Helpbridge
A shared inbox and ticketing tool for support teams that hate ticketing tools
Helpbridge is the AppLiaison answer for SMB and lower-mid-market support teams who outgrew a shared Gmail and dislike Zendesk's particular brand of ceremony. It is a shared inbox and ticketing tool with the conversation as the unit of work — not a ticket form a customer must fill in — backed by macros, SLAs, and a real audit trail. It pairs cleanly with Agentdesk for AI deflection on the front and Helm CRM for customer context on the side.
Key features
- Shared inbox over IMAP and Gmail/Outlook API with thread merging
- Macros and canned replies with per-team scoping
- SLA timers with policy per priority, per channel, per customer tier
- Internal-only notes, side-conversations, and @-mentions on every thread
- Customer satisfaction (CSAT) surveys after resolution
- Reporting on response time, resolution time, agent load, topic clusters
- Webhooks and Zapier-style triggers for downstream workflows
- SSO and audit log on Enterprise tiers
Architecture
Built on the Vertical SaaS Stack.
What you get
Helpbridge launches as a multi-tenant SaaS under your brand. Teams complete the email-sync OAuth flow on day one, the first macros are seeded from the imported reply history, and SLAs go live after a calibration week. Agents work the queue; admins watch the dashboards.
Sample customer story (placeholder — illustrative only)
A 22-person D2C cosmetics brand licensed Helpbridge to consolidate Shopify Inbox, a shared Gmail, and a fading Zendesk trial into one tool under their own subdomain. After eight weeks of operation, median first-response time dropped from 6h 40m to 1h 18m — most of the change came from the macro library, not the technology.
What’s NOT included
- AI auto-resolve. Helpbridge handles humans. Pair it with Agentdesk for LLM-powered deflection on the public-facing surface, or with Copilot Helpdesk for AI-assisted agent replies inside the inbox.
- Voice / phone channel. Email, web form, and chat-via-widget are in. Phone integration is a paid customization — we typically wire it to the customer’s existing telephony vendor.
- Knowledge-base authoring. Use Wikistack for the public-facing KB; Helpbridge consumes it via search rather than authoring it.
- NPS / VOC over the full customer base. Helpbridge sends CSAT after resolution; broader NPS / VOC programs are Surveysmith’s job.
Whitelabel surfaces
| Surface | Themeable | Custom domain |
|---|---|---|
| Web app | yes | yes |
| Customer-facing email | yes | yes (sender domain) |
| PDF audit + CSAT reports | yes | yes |
| Slack and Teams app | yes (logo + name) | n/a |
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