Helpdesk Platform

Meet Desk

Your support, your brand, your rules. A hyperscale SaaS helpdesk platform with BPMN workflow designer, custom forms, and white-label domains. Build your own branded support system — from ticket to resolution.

Download View on Flow 
# Create a support ticket via API
curl -X POST https://api.desk.koder.dev/v1/tickets \
  -H "Authorization: Bearer {token}" \
  -d '{
    "subject": "Cannot access dashboard",
    "priority": "high",
    "type": "incident",
    "custom_fields": {
      "browser": "Chrome 120",
      "os": "macOS 14.2"
    }
  }'

# Response
{"id": "tkt_8xK2m", "number": 1042, "status": "new"}

Everything You Need for World-Class Support

From BPMN workflows to AI-powered automation, every tool to build a branded helpdesk at any scale.

⚙

BPMN Workflow Designer

Visual drag-and-drop BPMN 2.0 editor for ticket flows. Design escalation paths, approval chains, and routing rules with a graphical canvas.

BPMN 2.0drag-and-dropvisual editor
▦

Custom Forms Builder

Design forms with conditional fields, validation rules, computed values, and multi-step wizards. Attach forms to ticket types or customer portals.

conditional logicvalidationwizards
🌐

White-Label Domains

Each customer gets their own branded domain with custom logo, colors, and email templates. Full DNS and TLS management built in.

custom domainsbrandingTLS
✉

Omnichannel Support

Email, live chat, phone, WhatsApp, social media — all conversations in one unified inbox with full context and history.

emailchatWhatsAppsocial
⏲

SLA Management

Priority-based response and resolution targets with business hours calendars, breach alerts, escalation rules, and SLA reporting.

prioritiesbusiness hoursbreach alerts
⚡

Automation Rules

Trigger actions on ticket events, field conditions, and timers. Auto-assign, auto-tag, auto-respond, and auto-escalate with zero code.

triggersconditionstimers
📖

Knowledge Base

Self-service articles with categories, search, SEO, analytics, and version history. Suggest articles automatically when customers create tickets.

articlessearchanalytics
👤

Customer Portal

Branded portal for customers to submit and track tickets, browse the knowledge base, and view announcements. Fully customizable.

self-serviceticket trackingbranded
🤖

AI-Powered

Sentiment analysis, auto-classification, suggested responses, and smart routing. AI learns from resolved tickets to improve over time.

sentimentclassificationsuggestions
📈

Reporting & Analytics

Custom dashboards, SLA compliance reports, agent performance metrics, customer satisfaction scores, and trend analysis.

dashboardsSLA reportsCSAT
🏢

Multi-Tenant

Complete tenant isolation with per-tenant configuration, branding, workflows, forms, SLAs, and user management. Scale to thousands of tenants.

isolationper-tenant configscalable
🛠

REST API

Full API for integrations, webhooks, and custom workflows. OpenAPI spec, SDKs, rate limiting, and comprehensive documentation.

RESTwebhooksOpenAPI

BPMN Workflow Definition

Define ticket routing and escalation flows using standard BPMN 2.0 XML. Import from any BPMN-compatible tool or design visually in the editor.

  • Standard BPMN 2.0 XML format
  • Conditional gateways for smart routing
  • Timer events for SLA escalation
  • Service tasks for external integrations
<!-- BPMN workflow for ticket routing -->
<process id="ticket-routing">
  <startEvent id="new-ticket" />

  <exclusiveGateway id="check-priority" />

  <sequenceFlow sourceRef="check-priority"
    targetRef="assign-senior">
    <conditionExpression>
      ${ticket.priority == 'critical'}
    </conditionExpression>
  </sequenceFlow>

  <userTask id="assign-senior"
    name="Assign to Senior Agent" />

  <boundaryEvent id="sla-timer"
    attachedToRef="assign-senior">
    <timerEventDefinition>
      <timeDuration>PT4H</timeDuration>
    </timerEventDefinition>
  </boundaryEvent>
</process>

Form Builder Definition

Define custom forms with conditional fields, validation rules, and computed values using a simple JSON schema.

  • Conditional field visibility
  • Built-in validation rules
  • Multi-step form wizards
  • Attach to any ticket type
// Custom form with conditional fields
{
  "name": "Bug Report",
  "ticket_type": "bug",
  "fields": [
    {
      "id": "severity",
      "type": "select",
      "label": "Severity",
      "options": ["low", "medium", "high", "critical"],
      "required": true
    },
    {
      "id": "affected_users",
      "type": "number",
      "label": "Affected Users",
      "show_when": {
        "field": "severity",
        "operator": "in",
        "value": ["high", "critical"]
      }
    }
  ]
}

Automation Rules

Define rules that trigger actions automatically based on ticket events, field conditions, and timers. No code required.

