Email, website chat and WhatsApp handled from one queue
LibreDesk is customer support software you run on your own server. Support email, messages from a chat widget embedded on your site and WhatsApp Business conversations (connected through Meta's Cloud API) all land in one shared inbox, where agents split the work by team. The server is a single Go binary with a Vue.js 3 front end, and it keeps its data in PostgreSQL.
SLA targets, auto-assignment and any OpenAI-compatible model
- Automation rules: conversations get tagged, assigned and routed on conditions an admin defines. Auto-assignment hands out new ones according to each agent's capacity.
- SLA and CSAT: policies set response targets, and a conversation at risk of missing one triggers a notification. Customer ratings and reports track response times, resolution rates and agent activity.
- AI from the provider you pick: LibreDesk talks to any OpenAI-compatible endpoint and has presets for OpenAI, Anthropic, OpenRouter, Groq, Together AI and Ollama. The copilot drafts replies and summarizes threads; the chat assistant answers from the help center and hands off to a human when needed.
- Multilingual help center: a public knowledge base with its own search, which visitors can also browse inside the chat widget.
- SSO and per-action roles: sign-in through Google, Microsoft or any OIDC provider, with an SSO-only mode that switches password login off. Permissions are set per action, and an activity log records what agents and admins did.
Billing aliases, JWT-identified chat and CRM deep links
- Running support and billing out of one inbox: since 2.9.0 an inbox accepts mail on several addresses, and the agent picks which one the reply goes out from.
- Chat inside a logged-in customer area: your backend signs a JWT for the user, so the conversation opens under a known contact instead of an anonymous visitor.
- Jumping to billing or the CRM from a conversation: admin-defined sidebar links pass the contact's email or ID into the target URL, so the external tool opens on the right record.
Redis on top of Postgres, and no 2FA for passwords yet
"Single binary" still means three services. The install docs require PostgreSQL 13 or later plus Redis, and the bundled docker-compose.yml starts PostgreSQL 17 and Redis 7 next to the app. Two first-run details bite: --install wipes existing LibreDesk data, and the encryption key set before the first start must never change, or stored secrets become unreadable.
AI features stay off until a provider is configured, and the docs warn that every AI call is billed to your account with that provider.
Password logins have no second factor. 2FA is listed under "In Progress" on the roadmap, alongside contact merging, a portal where customers manage their tickets, and a Telegram channel.
The project pitches itself as a lightweight alternative to Intercom, Zendesk and Chatwoot. It is AGPL-3.0, and the website calls it free with every feature included, no paid tier and no hosted version. The roadmap adds that there is no per-seat pricing.
Memory held between 300 and 560 MB for an instance with 500 agents logged in, according to the 2.9.0 release notes, over a day of roughly 5,000 conversations.
Version 2.9.0 shipped on October 22, 2026, and 2.9.1 has been in release candidate since the 26th. Alpha builds ran until September 2025 and betas until 1.0.0 on January 28, 2026. Live chat arrived in April with 2.1, labeled beta at the time, and WhatsApp came with 2.9. That release also changed some widget API responses, so a custom chat UI built on it needs checking before upgrading.