SupportLyx

SupportLyx is a production-ready enterprise help desk platform designed for modern support operations. It combines intelligent routing, AI-powered automation, and comprehensive knowledge management to help teams deliver faster support at scale.

Core Features

Omnichannel Intake

  • Email integration with automatic ticket creation, thread matching, and spam detection
  • Embeddable web forms with configurable dynamic fields
  • Real-time live chat with AI chatbot and seamless human handoff
  • REST API for programmatic ticket creation
  • Out-of-office suppression and attachment malware scanning
  • Automatic language detection and processing

Ticket & Case Management

  • Full lifecycle management: create, edit, merge, split, clone, close
  • Configurable statuses and sub-statuses
  • Priority and severity levels with SLA management
  • Parent-child and linked ticket relationships
  • Custom fields and dynamic forms
  • Bulk operations (up to 100 tickets)
  • Saved views and advanced filtering
  • Tags, labels, and response templates
  • Complete activity timeline with field-level change tracking
  • Collision detection for concurrent editing

AI-Powered Operations

  • Automatic ticket classification (intent, category, priority)
  • Conversation summarization for quick context
  • AI-powered reply generation grounded in knowledge base articles
  • Sentiment analysis for proactive intervention
  • Knowledge article suggestions for support agents
  • Routing recommendations based on ticket analysis
  • Text rewrite capabilities (tone, grammar, translation)
  • Intelligent PII masking and redaction
  • Prompt injection defense
  • Tenant-scoped retrieval (zero cross-tenant data leakage)

Agent Workspace

  • Unified inbox across all channels
  • Omnichannel conversation timeline with full context
  • Requester profile sidebar with communication history
  • AI copilot sidebar with suggestions, KB links, and macros
  • Rich text composer with templates and macro support
  • @mention collaboration in internal notes
  • SLA countdown timers with breach warnings
  • Real-time typing indicators and presence

Knowledge Base & Self-Service Portal

  • Versioned articles with approval workflows
  • Category and section taxonomy
  • Multi-language localization
  • Full-text search with OpenSearch
  • Semantic/vector search (kNN) for intelligent results
  • AI-generated direct answers with source citations
  • Branded help center per brand/tenant
  • Article feedback and deflection analytics
  • Mobile-responsive design

Routing & SLA Management

  • Skill-based, round-robin, load-balanced, and priority-based routing
  • Business-hours-aware routing with tenant calendar
  • Fallback and overflow queue rules
  • SLA policies with configurable targets by priority, plan, brand, and requester tier
  • SLA pause/resume conditions
  • 15-minute breach warning notifications
  • Automatic escalation workflows
  • Queue health metrics and monitoring

Workflow Automation

  • Trigger-based automation rules
  • Multi-step workflows with branching and wait states
  • Human-in-the-loop approval gates
  • Macros for one-click action sets
  • Scheduled automations (cron-based)
  • Workflow versioning and dry-run simulation
  • Integration actions for external APIs and webhooks
  • Retry policies with error logging

Reporting & Analytics

  • Pre-built dashboards for volume, SLA, backlog, and reopen rates
  • Agent productivity and performance reports
  • Queue health and capacity analytics
  • Knowledge base analytics (views, deflection, feedback)
  • AI analytics (containment, acceptance, accuracy)
  • Custom dashboard creation
  • CSV/PDF export
  • Scheduled report delivery

Multi-Tenant Architecture

  • Strict tenant isolation at database (RLS), cache, search, and storage layers
  • Multi-brand support per tenant with custom domains and themes
  • Parent-child tenant hierarchies for MSP and reseller use cases
  • Subscription plan enforcement and usage metering
  • Sandbox/test tenant creation

Security & Compliance

  • OAuth 2.1, API keys, and personal access tokens
  • SSO support (SAML 2.0, OIDC)
  • Multi-factor authentication (TOTP)
  • Role-based access control (RBAC) with custom roles
  • Account lockout and IP allowlists per tenant
  • TLS 1.2+ in transit, AES-256 at rest
  • Immutable audit log with full search and export
  • Legal hold enforcement and DSAR support
  • Configurable retention policies
  • WAF, Shield, and GuardDuty integration

Surveys & Feedback

  • CSAT, CES, and NPS survey types
  • Configurable suppression rules
  • Multi-language survey delivery
  • Detractor alerting
  • Response correlation with ticket metadata

Public API

  • RESTful API with OpenAPI 3.0 specification
  • Interactive Swagger UI
  • Cursor-based pagination
  • Advanced filtering, sorting, and field selection
  • Idempotency keys on write operations
  • Rate limiting per tenant and API key
  • Webhook subscriptions with HMAC signing
  • Semantic versioning with deprecation policy

Key Benefits

  • Speed: AI-powered automation and routing reduce response times by 45%
  • Efficiency: Unified inbox and AI copilot help agents handle 2x more tickets
  • Scale: Multi-tenant architecture supports thousands of organizations
  • Customization: Fully configurable workflows, fields, and automation rules
  • Integration: REST API, webhooks, and pre-built integrations
  • Compliance: Enterprise-grade security, audit logging, and compliance tools
  • Intelligence: AI learns from your support patterns and improves over time

Use Cases

  • SaaS Companies — Scale customer support without proportional headcount increase
  • E-Commerce — Handle high-volume customer inquiries across multiple channels
  • Managed Services Providers (MSP) — Multi-tenant platform for reseller support
  • Enterprise Support — Complex workflows, SLA management, and compliance
  • Healthcare/Finance — Regulated industry support with audit logging and encryption
  • Nonprofits & NGOs — Cost-effective support platform for mission-driven organizations

Technology Stack

  • Backend: Node.js with TypeScript
  • Frontend: React with modern UI/UX
  • Database: PostgreSQL with Row-Level Security (RLS)
  • Search: OpenSearch for full-text and semantic search
  • AI: Custom vector database and prompt engineering
  • Cache: Redis for session and data caching
  • Email: Twilio/SendGrid integration
  • Messaging: Real-time WebSocket for live chat
  • Cloud: AWS infrastructure with multi-region support
  • Payments: Stripe for subscription billing
  • Deployment: Docker, Kubernetes-ready

Pricing & Plans

Available in tiered pricing to fit organizations of all sizes:

  • Starter — Up to 3 agents, basic automation, email + chat
  • Growth ⭐ — Up to 15 agents, advanced AI, all channels, API access
  • Enterprise — Unlimited agents, custom workflows, dedicated support, SSO

Custom pricing available for high-volume or specialized deployments.

Philosophy

Modern support teams deserve modern tools. SupportLyx removes the operational friction so your team can focus on delivering exceptional customer experiences.

Status

Production-ready platform currently serving enterprise customers. Actively developed with regular feature releases and improvements based on customer feedback.