Live dashboard
See open tickets, breached SLAs, unassigned work, and daily resolutions at a glance. No digging required.
Helpdesk software for growing teams
Stop losing track.
Start owning your queue.
SupportLayer gives your team clear ownership, fair SLAs, and the right roles for everyone — from a one-person support function to a 50-agent operation.
No credit card required. Live in under two minutes.
Features
Everything your team needs.
Nothing they don't.
Every feature is included on every plan. No upgrades, no add-ons, no surprises.
Fair SLAs
The clock stops when you're waiting on the client. Your metrics reflect actual effort, not calendar time.
Role-based access
End users, agents, managers, admins — each sees exactly what they need. No over-sharing, no confusion.
Email-to-ticket
Forward your inbox — every email becomes a ticket. Replies thread automatically back to the sender.
Live chat widget
Drop a single script tag on your site. Customers start conversations; agents reply from the portal.
Reply templates
Pre-written responses for common questions. One click to insert, then personalise and send.
SLA reporting
Compliance rate, first response time, ticket volume, agent workload — all without add-ons or exports.
Built-in security
MFA enforcement per org, role-scoped permissions, email verification, and secure attachment storage.
White-label branding
Upload your logo and colours. Your customers see your workspace — not a generic tool.
ProjectLayer sync
Convert support tickets to backlog items with one click. Bridge the gap between support and engineering.
Bulk actions
Filter, select, close, or reassign multiple tickets at once. Smart filters cut through noise in seconds.
Agent notifications
Assignments, replies, SLA warnings — agents stay in the loop without refreshing the dashboard.
How it works
From signup to first resolved ticket
1
Create your workspace
Sign up and get sensible defaults — statuses, priorities, categories, and role groups ready to go.
2
Invite your team
Add agents, managers, and customers. Each gets the right role and an invite email automatically.
3
Work the queue
Capture intake, reply in-thread, attach evidence, and manage SLA clocks. All from one place.
“No consultants. No migration project. You can be live before lunch.”
Pricing
No tiers. No feature gates.
One price.
Every account gets every feature. Pay only for agent seats.
Everything included
$12
per agent / month
Your first agent is always free
Tickets, SLAs & attachments
Dashboard & reporting
Reply templates
Custom branding
Role-based permissions
MFA enforcement
REST API access
Live chat widget
Email-to-ticket channel
Agent notifications
ProjectLayer integration
Scale to 500+ agents
Start for free
Administrators and end users are unlimited and free on every account.
Compare
All the features. None of the tiers.
See what others charge extra for.
| SupportLayer from $12/agent |
Freshdesk Pro $55/agent/mo annual |
Zendesk Suite + Copilot Pro £125/agent/mo annual |
Help Scout Standard $25/user/mo annual |
|
|---|---|---|---|---|
| SLA Management | ||||
| SLA policies | ✓ | Pro and above | Suite Growth and above | Standard and above |
| SLA clock pauses | ✓ | Per-status configurable | Suite Growth and above | — |
| Access & Security | ||||
| Custom user permissions | ✓ | Available (tier not publicly documented) | Suite Enterprise | Plus and above |
| Productivity | ||||
| Reply templates | ✓ | ✓ | ✓ | ✓ |
| Live chat widget | ✓ | Sold separately as Freshchat / Omni | ✓ | ✓ |
| Email-to-ticket | ✓ | ✓ | ✓ | ✓ |
| Bulk actions | ✓ | ✓ | ✓ | ✓ |
| Setup & Scale | ||||
| Free plan available | ✓ (first agent always free) | Time-limited (2 agents, 6 months) | — | ✓ (5 users, 1 inbox) |
| REST API | ✓ | ✓ | ✓ | Paid plans only |
Competitor pricing and plan availability cited from each vendor’s own pricing or Help Centre pages, captured May 2026 — Freshdesk (freshworks.com/freshdesk/pricing), Zendesk (zendesk.co.uk/pricing), Help Scout (helpscout.com/pricing). Row-level sources are listed on the corresponding comparison pages.
Security
Security and control, built in
Customer conversations stay in a workspace that respects boundaries — without turning your team into part-time security engineers.
MFA enforcement
Enforce multi-factor authentication per organisation. No exceptions, no opt-outs.
Scoped permissions
Four distinct roles with granular access. Users see only what their role allows.
Email verification
Every account is verified before access is granted. No anonymous or unconfirmed users.
Secure file storage
Attachments stored securely with access controls. No public URLs, no leakage.
Audit trails
Full history of who did what and when. Accountability without micromanagement.
Tenant isolation
Each organisation's data is fully isolated. No cross-tenant access, ever.
FAQ
Questions? Answered.
Support Agents and Service Managers count toward your seat limit. Administrators and end users are unlimited and free on every account.
Not at all. Many teams use SupportLayer for internal IT helpdesks, operations support, and facilities management. If you have a queue of requests and need to track SLAs, it fits.
The SLA clock starts when a ticket is created and counts against your response and resolution targets. When you move a ticket to “on hold” or “with client” status, the clock pauses automatically. It resumes when the ticket returns to an active status. Your metrics reflect actual effort, not time spent waiting.
Yes. Administrators can enforce MFA at the organisation level. Once enabled, all users in that organisation must set up multi-factor authentication before they can access the workspace.
Yes. Every feature is available on every account, including the free first agent. There are no feature gates at any level.
Absolutely. Set up email forwarding and every incoming email becomes a ticket automatically. Replies from agents thread back to the original sender's inbox.
Yes. SupportLayer includes a full REST API on every plan. Use it to integrate with your existing tools, build custom workflows, or pull data into your own dashboards. See the API documentation for details.
Add agent seats anytime from your account settings. Billing adjusts automatically on a pro-rata basis. No sales call required. SupportLayer scales to 500+ agents.
Ready to give your team
a real queue?
Create a workspace in under two minutes. No credit card, no consultants.