Your workspace, locked down
Your tickets, settings, and team live in one private space. People see only what their role allows—so agents, managers, and customers are not looking at the same screen by accident.
Customer support, one layer
Turn scattered requests into a queue your team can trust.
SupportLayer is helpdesk software for teams that need clear ownership, SLAs, and permissions—not another shared mailbox nobody wants to open.
Free to try · Bring your own team · No credit card for signup
Everything in one place—without everyone seeing everything
Built for B2B and internal support: one place for your tickets and SLAs, roles that match how your team actually works, and workflows that pause fairly when you are waiting on a customer.
Roles that map to real teams
End users, agents, service managers, and administrators—with granular permissions for tickets, escalations, and admin settings.
SLAs that pause when it is fair
First-response deadlines driven by urgency. Clock stops in “on hold” and “with client” states so metrics reflect reality, not blame.
MFA when your policy says so
Add an extra step at sign-in when you need it. You can require multi-factor authentication for everyone, or let individuals opt in for stronger protection.
Escalations with an audit trail
Agents escalate to managers with preserved assignee history—so nothing “mysteriously” lands on someone’s desk.
Attachments done right
Attachments are not left sitting on a public link. Only people who should open a file can get to it.
From signup to first resolved ticket
No consultants required. You are minutes away from a working queue.
Create your workspace
Register once. You get sensible defaults—groups, ticket statuses, priorities, and categories—so you are not staring at a blank setup.
Invite the right people
Bring in teammates and give each person a role that fits their job: people who submit requests, people who resolve them, and managers who need the wider view.
Work the queue
Capture intake, reply in-thread, attach evidence, change status with SLA rules applied automatically behind the scenes.
Simple pricing
Start on Free and grow when you are ready. Paid tiers will tie to billing when that ships—the limits below already match what the product allows today.
Free
$0
1 Support Agent or Service Manager seat · Administrators and end users do not count toward this limit.
- Full portal: tickets, SLAs, MFA, attachments
- Dedicated workspace for your team
Team
$5/mo
Up to 5 agent seats (Support Agent or Service Manager).
- Everything in Free
- More agents for a growing queue
Business
$5/mo + $3/agent beyond 5
Unlimited agent seats in the app. Billing: $5 base plus $3 per agent over five.
- Same features as Team
- Scale past five queue-facing roles
Security and control
Keep customer and internal conversations in a workspace that respects boundaries—without turning your team into part-time security engineers.
- Permissions are built around who people are on your team, so they only see what their role should.
- Strong sign-in options, including optional multi-factor authentication when your policy requires it.
- Team members choose which email updates they want—new tickets, replies, status changes, and closures.
- Send mail through your own provider so delivery stays under your control.
Questions we hear early
Straight answers. If you need something we have not shipped yet, you will know.
Is SupportLayer only for external customer support?
No. It works well for IT, operations, or any team that tracks requests with ownership and SLAs—the same workflow fits internal and external requesters alike.
Can one person belong to multiple organizations?
Yes. Users have one account and can belong to several organizations. After sign-in, they choose which organization to work in for that session.
What happens to SLAs when we are waiting on the requester?
Statuses such as “on hold” and “with client” pause the first-response SLA clock. When you move back to an active state, the due time is extended by the pause duration.
Do you host my data?
Yes. SupportLayer is a hosted service—we run the application and store your workspace data in our environment, with isolation between customers. Your team uses the product in the browser; you do not install or operate the servers yourself.
Is there a public API?
Today everything runs through the web app you sign into—tickets, replies, and settings. If you need integrations (e.g. with other tools), tell us what you have in mind; a proper API is on the roadmap for when there is clear demand.
Ready to give your team a real queue?
Create a workspace, invite a colleague, and open your first ticket today.