# TehProf Support

> Helpdesk platform for IT companies. Multi-CRM, multi-channel, multi-language.

## About

TehProf Support is a SaaS helpdesk platform designed for IT companies, system integrators, and managed service providers. It works as a standalone app or integrates directly into Bitrix24, amoCRM (coming soon), and other CRMs via a plugin architecture.

- Website: https://support.tehprof.kz
- Landing: https://support.tehprof.kz/landing.html
- Bitrix24 Marketplace: https://www.bitrix24.kz/apps/app/tehprof.support/
- Languages: Russian, Kazakh, English
- Country: Kazakhstan (serves CIS and international)

## Key Features

### Ticket Management
- Full ticket lifecycle: new → estimated → in_progress → done → closed (+ on_hold, reopened)
- Time tracking and hourly billing per client
- SLA engine with response/resolution time tracking
- Custom categories, priorities, tags per tenant
- Kanban board and list view with sorting/filtering
- Bulk operations, ticket merge, related tickets
- Estimate approval flow (client confirms work scope and cost)

### Multi-Channel Support (6 channels)
- WhatsApp (via Evolution API) — smart routing, auto-reply, delivery status
- Telegram Bot — inline keyboards, commands, media support
- Telegram Chat — personal account via MadelineProto (TelegramApiServer)
- MAX Messenger — Bot API integration
- Email — inbound/outbound with attachments, reply threading, auto-reply
- Embeddable website widget (form + chat modes)

### Screen Share & VoIP
- WebRTC screen sharing directly from ticket chat
- Remote pointer on client's screen
- VoIP audio/video calls (WebRTC P2P)
- Screen share during calls
- Multi-viewer support

### AI Features
- Conversational ticket creation from chat (WhatsApp/Telegram)
- AI classification via GPT-4o-mini (subject, category, priority)
- Three modes: form / conversational / ai_smart
- Configurable system prompt per tenant

### Multi-Tenancy (SaaS)
- Each IT company (tenant) gets isolated data
- 4 roles: admin > supervisor > operator > employee
- Operator groups with category-based routing
- Per-tenant branding (white-label: logo, colors, domain)
- Tenant registration: email, Google OAuth, Bitrix24 auto-login

### Automation
- Trigger engine: event + conditions → actions (assign, notify, tag, status change)
- Outgoing webhooks (HMAC-signed)
- Incoming webhooks (create tickets from external systems)
- Scheduled tasks (daily/weekly reports, reminders)
- Auto-replies by category
- Ticket reminders with multi-channel delivery

### Analytics & Reporting
- 6 analytics sections: Overview KPI, Operators, Clients, Channels, Trends, Export
- Client dashboard with tariff usage
- CSV export, PDF reports (coming soon)
- CSAT ratings and feedback

### Security
- 2FA (TOTP / Google Authenticator) for operators
- IP whitelisting per tenant
- Vault (HashiCorp) for secrets management
- HMAC-signed file download URLs
- Argon2ID password hashing
- Per-tenant admin credentials
- Audit logging with retention by plan

### CRM Integration (Plugin Architecture)
- IntegrationManager with capability-based dispatch
- Bitrix24 Adapter: tasks, notifications, telephony, user directory, CRM placements
- Standalone Adapter: in-app + email notifications (no CRM needed)
- amoCRM Adapter: planned
- HubSpot Adapter: planned

## Pricing

All prices in KZT (Kazakhstani Tenge). ~500 KZT = $1 USD.

| Plan | Price/month | Operators | Tickets/month | Storage |
|------|------------|-----------|---------------|---------|
| Free | 0 | 2 | 50 | 250 MB |
| Starter | 9,900 KZT (~$20) | 3 | 150 | 1 GB |
| Pro | 29,900 KZT (~$60) | 7 | 500 | 3 GB |
| Business | 79,900 KZT (~$160) | 20 | Unlimited | 10 GB |
| Enterprise | Custom | Unlimited | Unlimited | 50 GB |

### Add-ons
- WhatsApp channel: 12,000 KZT/month per number
- Telegram Chat (personal account): 12,000 KZT/month per account
- Telegram Bot, Email, Widget: included in plan

## Comparison with Competitors

| Feature | TehProf Support | Admin24 | Usedesk | Freshdesk | Zendesk |
|---------|----------------|---------|---------|-----------|---------|
| Bitrix24 integration | Yes (native) | Yes | No | No | No |
| WhatsApp | Yes | No | Yes | From $29/agent | From $55/agent |
| Telegram | Yes (Bot + Chat) | No | Yes | From $29/agent | From $55/agent |
| Screen Share | Yes (WebRTC) | No | No | No | No |
| VoIP Calls | Yes (WebRTC) | No | No | Add-on | Add-on |
| Time tracking | Yes (built-in) | No | No | No | No |
| Multi-CRM | Yes (plugin arch) | Bitrix24 only | No | No | No |
| Kazakh language | Yes | No | No | No | No |
| White-label | Yes | No | Partial | No | Enterprise only |
| Price (5 agents) | ~$60/mo | ~$30/mo | ~$100/mo | ~$75/mo | ~$275/mo |

## Target Audience

1. **IT companies on Bitrix24** — system integrators, 1C franchisees, web studios (~2,000 in Kazakhstan)
2. **Managed service providers** — IT outsourcing, support companies (~500 in Kazakhstan)
3. **SaaS developers** — startups needing customer support widget + API (~5,000 in CIS)
4. **Competitor users** — migrating from Admin24, Usedesk, Jivo for more features at lower cost

