Faveo Helpdesk

This is a repackaged open source software product wherein additional charges apply for cloudimg support services.

Overview

Faveo Helpdesk is a self-hosted open source support-ticketing and helpdesk system - turn inbound email and web requests into tickets, route them to departments and agents, enforce SLA plans, reply with canned responses, publish a knowledge base and give customers a self-service portal, all from a clean agent and admin console. This image delivers Faveo Helpdesk Community fully installed and configured, so a complete helpdesk is running within minutes of launch. The current release available is Faveo Helpdesk Community 2.0.3.

Application Stack

Faveo is a Laravel 9 PHP application running on PHP 8.2 with OPcache and the mysql, mbstring, imap, gd, intl and bcmath extensions, served by nginx with php-fpm. MariaDB provides the database. A Laravel scheduler runs every minute through a systemd timer to process queued jobs, fetch email and run SLA escalations. The web setup wizard has already been run and locked, so customers land directly on the sign-in page.

Secure By Default

On the first boot of your instance a one-shot service generates a fresh MariaDB password, a fresh application key and a fresh administrator password, unique to that instance, and writes the administrator password to a root only file. No shared or default credentials ship in the image, the database listens only on the loopback interface, and the setup wizard is locked so it cannot be re-run.

Ready To Use

The Faveo code tree, web server and database are all configured, with application files, attachments and the database on dedicated, independently resizable storage volumes. Browse to the instance address, sign in to the agent and admin console as the administrator, and start configuring departments, help topics, SLA plans and agents.

cloudimg Support

24/7 technical support by email and chat. Help with Faveo deployment, upgrades, inbound and outbound email and IMAP fetching, SLA and department configuration, the knowledge base, plugins, and database administration.

Use Cases

Customer support and IT service desk for an organisation in its own VPC for data residency or compliance. Email-to-ticket inboxes, multi-department routing, SLA tracking, a customer self-service portal and knowledge base, and a self-hosted alternative to SaaS helpdesk products.

All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.