thinkNXG Helpdesk — FLOSS Support Ticketing System

100% FLOSS — AGPL-3.0 · No per-agent pricing

Customer support,
simplified.

thinkNXG Helpdesk gives your team just what they need — ticket tracking, SLAs, a self-service portal, and clean automation — without per-agent pricing, vendor lock-in, or clutter.

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helpdesk.thinknxg.cloud — Agent Portal

Live

All Tickets 24 open

Search tickets...

All

Open

Pending

Resolved

#HD-1042

Cannot generate purchase invoice from PR

Critical Open 2m ago

#HD-1041

Payroll not running for new employees

Open 18m ago

#HD-1040

Dashboard charts not loading on mobile

Pending 1h ago

#HD-1039

Request to add custom field in Sales Order

Open 3h ago

#HD-1038

Email notifications not being sent

Resolved 5h ago

Cannot generate purchase invoice from PR

#HD-1042 · Opened by Amit Sharma · 2 minutes ago

Critical Open Assigned: Riya K. SLA: 2h 14m left

Amit Sharma · Customer

Hi, I'm trying to create a Purchase Invoice from a Purchase Receipt but the button is greyed out. This is blocking our accounts team. We need urgent help.

Riya K. · Agent

Thanks for reaching out, Amit. I can reproduce this — it appears to be a permissions issue with the Accounts role. I'm escalating to our tech team and will update you within the hour.

Amit Sharma · Customer

Thank you! Please do let me know as soon as possible. Our month-end closing depends on this.

Type a reply... (markdown supported)

Ticket Mgmt

SLA Rules

Auto-Assign

Self-Service

Knowledge Base

Automation

Reports

PWA Mobile

2.5^K+

GitHub Stars

7^K+

Customers Served

Per-Agent Pricing

100^%

FLOSS

Why Helpdesk

Support without the stress or cost

Proprietary helpdesks charge per agent, lock you into their ecosystem, and bury you in features you don't need. thinkNXG Helpdesk is different.

FLOSS & Fully Yours

Customize, extend, and deploy the helpdesk the way your business works. No vendor approval, no locked features.

No Per-Agent Pricing

Add as many agents as you need without worrying about ballooning costs. One flat deployment, unlimited seats.

Centralized Ticketing

Manage tickets from email, web forms, and customer portal in one place with clear assignments and full history.

SLA Rules & Escalations

Set response and resolution targets by ticket type or team, with automated alerts and escalations before breaches.

Customer Self-Service

Let users raise tickets and find answers via a branded portal and knowledge base — fewer repetitive queries, happier customers.

Custom Workflows

Auto-assign tickets, add custom fields, write scripts, and extend every feature using the thinkNXG Framework.

Dashboards & Reports

Monitor team performance, identify bottlenecks, and continuously improve customer satisfaction with built-in analytics.

Mobile Ready (PWA)

Use Helpdesk like a native app on any device, directly from the browser — no app store, no updates to install.

Ticket Management

Every query tracked, nothing falls through

Collect tickets from email, web forms, and the customer portal in one shared inbox. Every ticket gets a history, assignment, priority, and SLA — so your team always knows what to do next.

Multi-channel inbox Email, portal submissions, and embedded forms — all funnel into one queue

Full ticket history Every message, status change, and assignment logged with timestamps

Priority & type tagging Tag tickets by urgency, category, and team for fast triage and routing

Internal notes & collaboration Agents can leave private notes visible only to the team — no more separate Slack threads

Ticket Queue

Critical

Open

Pending

Resolved

#1042

Cannot generate purchase invoice from PR

Critical

2h 14m

#1041

Payroll not running for new employees

Open

6h 30m

#1040

Mobile dashboard charts not loading

Pending

11h 00m

#1039

Custom field request in Sales Order

Open

1d 2h

#1038

Email notifications not being sent

Resolved

Closed

SLA Policies

Enterprise SLA Critical

First Response

Resolution

Standard SLA Default

First Response

Resolution

24h

Time remaining for #HD-1042 (Critical)

2:14:38

Service Level Agreements

Never miss a response deadline again

Define SLA policies by ticket type, customer tier, or team. Automatic alerts fire before breaches — keeping your team accountable and your customers satisfied.

Multiple SLA policies Different response and resolution targets per customer type or ticket priority

Countdown timers Live SLA countdown visible on every ticket so agents know exactly how long they have

Auto-escalation Tickets escalate to senior agents or managers automatically when SLAs are at risk

Business hours aware SLA timers pause outside working hours and holidays — no unfair breaches

Customer Self-Service

Empower customers to help themselves

Give customers a branded portal to raise tickets, check status, and search your knowledge base — reducing repetitive queries and freeing your agents to handle complex issues.

