Product Description
DeskFlow – by Spaeman Hawk is a complete, self-hosted customer support ticketing system for businesses that support more than one product or brand from a single team. Unlike generic single-queue contact forms, every ticket is tied to a product, so your team can route, filter, and report on support volume per product line — not just per agent.
Built in plain PHP 8.2 (no framework lock-in, no subscription), it runs on any standard LAMP/LEMP stack you already have — including inexpensive shared hosting — and you own the code outright. No per-agent seat fees, no monthly SaaS bill, no vendor holding your ticket data hostage.
Who it’s for: software vendors, agencies, and product companies who support multiple products/brands and want a private, self-hosted alternative to Zendesk/Freshdesk/Help Scout without recurring per-agent costs.
Public & customer-facing
- Public ticket submission form — CSRF-protected, honeypot spam trap, IP rate limiting, optional Google reCAPTCHA, file attachments
- Ticket numbers in
SUP-YYYYMM-000001 format, generated atomically (safe under concurrent submissions)
- Customer portal — password or one-time-code (OTP) email login, dashboard, filterable/searchable ticket list, threaded chat-style conversation view, close/reopen/rate resolved tickets
- Anonymous reply support — customers who never create an account still get a secure, expiring, single-use tokenized link in every email to view and reply, no login required
Staff & admin
- Admin dashboard with live charts (tickets by status/product/category/agent)
- Full ticket workflow: assign, change status, merge duplicates, internal (customer-hidden) notes, canned responses, CSV/Excel/PDF export
- Product, category, and tag management — the multi-product core of the system
- Staff management with 4-role RBAC (Super Admin, Support Manager, Support Agent, Read Only) enforced at both the route and data-query level — agents only ever see tickets assigned to them, internal notes never leak to customer-facing queries
- Full audit log of staff actions
- 5 report types — ticket volume, product-wise breakdown, resolution time, agent performance, SLA compliance — each exportable to CSV, Excel, or PDF
- Application settings editable from the admin UI: branding, SMTP, reCAPTCHA, upload limits, auto-close/SLA windows — no code edits needed
Under the hood
- Plain PHP 8.2+, hand-rolled MVC (no framework dependency to keep updated), MySQL/MariaDB
- CSRF tokens on every form, PDO prepared statements throughout, output escaping, DB-backed rate limiting, gated file downloads (attachments never directly web-reachable)
- SLA auto-escalation and auto-close scheduled scripts included (cron / Windows Task Scheduler)
- Full source code included — customize anything
What’s included
- Full application source code
- Installation guide and deployment guide, including an nginx example config
- Sample/demo data (products, categories, tickets, one staff account per role)
- 6 months of support and updates
Frequently asked questions
Does this require a subscription? No — it’s a one-time purchase, self-hosted on your own server.
Can one instance support more than one product/brand? Yes — that’s the core design. Tickets, SLAs, and reports are all scoped per product.
Can customers reply without creating an account? Yes, via a secure emailed link, in addition to full account-based login (password or OTP).
What if I only have shared hosting? It needs PHP 8.2+ and MySQL/MariaDB — the same stack most shared hosting already provides.
Can I customize it? Yes — full, readable source, Bootstrap 5 views, no build step or obfuscated code.
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