Question 1

Is Sellio a ticketing system or a chat tool?

Accepted Answer

Both. Conversations stay conversations until work continues after the reply; then you raise a ticket from the thread with a state, a priority and an owner.

Chat, messaging and email arrive in one shared inbox with assignment, private notes and @mentions.
A ticket is raised from any thread, stays linked to the conversation and the contact, and is worked on the Tickets board.
The customer hears back from the ticket when it is done, on the channel they used.

See how tickets work on the ticketing system page.

Question 2

Does it have SLAs?

Accepted Answer

Not formal SLA policies with breach escalation. It has response-time targets, analytics that measure against them, and ticket priority.

Set a target per metric in Settings, then Analytics: first response, CSAT, time to solve.
Analytics show pass or fail against each target, with drill-through to the conversations behind the number.
Priority on tickets (low, normal, high or urgent) tells the team what to pick up first.

Targets and reports are on the analytics page.

Question 3

Can customers email the help desk?

Accepted Answer

Yes. Forward your support address into Sellio and every email lands in the shared inbox beside chat and messaging.

One forwarding rule in Gmail, Microsoft 365 or your DNS host; the first forwarded email verifies the channel.
Replies go back by email from the same thread, and the customer's next reply lands in the same conversation.
A ticket can be raised from any email when the work continues after the answer.

Details on the email ticketing page.

Question 4

Does the AI agent reply on this channel?

Accepted Answer

Not yet. Today the AI agent answers on website chat only. Messages from WhatsApp, Instagram, Telegram and email land in the shared inbox for your team.

Same inbox, same tools. Those conversations get the same assignment, private notes, tickets and analytics as web chat.
People reply on messaging channels. Your team answers from the inbox and the reply goes back on the channel the customer used.
Website chat gets the agent. On the widget it answers from your imported knowledge and hands over to a person when unsure.

Read how the agent works on the AI agent page.

Question 5

What does it cost?

Accepted Answer

The inbox and the widget are on every plan, messaging and email channels from Mini, and prices are per workspace, not per seat. There is a Free plan for two seats, one channel and one AI agent.

Mini is $45 a month for five seats, three channels and two AI agents, with $5 of AI included.
Essentials is $95 for ten seats, five channels and five AI agents, with $25 of AI included.
Plus is $295 for fifty seats, twenty-five channels and twenty-five AI agents, with $75 of AI included.
Annual billing is 20% off, charged once a year; paid plans start with a 7-day trial and no card.

Compare every limit on the pricing page.

Help desk software for a small business, with chat and messaging built in

What the help desk does

Tickets that start from a conversation

Three kinds of ticket

Every channel in the same inbox

Automations on team actions

AI on website chat

Analytics

Setting up the help desk

Connect the channels

Decide what becomes a ticket

Work the board

Related guides

Help desk questions

A help desk that answers chat and messaging too.