## Technical Stack

- Backend: PHP 8.3 (FPM-Alpine) + SQLite (WAL mode)
- Frontend: Vanilla JS (SPA, no framework)
- Container: Docker (support-app + support-vault + support-telegram-api)
- Proxy: Nginx with SSL (Let's Encrypt)
- Secrets: HashiCorp Vault
- i18n: 2,100+ keys × 3 languages (RU/KK/EN)
- Code: ~71,400 lines (PHP 27K, JS 32K, CSS 5K, HTML 5K)
- Database: 63 SQLite tables
- 237+ features implemented

## MCP Integration (AI-Powered Management)

TehProf Support provides a **Model Context Protocol (MCP) server** that lets any AI assistant (Claude, GPT, Gemini, custom agents) manage the support system.

- **MCP Endpoint**: https://support.tehprof.kz/mcp
- **Server Card**: https://support.tehprof.kz/.well-known/mcp.json
- **Transport**: Streamable HTTP (MCP spec 2025-03-26)
- **Authentication**: Bearer API key (from admin panel → Settings → API Keys)
- **Anonymous access**: Free-tier tools available without API key

### Free tier tools (no API key needed):
- `knowledge_search/read/list` — Browse knowledge base articles
- `onboarding_guide/features` — Setup guides, feature comparison
- `demo_create_ticket/view/workflow` — Try the system with demo tickets
- `pricing_plans/calculate` — Plans, pricing, personalized recommendations
- `system_health/info/tenant_info` — Platform status, capabilities
- `settings_get/update/operators` — View and configure available settings

### Paid tier tools (API key required):
- **Starter+**: `tickets_list/get`, `analytics_dashboard`, `channels_list/status`
- **Pro+**: `tickets_create/reply/update`, `analytics_sla/operators`, `automation_rules_*`, `webhooks_list`
- **Business+**: `bitrix_contacts/deals/tasks/users`, `channels_configure`

AI can manage your entire support workflow: create tickets, reply to customers, view analytics, configure automation, and integrate with Bitrix24 CRM — all through natural language via MCP.

## API

REST API available for:
- Ticket CRUD (create, list, update, close)
- Messages (send, list, with file attachments)
- Clients and contacts management
- Webhooks (incoming and outgoing)
- Widget embedding (form + chat)
- MCP integration (see above)

Authentication: OAuth (Bitrix24), API Key (widgets/webhooks/MCP), Tenant Token (standalone)

## Partner Program

- NFR detection for Bitrix24 partners (automatic)
- 60-day free Business plan for marketplace review
- Referral model: 15% lifetime commission
- Reseller model: 30% margin (wholesale pricing at 70%)
- Partner dashboard with analytics, referral links, balance

## Documentation

- https://support.tehprof.kz/help-site.html?article=setup-whatsapp — How to connect WhatsApp channel via Evolution API
- https://support.tehprof.kz/help-site.html?article=setup-telegram — How to connect Telegram Bot channel
- https://support.tehprof.kz/help-site.html?article=setup-widget — How to embed the support widget on your website
- https://support.tehprof.kz/help-site.html?article=setup-bitrix24 — How to install and configure Bitrix24 integration
- https://support.tehprof.kz/help-site.html?article=quickstart-admin — Getting started guide for administrators
- https://support.tehprof.kz/help-site.html?article=quickstart-client — Getting started guide for clients
- https://support.tehprof.kz/help-site.html?article=tickets-create — How to create and submit support tickets
- https://support.tehprof.kz/help-site.html?article=tickets-detail — Ticket detail view: messages, files, status, SLA
- https://support.tehprof.kz/help-site.html?article=analytics-overview — Analytics dashboard: KPIs, charts, export
- https://support.tehprof.kz/help-site.html?article=channels-whatsapp — WhatsApp channel: routing, auto-reply, delivery status
- https://support.tehprof.kz/help-site.html?article=channels-telegram — Telegram channel: bots, inline keyboards, media
- https://support.tehprof.kz/help-site.html?article=tariffs — Pricing plans and feature comparison
- https://support.tehprof.kz/help-site.html?article=sla — SLA engine: response and resolution time tracking
- https://support.tehprof.kz/help-site.html?article=screen-share — WebRTC screen sharing and remote pointer
- https://support.tehprof.kz/help-site.html?article=automation-triggers — Automation triggers: events, conditions, actions

## Comparison Pages

- vs Admin24: https://support.tehprof.kz/vs-admin24.html
- vs Usedesk: https://support.tehprof.kz/vs-usedesk.html
- vs Freshdesk: https://support.tehprof.kz/vs-freshdesk.html
- vs Jivo: https://support.tehprof.kz/vs-jivo.html
- vs HappyDesk: https://support.tehprof.kz/vs-happydesk.html
- vs Omnidesk: https://support.tehprof.kz/vs-omnidesk.html

## Contact

- Website: https://support.tehprof.kz
- Company: TehProf (Almaty, Kazakhstan)
- Bitrix24: https://www.bitrix24.kz/apps/app/tehprof.support/

## Live Stats (auto-updated)
- Tenants: 5
- Total tickets processed: 104
- Messages exchanged: 885
- Active operators: 5
- Communication channels: 6
- MCP server: operational (5 tiers)
- Last updated: 2026-03-21