Nefisa Helpdesk FAQ

Nefisa Helpdesk is customer support software that turns the emails and website chats your customers send into tickets your team can share, assign, answer and track. Nobody has to wonder who is handling what, and customers can see where their request stands.

It includes a shared inbox, live chat, SLAs, a customer portal and a knowledge base on every plan, and a ticket API and webhooks for your own site or app on Growth and Enterprise.

Founders, freelancers and support teams of up to about twenty agents who answer customer questions by email or chat and want a proper queue instead of a shared inbox.

Starter is $3.95 per month for 1 agent, Growth is $8.95 for up to 5 agents and Enterprise is $14.95 for up to 20 agents. Prices are flat for the plan, and ticket volume is unlimited on every plan. Live chat is included in all three.

Every plan starts with a 30-day free trial. You enter a card at checkout so the plan can continue when the trial ends, but you are not charged during the trial. Cancel before day 30 and you pay nothing.

A shared inbox only shows messages. A helpdesk gives every message an owner, a status and a deadline. Each email or chat becomes a ticket that can be assigned, tracked against a reply target, discussed in private notes and closed, and you can see how fast the team answers.

Nefisa Helpdesk also adds the pieces a shared inbox lacks: a customer portal, live chat on your website, saved replies, a knowledge base and reporting.

Connect your support mailbox in Settings, Email. Use a Nefisa Mail mailbox with its address and password, or the Custom option for any mailbox that supports IMAP and SMTP. Every new message to support@yourcompany.com then opens a ticket, and your replies go out from the same address.

Yes. Customers get a support portal where they can raise a ticket, follow its status and reply, so they do not have to chase you by email. The portal is included on every plan.

Collision detection shows when a colleague is already viewing or typing a reply on a ticket. Internal notes and @mentions let the team discuss a ticket privately without it reaching the customer.

Yes, with saved replies. Starter includes 1; Growth and Enterprise have unlimited saved replies, and Enterprise can also share team templates.

Yes. You can publish help articles so customers can find answers before they open a ticket, and search finds relevant articles for them. Starter can publish up to 10 articles; Growth and Enterprise are unlimited.

Growth and Enterprise can also turn on a public help centre with your own sections, FAQ, ticket forms and live chat.

Live chat is a chat widget you add to your website. Visitors click it, type a question and your agents answer from the same helpdesk where they handle email, so there is no separate chat tool to pay for or check. Any chat can be turned into a ticket with the full transcript attached.

Live chat is included in every plan.

Turn live chat on in your helpdesk's Settings, choose your colours and greeting, then copy the one-line code snippet and paste it into your site's pages. Because it is a plain script, it works on any website builder or custom site that lets you add code, and a basic setup does not need a developer.

Every plan includes the chat widget, chats turned into tickets, offline messages, chat ratings, transcripts and file sharing. Starter includes up to 3 quick answers.

Growth and Enterprise add unlimited quick answers, chat routing to teams with automatic assignment, custom pre-chat and offline forms, verified visitor identity and removal of the "Powered by Nefisa" badge.

Set your chat hours in Settings. Outside those hours you can either hide the widget or show an offline form. Messages left on the form become tickets, so nothing is lost and your team replies when they are back.

Yes, with one click, and the transcript is attached so the next agent sees everything that was said. When a visitor leaves an offline message it becomes a ticket automatically, and from then on it is handled like any other ticket, with the same assignment, notes and SLA tracking.

On Growth and Enterprise, visitors can choose a topic such as Sales or Billing and the chat goes to the team that handles it, with automatic assignment inside the team. On Starter, chats arrive for all of your agents to pick up.

On Growth and Enterprise, if visitors are signed in to your website you can pass their details to the widget with a secure signature. Agents then see who they are talking to, and nobody can pretend to be one of your customers.

Chats appear in the helpdesk with sound and desktop alerts, and agents can see when a visitor is typing. Visitors can send files and rate the chat when it ends, and the transcript is kept on the record.

A shared inbox is a support address such as support@ or billing@ that feeds tickets into the helpdesk. A team is a group of agents who handle certain tickets. Starter includes 1 of each, Growth up to 5 and Enterprise unlimited.

On Growth and Enterprise, round-robin assignment hands each new ticket to the next available agent in the team, so the load stays even and nothing waits for someone to pick it up.

An SLA sets how fast you promise to reply and resolve. Helpdesk tracks each ticket against the target, using your business hours and holiday calendar so weekends and public holidays are not counted against you. Starter has 1 standard policy, Growth supports multi-tier SLAs and custom schedules, and Enterprise adds 24/7 emergency SLAs.

Starter is for 1 agent, Growth supports up to 5 and Enterprise up to 20. You can invite agents from your dashboard.

Every plan has a dashboard of open and resolved tickets. Growth and Enterprise add first response time and resolution time, customer satisfaction (CSAT) surveys sent after a ticket is closed, and exportable reports and activity logs.

Yes. Growth and Enterprise include a token-secured REST API with a Postman collection, plus outbound webhooks. You can create tickets from your own product, look up a customer's tickets and be notified when something changes. Starter does not include API access, but it still has live chat and the customer portal.

Your server can create a ticket for a customer, list that customer's tickets, fetch one ticket with its status and priority, read its conversation, post the customer's reply, change its status and download attachments. That is enough to build a support page inside your own app without sending customers to another site.

You generate an API key in your helpdesk's Settings and send it in the Authorization header. Every call names the customer's email and only returns that customer's tickets, so the key cannot browse your whole helpdesk or reach agent data and settings. Call the API from your server and keep the key out of browser code.

Yes. Use the ticket API from your backend to list a signed-in customer's tickets, show the conversation and let them reply. If you would rather not build anything, send customers to the built-in customer portal instead.

On Growth and Enterprise, an outbound webhook calls a URL on your side when a ticket changes. Use it to update another system, alert your team elsewhere or start your own workflow.

Enterprise includes telephony integration with Twilio and Exotel. Enterprise also adds dynamic field dependencies and form scripts, so a ticket form can change depending on the answers given.

Each customer has a dedicated helpdesk workspace, isolated from other customers. Attachment storage is 5 GB on Starter, 25 GB on Growth and 100 GB on Enterprise.

Open the helpdesk from your Nefisa dashboard without another password. Each agent can add an authenticator-app second step from the helpdesk's own Settings.

Yes, from your dashboard at any time. Plan changes reach your workspace automatically, usually within a couple of minutes. If you cancel, the helpdesk keeps running to the end of the period you paid for.

Yes, Growth and Enterprise customers can request features, and Enterprise requests are prioritised. Enterprise also includes early access to what we release next.