Enterprise-grade customer support platform combining real-time live chat, ticket management, visitor tracking, and subscription billing into a single, brandable system.
Helpneer is built for businesses that need to manage customer conversations at scale, across multiple brands and organizations, with granular control over who on their team can see and do what.
The platform is composed of three integrated parts: a Django-based backend of microservices that runs authentication, billing, and ticketing logic; a Next.js admin panel where support teams manage tickets, visitors, and settings; and an embeddable chat widget that businesses place on their own websites to talk to visitors in real time.
Growing support teams typically hit the same wall: their tools don't scale past a single brand, a single pricing plan, or a single flat permission model. Helpneer is built to remove that wall by solving four connected problems:
Visitor conversations, ticket creation, and agent assignment often live in disconnected tools. Helpneer unifies live chat, ticketing, and agent routing in one data model.
Many support platforms offer only coarse admin/agent roles. Helpneer's granular, resource-level RBAC (view/create/update/delete per module) lets organizations model their real team structure.
Companies running more than one brand or storefront need isolated widget configuration, routing, and reporting per brand, without standing up separate platforms.
Seat-based billing with Stripe, live usage tracking, and self-serve upgrade/downgrade keeps cost aligned with actual team size.
Next.js dashboard for managing tickets, visitors, analytics, brand settings, user permissions, and billing.
Embeddable, Shadow-DOM-isolated widget for real-time visitor communication with customizable theming and routing.
Django microservices architecture with Kafka event streaming, PostgreSQL, Redis, and AWS S3 integration.
Stripe-powered seat-based subscription with four tiers, live usage tracking, and self-serve plan management.
How a support interaction moves through Helpneer from widget to resolution.
A business installs the Helpneer chat widget on their website and configures brand appearance, security rules, and pre-chat form via the admin panel.
The widget captures geolocation, device data, and (optionally) pre-chat form details, and registers the visitor in real time in the admin panel's live visitor list.
The visitor is routed to an agent via skills-based or round-robin assignment; messages sync in real time over PubNub and WebSockets.
If the issue isn't resolved in-chat, the conversation converts into a tracked ticket with priority and status, and can be reassigned or transferred between agents.
Once resolved, the visitor is prompted for a star rating and structured feedback; the full conversation and outcome are archived to history.
Admins review agent, chat, and ticket analytics on the dashboard, filtered by date or assignee, to track team performance and volume trends.
Seat usage, plan tier, and payment processing run continuously via the billing module, independent of the support workflow above.
Unified visitor-to-ticket pipeline
Chat, visitor intelligence, and ticketing share one data model instead of being bolted together.
Resource-level permissioning
Granular View/Create/Update/Delete control per module, not just coarse Admin/Agent roles, with permission changes propagated live via WebSocket.
True multi-brand, multi-org isolation
Hierarchical organizations with brand-scoped widgets, routing, and reporting under one account.
Event-driven, microservices core
Kafka-based service communication and independently scalable services designed for high ticket/user volume.
Deployment flexibility
The same platform runs from Docker Compose locally through to Kubernetes/Helm at enterprise scale.