Managed service providers and IT support companies juggle a lot at once: support tickets from several business clients, remote sessions, on-site visits, hardware to order and invoices to chase. The right MSP helpdesk software keeps all of that in one place without forcing you into a rigid way of working. Seraph Helpdesk is a UK-built support management system from Oxford, designed by an IT support company for IT support companies. Alongside it, the same team offers Yeti, a web-based helpdesk built specifically around MSP workflows.
MSP helpdesk software from one UK team
Not every IT support business is the same, so it helps to know which system suits you before you start.
Seraph Helpdesk: for IT support companies with mixed customers
Seraph was originally designed for IT support companies managing support cases for both retail shop customers and business clients. It is modular, open source and highly customisable, and it covers far more than tickets: credit control, stock, HR, a business calendar and reporting are all built in. If your company does contract support for businesses but also handles walk-in repairs or home users, Seraph is designed for that mix.
Yeti Helpdesk: for MSP-focused teams
Yeti is a fully web-based helpdesk designed specifically for managed service providers. According to the Yeti Helpdesk System page, it focuses on multi-client management, SLA tracking and reporting, a client portal where customers can raise tickets and follow progress, asset and device tracking, and cloud hosting with automatic backups. There is a live demo you can log in to without installing anything.
What Seraph gives an IT support company
Ticketing that fits real support work
Seraph’s issue tracking lets you log, assign, prioritise and monitor tickets in real time. Jobs can be booked as one of three types:
- Support for remote help, with a severity and type set on each job
- Onsite for visits, with a date attached
- Repair for devices brought in to your workshop
Each job holds notes, labour charges, parts, the assigned technician and the client’s details, so anyone on the team can pick it up and see what has been done.
Client base management
Keep client details, service history and account information together in one portal. In the admin area you can also manage users, user groups, contracts and tasks, which helps when you support several businesses on different agreements.
Credit control built in
Many helpdesks stop at the ticket. Seraph includes credit control, so you can monitor overdue invoices, automate payment reminders and integrate with your accounting system from the same dashboard your engineers use. For a support business, that closes the gap between work done and work billed.
Stock, calendar and HR
- Stock control for hardware, spare parts, consumables and software licences.
- Business calendar to plan support shifts, visits and project deadlines.
- Human resources for staff details, roles, working hours and workload allocation.
Reports your managers will actually use
The statistics module reports on ticket volume, response time, user satisfaction and staff performance, so you can see where the work is going and who needs support.
Internal chat and mobile access
Engineers can message each other privately, publicly or in groups inside Seraph, rather than in a separate chat tool. An Android app lets them manage cases on the road, and the site says iOS and Windows versions are coming soon.
Connect it to the rest of your stack
Seraph’s REST API lets you integrate with your CRM, ERP or website, automate workflows and sync data across platforms. Because it is open source, you can also adapt modules and workflows rather than waiting for a vendor roadmap. See the full list on the features page.
Why choose UK IT helpdesk software?
If you are looking for IT helpdesk software in the UK, it is worth thinking about more than the feature list.
- Time zones. Seraph is supported by a UK-based team, so help is available in your working day.
- Your data, your choice. You can host Seraph on your own servers or use Seraph’s hosting. Running it yourself keeps client data on infrastructure you control.
- Pricing in pounds. Plans are priced per month in sterling, rather than per agent in another currency.
- Built by practitioners. Seraph comes from Computer Assistance, an independent IT support company in Oxford that supports home and business customers.
Hosting, customisation and support
If you would rather not run the server yourself, Seraph’s hosting and support service covers hosting, daily data backups, monitoring and maintenance. The team can also customise workflows and modules, help with CRM integration and build bespoke modules where you need them.
Weighing up whether to host it yourself? Our article on self-hosted vs cloud helpdesk software sets out the pros and cons for a small IT support business.
Plans and pricing
From the Seraph pricing page:
- Basic, £0 a month: Seraph software to run on your own infrastructure.
- Standard, £50 a month: software, hosting and data backups.
- Premium, £299 a month: software, hosting, backups, full support and software customisation.
The pricing page also includes a comparison of Seraph’s modules against other well-known helpdesk platforms.
Getting started
- Decide whether Seraph or Yeti suits your business better. If you are mainly an MSP, start with the Yeti demo. If you have a mix of business and retail customers, try Seraph.
- Download Seraph as a VirtualBox image (a Docker image is also on the download page).
- Follow the installation guide to import it, configure networking and log in.
- Add your users, groups and contracts in Admin, then book your first support job.
Frequently asked questions
Is Seraph or Yeti better for an MSP?
Yeti is designed specifically for MSPs, with multi-client management, SLA tracking and a client portal. Seraph suits IT support companies that serve a mix of business clients and retail or home customers, and that want modules like credit control, stock and HR built in.
Can Seraph integrate with our CRM or accounting system?
Seraph has a REST API for connecting to CRM, ERP and website systems, and its credit control module is designed to integrate with your accounting system. The team can also help with custom integrations on the Premium plan.
Where is my data stored?
That depends on how you run it. On the free Basic plan you host Seraph on your own infrastructure. On Standard and Premium, Seraph hosts it for you with data backups included.
Is Seraph priced per agent?
The pricing page lists flat monthly plans: £0, £50 and £299 a month. Contact the team if you have questions about what fits your size of business.
Talk to a UK helpdesk team
Whether you want to self-host Seraph as your MSP helpdesk software, have it hosted for you, or try Yeti for MSP work, the team in Oxford can help you choose. Compare the plans, download Seraph for free, or get in touch on 01865 451 177.