Branded customer portal Custom domain, logo, and colour scheme matching your brand identity

Knowledge base Publish articles, FAQs, and troubleshooting guides — customers find answers before opening tickets

Ticket tracking Customers see the full status and conversation history of their own tickets

Satisfaction ratings Collect CSAT scores automatically after ticket resolution for continuous improvement

How can we help you today?

Search articles, FAQs, and guides...

ERP & Accounting

24 articles

HR & Payroll

18 articles

CRM & Sales

15 articles

Setup & Config

31 articles

Route the right ticket to the right person

Stop manually assigning tickets. Build rules that route by category, balance workload across agents, and trigger notifications when things need attention — all without writing code.

Rule-based auto-assignment Route tickets to teams or agents based on type, priority, customer, or keyword

Workload balancing Distribute tickets evenly across your team so no agent gets overwhelmed

Trigger-based notifications Notify agents, customers, or managers on status changes, new replies, or SLA events

thinkNXG Script hooks Write custom Python scripts on any event for unlimited automation flexibility

Insights & Reporting

Know exactly how your support is performing

Built-in dashboards show ticket volume, first response times, resolution rates, and agent performance at a glance. Drill deeper with thinkNXG Insights for custom BI reports.

Team performance dashboards Track resolution rates, first response times, and CSAT scores per agent or team

SLA compliance reports See how often SLAs are met, breached, or escalated — broken down by policy and agent

Ticket trend analysis Spot spikes in volume, common issue categories, and seasonal patterns

Insights integration Connect to thinkNXG Insights for cross-product BI — link support data with ERP and CRM

Support Dashboard — This Month

Tickets Resolved

287

+18% vs last month

Avg Resolution

4.2h

−34min improved

CSAT Score

4.8/5

Excellent

Daily Ticket Volume

Top Agents

Riya K.

Arjun J.

Meera R.

Kiran L.

9:41

My Tickets

#HD-1042 · Critical

Cannot generate purchase invoice from PR

Open SLA: 2h 14m

#HD-1041 · High

Payroll not running for new employees

Open SLA: 6h 30m

#HD-1040 · Medium

Dashboard charts not loading on mobile

Pending

New Ticket

Knowledge Base

My Stats

Alerts

Works on any device · No app store needed

Mobile Access (PWA)

Support on the go, no app store needed

thinkNXG Helpdesk is a Progressive Web App — install it on any phone or tablet straight from the browser. Agents can manage tickets, reply to customers, and check SLA timers from anywhere.

Add to Home Screen Works like a native app on iOS and Android — no Play Store or App Store needed

Push notifications Get notified of new tickets, replies, and SLA alerts directly on your device

Full feature parity Assign, reply, escalate, and close tickets — everything available on desktop works on mobile

Always up to date No manual updates — the app refreshes automatically when you deploy a new version

Comparison

Why thinkNXG Helpdesk is the smarter choice

FLOSS, unlimited agents, and no vendor lock-in — at a fraction of the cost of proprietary alternatives.

Feature	thinkNXG Helpdesk	Zoho Desk	Freshdesk	Zendesk	Jira Service
FLOSS / FLOSS
Unlimited agents
Self-host option
Customization without vendor
SLA & escalations
Knowledge base
ERPNext / ERP integration
Pricing	Custom Pricing	from $10/user/mo	from $12/user/mo	from $55/user/mo	from $20/user/mo

Origin Story

Why we built Helpdesk

As businesses focus more on providing exceptional customer service, having an efficient helpdesk has become crucial. While proprietary tools exist, they can be expensive and difficult to customize — leading many businesses to rely on disorganised email threads for support. Our ERP had a basic support module, but the interface for handling tickets was generic and clunky. Recognising the need for a robust, FLOSS helpdesk solution, and driven by our own internal requirements, we built thinkNXG Helpdesk with a user-friendly interface designed specifically for efficient ticket management. Today it is an essential part of our internal support operations, serving over 7,000 customers across all our products. We are confident it can streamline your support processes too.

The thinkNXG Team

Product Engineering — thinkNXG Helpdesk

User Reviews

Take it from our users

Support teams across India and beyond use thinkNXG Helpdesk to serve their customers faster and smarter.

thinkNXG Helpdesk has streamlined our support cycle and brought in better accountability. With each ticket raised and tracked from the portal, our clients and team get better visibility. Our support resolution time improved, client satisfaction increased, and overall transparency went up significantly. It has been a complete game-changer for our operations.

Dany Robert

Wahni IT Solutions

The interface is clean and intuitive — it simplifies managing customer support without needing extensive training. The dashboard lets our team quickly access ticket statuses, priorities, and customer interactions at a glance. One of the key strengths is the high level of customisation, which allows the system to adapt to our unique business requirements.

Safvan Hussain

Location Solutions Telematics LLC

Resources