SupportLayer is unclaimed —

SupportLayer

Helpdesk software built for teams with real SLAs·supportlayer.app

SupportLayer is a helpdesk platform for teams whose work is measured against SLAs. It gives every ticket a clear owner, pauses SLA clocks while a ticket is waiting on the customer, and provides role-based access for agents, managers, administrators and end users. Tickets can arrive by email forwarding, a live chat widget, or the REST API, all landing in one queue. It also offers a live dashboard, SLA reporting, reply templates, white-label branding and a sync with ProjectLayer for turning tickets into backlog items.

What it's for

External customer supportInternal IT helpdesksOperations desksFacilities request managementTurning tickets into backlog items via ProjectLayerTracking and reporting SLA complianceBulk reassigning or closing tickets after an outage

Features 20

Access groups for narrower permissions
Agent notifications for assignments, replies and SLA warnings
Auditable log of every SLA pause on a ticket
Bulk actions to filter, select and close/reassign tickets
Custom ticket statuses, categories, tags and urgency levels
Email-to-ticket via inbox forwarding
Live chat widget added via a single script tag
Live dashboard of open, unassigned, breached and resolved-today tickets
Multi-organization workspaces with database-level tenant isolation
Org-wide MFA enforcement
ProjectLayer sync to turn tickets into backlog items
Reply templates for saved answers
REST API access
Role-based access with agent, manager, administrator and end-user roles
Scoped permissions and private attachments
Separate response and resolution targets set per priority
SLA clocks that pause while waiting on the customer
SLA reporting: compliance rate, first response, volume, workload per agent
Warning emails before an SLA breach
White-label branding

At a glance

free tierAPI

TypeWeb app

DeploymentCloud

PlatformsWeb

Forteams measured on their SLAs, one-person support functions, fifty-agent support floors, internal IT teams, operations teams

CompanyXegen Ltd.

Integrations

ProjectLayer

Resources

Docs

Pricing

Pricing is a single per-agent-seat rate; the first agent seat is always free. Competitor comparison prices (Freshdesk, Zendesk, Help Scout) are cited from each vendor's own pricing pages as of May 2026 and are not SupportLayer's own pricing.

First agent seatFree

Administrators and end users are also unlimited and free on every account.

First agent seat is free permanently, not a trial and not time-limited, with every feature included.

Per-agent pricing$12/user/mo

Price shown in US dollars by default; also viewable in GBP, EUR, AUD, NZD. Administrators and end users are unlimited and free.

Only support agent and service manager seats are billed; workspace runs comfortably past 500 agents.