SupportLayer Reviews & Product Details

SupportLayer is a cloud-based help desk software solution that helps customer support teams and IT helpdesks manage ticket queues, track service level agreements (SLAs), and control user access through role-based permissions. Designed for small and mid-sized organisations running B2B customer support or internal IT helpdesk operations, SupportLayer provides a single workspace for ticket management, SLA tracking, agent reporting, and customer communication. The platform supports both external customer-facing support teams and internal IT service desks, with workflows that accommodate requesters, front-line agents, senior support staff, and administrators within the same system. SupportLayer operates on a per-agent pricing model and includes the full feature set on every account, without separating functionality across plan tiers. Tickets can be submitted by customers via email-to-ticket intake or directly through the portal, and agents manage all communication in-thread from a centralised dashboard. Key features of SupportLayer include: - SLA management with pause and resume logic - first-response deadlines are set by urgency level, and the SLA clock pauses automatically when a ticket moves to "on hold" or "with client" status, resuming when the ticket returns to an active state - Role-based access control - four role types (end user, support agent, service manager, administrator) each with distinct permissions for ticket management, escalations, and workspace settings - Embeddable live chat widget - a JavaScript snippet that can be added to any website to allow visitors to start a conversation, with agents responding from the portal - SLA compliance reporting - built-in reporting covering compliance rate, average first response time, ticket volume by day, and agent workload, without requiring a separate analytics tool - Multi-factor authentication enforcement - administrators can set MFA policy at the organisation level, requiring all users to enrol in two-factor authentication before accessing the workspace - Business hours SLA - deadlines can be calculated against configured working hours and timezone, excluding weekends and non-working hours from SLA calculations - REST API and SDK - a documented REST API with PHP SDK allows integration with external tools and custom workflows SupportLayer is hosted and accessed through a web browser, with no self-hosting or installation required. Each organisation operates in a fully isolated workspace with tenant-level data separation. The platform supports multiple organisations per user account, allowing agents or administrators to belong to and switch between several workspaces. Pricing starts with the first agent seat free, with additional seats billed at a flat per-agent rate. Administrators and end users are unlimited and free on all accounts.