Faveo Helpdesk on Ubuntu 24.04 LTS by cloudimg

Overview

Faveo Helpdesk is a self-hosted open source support ticketing and helpdesk system. Turn inbound email and web requests into tickets, route them to departments and agents, enforce SLA plans, reply with canned responses, publish a knowledge base and give customers a self service portal, all from a clean agent and admin console. This image delivers Faveo Helpdesk Community fully installed and configured on Ubuntu 24.04, so a complete helpdesk is running within minutes of launch. The current release available is Faveo Helpdesk Community 2.0.3.

Application Stack

Faveo is a Laravel 9 PHP application running on PHP 8.2 with OPcache and the mysql, mbstring, imap, gd, intl and bcmath extensions, served by nginx with php-fpm over HTTPS. MariaDB provides the database, bound to the loopback interface. A Laravel scheduler runs every minute through a systemd timer to process queued jobs, fetch email and run SLA escalations. The web setup wizard has already been run and locked, so customers land directly on the sign in page, and two sample tickets are seeded so the agent console is not empty.

Secure By Default

On the first boot of your instance a one-shot service generates a fresh MariaDB password, a fresh application key, a fresh per-VM self-signed TLS certificate and a fresh administrator password, unique to that instance, and writes the administrator password to a root only file. No shared or default credentials ship in the image, the database listens only on the loopback interface, and the setup wizard is locked so it cannot be re-run.

Ready To Use

The Faveo application tree and the MariaDB datadir sit on dedicated, independently resizable Azure data disks, separate from the OS disk. Browse to the instance address, sign in to the agent and admin console as the administrator, and start configuring departments, help topics, SLA plans and agents.

Licensing

Faveo Helpdesk Community is licensed under the Open Software License 3.0 (OSL-3.0), an OSI approved open source licence, and the complete upstream source ships on the image. There is no per-seat or per-agent fee. The cloudimg charge covers packaging, security patching, image maintenance and 24/7 expert support. The separate paid Pro and Cloud editions are commercial products and are not included.

cloudimg Support

24/7 technical support by email and chat. Help with Faveo deployment, upgrades, inbound and outbound email and IMAP fetching, SLA and department configuration, the knowledge base, plugins, and database administration.

Use Cases

Customer support and IT service desk for an organisation in its own virtual network for data residency or compliance. Email to ticket inboxes, multi department routing, SLA tracking, a customer self service portal and knowledge base, and a self hosted alternative to SaaS helpdesk products.

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