Plenty of helpdesk tools are only available as a monthly subscription on someone else’s servers. That suits some teams, but many IT support businesses want something different: software they can run themselves, adapt to their own processes and keep under their own control. Seraph Helpdesk is open source helpdesk software from Oxford that you can download for free and run as a self-hosted ticketing system, with the option of paid hosting if you change your mind later.
What “open source and self-hosted” means with Seraph
Open source
Seraph is described as fully open source, so you can modify workflows, adjust modules and integrate with third-party systems. Rather than being locked into a fixed feature set, you can shape the system around the way your team works. Seraph is also modular: start with the core modules and extend it with optional add-ons and open-source libraries as your business grows.
Self-hosted
Self-hosting means Seraph runs on infrastructure you control, whether that is a server in your office or a machine in your own data centre. Your tickets, customer records and notes stay on your hardware. Seraph’s free Basic plan is designed for exactly this: teams who want to run it on their own infrastructure.
Or hosted, if you prefer
If you later decide you do not want to manage a server, Seraph offers managed hosting with data backups. You are not forced to choose one model forever.
Fast to set up: a ready-made virtual machine
The usual objection to self-hosted software is the installation. Setting up a web server, database and application by hand takes time and know-how. Seraph sidesteps most of that by shipping as a VirtualBox image, so the operating system and application come pre-configured.
The Seraph documentation covers the whole process. In short:
- Install virtualisation software such as Oracle VM VirtualBox or VMware Workstation.
- Download the Seraph virtual machine and extract it.
- In VirtualBox, use File, then Import Appliance, and choose the Seraph .ova file.
- Start the virtual machine. It uses DHCP by default, and the guide shows how to switch to a static IP if you want a fixed address.
- Browse to the machine’s IP address and log in to the Seraph dashboard.
The download page also offers a Docker image if you prefer containers. Whichever you use, change the default passwords from the documentation as soon as you log in for the first time.
Open source helpdesk software that does more than tickets
Many open-source ticketing tools focus on the ticket and leave everything else to other systems. Seraph was built as a complete support management system for IT support businesses, so it includes:
- Issue tracking: log, assign, prioritise and monitor tickets in real time.
- Bookings: repair, remote support and on-site jobs, each with notes, labour and parts.
- Client base management: customer details, service history and communications.
- Credit control: overdue invoice monitoring, automated reminders and accounting integration.
- Stock control: devices, spare parts, consumables and licences.
- Business calendar: shifts, visits and deadlines.
- Human resources: staff details, roles, hours and workloads.
- Statistics and reports: ticket volume, response time, satisfaction and staff performance.
- Internal chat: private, public and group messaging for your team.
- REST API: connect Seraph to your CRM, ERP or website.
- Android app: with iOS and Windows versions listed as coming soon.
See the details on the features page.
Is self-hosting right for you?
Self-hosting is a good fit if:
- you want customer data to stay on infrastructure you control
- you have someone comfortable looking after a Linux virtual machine, its updates and its backups
- you want to customise the code or integrate it closely with your own systems
- you would rather not pay a monthly fee while you evaluate it
It is less of a fit if nobody on the team has time to manage the server. In that case Seraph’s hosted plans take care of hosting and backups for you. We cover this decision in more depth in self-hosted vs cloud helpdesk: what’s right for a small IT support business?
Looking after a self-hosted helpdesk
If you do run it yourself, a little routine goes a long way:
- take regular backups of the virtual machine or its database, and keep a copy off the server
- keep the operating system patched
- restrict access to the server to the people and networks that need it
- give it a static IP or a DNS name so staff can always find it
How Seraph compares
There are other well-known open-source helpdesks, such as osTicket and GLPI. Each has strengths, and the right choice depends on your business. If you run a repair shop or a mixed IT support business, read our fair comparison of Seraph vs osTicket vs GLPI.
Plans
From the pricing page:
- Basic, £0 a month: the Seraph software, self-hosted on your own infrastructure.
- Standard, £50 a month: software plus hosting and data backups.
- Premium, £299 a month: adds full support and software customisation.
Need help with a self-hosted install, an integration or a custom module? The hosting and support page explains what the team can do.
Frequently asked questions
Is Seraph really free?
The Basic plan is £0 a month and gives you the Seraph software to run on your own infrastructure. Hosting, backups, full support and customisation are part of the paid plans.
What do I need to run Seraph myself?
A computer or server that can run virtualisation software such as VirtualBox or VMware Workstation, and a network your staff can reach it on. A Docker image is also available.
Can I customise Seraph?
Yes. Seraph is open source and modular, so you can adjust workflows and modules and integrate it with other systems using the REST API. The Premium plan includes customisation by the Seraph team.
Can I move from self-hosted to hosted later?
Seraph offers both self-hosted and managed hosting options. Contact the team to talk through moving an existing install onto a hosted plan.
Download Seraph and try it today
The best way to judge open source helpdesk software is to run it. Download Seraph Helpdesk for free, follow the setup guide, and book your first job in the same afternoon.