  • Event-driven triggers
  • Complex condition logic
  • Multiple action types
  • Timer-based escalation
// Auto-escalate unresolved critical tickets
{
  "name": "Escalate Critical Tickets",
  "trigger": "ticket.updated",
  "conditions": {
    "all": [
      { "field": "priority", "op": "eq", "value": "critical" },
      { "field": "status", "op": "not_in",
        "value": ["resolved", "closed"] },
      { "field": "hours_open", "op": "gt", "value": 4 }
    ]
  },
  "actions": [
    { "type": "assign_group", "group": "senior-support" },
    { "type": "notify", "channel": "slack",
      "message": "Critical ticket #{number} escalated" },
    { "type": "set_field", "field": "escalated", "value": true }
  ]
}

Architecture

Clean layered design built for multi-tenant SaaS at hyperscale.

Channels
Email · Live Chat · Phone · WhatsApp · Social Media · Customer Portal · REST API
Gateway & Routing
Load Balancer → Tenant Resolver → Rate Limiter → Auth
Core Engine
Ticket Manager · BPMN Engine · Form Engine · SLA Engine · Automation Engine
AI Layer
Sentiment Analysis · Classification · Suggested Responses · Smart Routing
Knowledge & Search
Knowledge Base · Full-Text Search · Article Suggestions · SEO
Multi-Tenant Data
Tenant Isolation · Per-Tenant Config · White-Label · Custom Domains
Storage
Koder KDB · Object Storage · Cache · Message Queue

How It Compares

Koder Desk combines enterprise features with open-source freedom.

Feature Koder Desk Zendesk Freshdesk Jira SM ServiceNow osTicket
BPMN Designer✓———Partial—
Custom Forms✓PartialPartial✓✓—
White-Label✓—————
Multi-Tenant✓———✓—
Omnichannel✓✓✓Partial✓Email only
SLA Management✓✓✓✓✓Partial
AI-Powered✓✓✓Partial✓—
Knowledge Base✓✓✓✓✓Plugin
REST API✓✓✓✓✓Partial
Self-Hosted✓——Data Center—✓
Open Source✓————✓

Frequently Asked Questions

Everything you need to know about Koder Desk.

What is Koder Desk?
Koder Desk is a hyperscale SaaS helpdesk platform built in Go. It provides a complete support system with BPMN workflow designer, custom forms builder, white-label domains, omnichannel inbox, SLA management, automation rules, knowledge base, customer portal, AI-powered features, and a full REST API. It is designed for multi-tenant deployments where each tenant gets their own branded support experience.
How does the BPMN workflow designer work?
The BPMN workflow designer is a visual drag-and-drop editor that lets you define ticket flows using the BPMN 2.0 standard. You can create routing rules with exclusive/parallel gateways, set timer events for SLA escalation, add service tasks for external integrations, and define user tasks for agent assignments. Workflows can be exported/imported as standard BPMN XML, making them compatible with other BPMN tools.
Can I use my own domain?
Yes. Koder Desk supports full white-label domains. Each tenant can configure their own custom domain (e.g., support.yourcompany.com) with automatic TLS certificate provisioning, custom branding (logo, colors, favicon), and personalized email templates. Your customers will see your brand everywhere — no "Powered by" footers.
How does multi-tenancy work?
Koder Desk provides complete tenant isolation at the database level. Each tenant has their own configuration, branding, workflows, forms, SLAs, automation rules, knowledge base, and user management. Tenants share the same application infrastructure for efficiency, but their data is strictly isolated. You can scale to thousands of tenants on a single deployment.
Is it self-hosted or cloud?
Both. You can self-host Koder Desk on your own infrastructure for complete control over your data, or use the managed cloud version at desk.koder.dev. The self-hosted version is a single Go binary with no external dependencies beyond a database (Koder KDB or PostgreSQL). Docker images and Kubernetes Helm charts are provided.
How does it integrate with the Koder ecosystem?
Koder Desk integrates natively with the Koder ecosystem. It uses Koder KDB as its primary database, Koder Notify for multi-channel notifications (email, SMS, push, Slack, WhatsApp), Koder Pipe for workflow orchestration, Koder Dash for advanced reporting dashboards, and Koder Observability for monitoring. All integrations are optional — Koder Desk works standalone with PostgreSQL and standard SMTP.

Ready to build your branded helpdesk?

Your support, your brand, your rules. Zero compromises.

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