks: internal and external
A company can run more than one service operation. In Luradesk each one is a service desk of type external (customers) or internal (employees). Requesters only see desks that match their type, so an external customer can never browse internal IT or HR requests.
| Desk type | Who opens tickets | Typical departments |
|---|---|---|
| External | Customers and their organizations | Support, billing, onboarding |
| Internal | Employees | IT, HR, finance, facilities, administration |
Departments, teams and roles
- Departments own queues of tickets. Agents work on the departments they belong to.
- Confidential departments, such as HR, keep their tickets restricted: only administrators, the assignee and members explicitly allowed to see restricted tickets can open them.
- Teams group agents who share work across departments.
- Roles: Tenant administrator, Manager, Agent, Internal requester and External requester. Each role has permissions enforced by the backend, not only hidden in the interface.
SLA policies
Define first-response and resolution targets for each priority, choose whether they count business hours only, and configure business hours for each weekday. Luradesk calculates the deadlines when a ticket is opened and shows overdue tickets on the dashboard. See SLA management.
Self-service portal
Every company receives its own portal. Requesters sign in, open tickets, follow the status, reply, attach files and read knowledge base articles. The portal works without any e-mail integration.
Knowledge base
Write articles and FAQs in Markdown, organize them into categories and choose who can read each one: anyone, signed-in requesters, employees, or agents only. See knowledge base.
Dashboard and reports
The dashboard shows open, in-progress, resolved and overdue tickets, distribution by priority, department and agent, SLA indicators, the latest tickets and recent activity, all calculated from your own data. When there is no data yet, it says so and invites you to open the first ticket. Reports add date filters and SLA compliance.
Integrations
- REST API with token authentication to create, list and read tickets.
- Webhooks signed with HMAC for ticket events.
- E-mail notifications to requesters, sent by the platform e-mail service.
Details on the integrations page.
Security and data isolation
Each company has its own database. Passwords are stored with Argon2id, sessions use secure cookies, every form is protected against CSRF, and access between companies is blocked and covered by automated tests.
Planned features
These are on the roadmap and are not available yet:
- E-mail to ticket (inbound e-mail)
- WhatsApp channel
- Custom fields
- Custom domain for the portal
- AI assistance: suggested replies, summaries and classification
- Mobile apps
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.