DeskLine - Helpdesk Support Ticket System

A shared inbox works fine until two people reply to the same email at once, or a customer's follow-up gets buried. DeskLine gives a small support team a real ticket queue, agent assignment, and an internal-notes channel, without the cost or complexity of an enterprise helpdesk platform. Customers submit tickets from a simple contact form - no account, no password - and get a private tracking link by email and on screen to follow up any time, with a one-click "Copy link" button so it's never lost to a mistyped selection.

File attachments are supported on every message: the initial ticket, agent replies, and customer replies (JPEG, PNG, WebP, GIF, or PDF, up to 8MB), so a customer can just send the screenshot instead of describing it - attachments are stored outside the web root and only served through an access-checked script. Replying to a resolved or closed ticket automatically reopens it, so nothing quietly falls through the cracks, and internal notes let your team coordinate on a ticket right alongside the customer-visible thread without the customer seeing them.

Tickets can be assigned to a specific agent and tracked through open, pending, resolved, and closed states. Add as many agent accounts as you need - only admins manage agents and settings, while any agent can handle tickets. An optional support-hours line on the public contact form and a dashboard "Recent activity" feed let the team see what's moving at a glance.

Storage is a self-contained SQLite database, so there's no separate database server to configure - upload the files and a short setup form creates everything, with no Composer, Node, or build step required. Good fit for a small business, agency, or SaaS team handling support without a dedicated tools budget.

Features

- Token-based ticket tracking: customers get a private link by email and on screen, no account or password - File attachments on every message (JPEG, PNG, WebP, GIF, or PDF, up to 8MB), served through an access-checked script outside the web root - Replying to a resolved/closed ticket automatically reopens it - Internal notes for team coordination, hidden from the customer - Agent assignment and status tracking (open, pending, resolved, closed) - Unlimited agent accounts; only admins manage agents and settings - Optional support-hours line on the public contact form and a dashboard "Recent activity" feed - SQLite storage - no MySQL database to create, a short setup form creates everything - No Composer, no Node, no build step for the buyer

Requirements

PHP 8.1 or later with the `pdo_sqlite` extension.

Instructions

1. Upload the contents of `src/` to your web host, or run locally with `php -S localhost:8000 -t src`. 2. Make sure `src/data/` is writable by PHP. The bundled `.htaccess` blocks direct access to the database; on Nginx, which ignores `.htaccess`, add an equivalent rule yourself. 3. Visit the site - you're taken to a one-time setup screen to create your business name and admin login. 4. Point customers at `contact.php` (link it from your own site, or use it as-is) - they submit a ticket with name, email, subject, and message, and get a private tracking link by email and on screen, no account needed. 5. Add agent accounts from the Agents page; any agent can see and reply to tickets, only an admin manages agents and settings. 6. Reply to tickets, assign them to an agent, and track status (open, pending, resolved, closed); replying to a resolved/closed ticket reopens it automatically. 7. Mark any of your team's replies as an internal note to coordinate without the customer seeing it. 8. Attach one file per reply (JPEG, PNG, WebP, GIF, or PDF, up to 8MB) - a failed confirmation email never blocks ticket creation, since the tracking link is always shown on screen too.

demo@andarkconsulting.co.za / DemoAdmin2026!