Uhelp – AI Powered Helpdesk Support Ticketing System with Livechat CRM

Handling multi-channel customer inquiries across email, live chat, and ticketing channels often leads to fragmented workflows and delayed resolution times. Uhelp is a self-hosted customer support ticketing and live chat CRM built on the Laravel 10 framework. It centralizes ticket routing, real-time messaging, Gemini AI auto-assistance, and knowledge base management into a single web application. This platform is ideal for IT service teams, software vendors, and Envato authors who require full server data ownership and automated purchase verification. It is not suited for shared hosting setups lacking root/sudo terminal access or operations relying on Microsoft 365 business email sync.

Technical Specification	Details
Backend Framework	Laravel 10
PHP Version	PHP 8.2 (BCMath, Ctype, Fileinfo, JSON, Mbstring, OpenSSL, PDO, Tokenizer, XML)
Server Requirements	VPS or Dedicated Server with SUDO terminal access and open ports (e.g., 8443, 8334)
Included Source Files	PHP, SQL, JS, CSS, SCSS
AI & Third-Party Services	Gemini AI, Twilio SMS, AWS S3, Storj Storage, Google & Email 2FA
Communication Channels	Live Chat (WebSockets), Email-to-Ticket, Guest Tickets, ChatBot
License Integration	Native Envato API purchase code validation (toggleable)

Core Functional Architecture

AI Assistance & Automation

Uhelp incorporates Gemini AI to generate ticket responses, refine agent drafts, and translate dynamic articles or FAQ content. Scheduled tasks run through an inbuilt cron command system, automating canned replies, business hours rules, and ticket escalation schedules without external scripting.

Real-Time Live Chat & Collision Detection

Driven by WebSocket technology, the live chat engine delivers real-time messaging, file uploads, and online state monitoring. Real-time collision detection prevents multiple agents from responding to the same customer ticket simultaneously, reducing duplicate workload.

Ticket Routing & Workspace Tools

• Group & Department Routing: Assign incoming queries to specific agent groups, departments, or individual team members based on topic or priority.
• Email-to-Ticket Syncing: Automatically convert incoming emails from providers like Gmail, Yahoo, Hotmail, and Webmail into open tickets. Customers can reply directly from their email client to post updates.
• Knowledge Base & FAQs: Convert resolved tickets into public articles with one click to expand your customer self-service center.
• Envato License Verification: Verify Envato purchase codes automatically upon ticket submission, instantly auto-filling item details for author support teams.

Security & Customization Control

The system supports Single Sign-On (SSO), two-factor authentication (2FA via Google or Email), captcha security, agent username privacy, and customizable role-based permissions. Frontend interfaces support LTR and RTL directions, custom CSS/JS injection, multiple color themes, dynamic language switching via JSON language files, and dedicated ad spaces.

Frequently Asked Questions

Can Uhelp be installed on standard shared hosting environments?

Shared hosting is not recommended because the live chat and real-time collision features require WebSockets and SUDO terminal access to configure server ports. A VPS or dedicated server running PHP 8.2 is required for correct execution.

Does Uhelp support automated ticket creation from incoming emails?

Yes, Uhelp includes an email-to-ticket processing system compatible with Gmail, Yahoo, Hotmail, and general Webmail. End users can reply to notifications straight from their email inbox. Note that Microsoft 365 Business email accounts are not supported.

Is it possible to run Uhelp without Envato integration?

Yes, the Envato API validation module can be toggled off directly inside the general administration settings. This allows non-Envato businesses to use the platform as a standard, self-hosted customer service CRM.