Issuebear

Issuebear is a self-hosted support ticketing system for SaaS businesses. It is described as help desk software for business support, with an emphasis on keeping client data in the user’s own environment and helping teams answer support requests, measure client happiness, and manage service level agreements through a simple interface.

Its feature set includes client management, ticket management, automation, reporting, service levels, and customization. Clients can log in to see their requests and reply to them, including replies on behalf of colleagues. Tickets can be prioritized by client impact and urgency, given a score called Helium based on client and ticket age, and assigned to agents, teams, or customers with round-robin handling for new tickets. The page also mentions internal and client-facing statuses with color coding, routing rules, collision detection, custom queues, related tickets, private notes, attachments, client notes, contact details, user tags, multi-factor authentication, announcements, markdown entry, canned responses, automations, a reporting suite, schedules, and dark mode.

Issuebear also supports GitHub webhooks, with internal ticket statuses updating automatically as pull requests are created or merged while remaining hidden from customers. AI helpers can be connected through ChatGPT or Claude using the user’s own API keys to generate ticket summaries and automatically tag incoming tickets. It is presented as a tool for B2B support and explicitly says it does not do B2C. The site also states that it is hosted in the user’s own environment and invites visitors to sign up for a newsletter to learn when it launches.