Sirportly

What Sirportly does

Sirportly is a cloud-based help desk and customer support ticket system operated by Krystal Hosting Ltd (Krystal Labs), a UK private limited company (registration number 07571790, registered office 124 City Road, London, EC1V 2NX). The platform consolidates inbound customer messages from email, IMAP/POP3, Twitter, and embeddable remote forms into a single agent-facing interface, with internal team chat and assignment/routing to individuals, teams, or departments. Supporting modules include a knowledge base with Markdown editing, a public-facing customer self-service portal ("Support Centres"), SLA configuration and timer tracking, macros and escalation workflows, and configurable filters and reporting with a custom query language.

Name

Sirportly

Legal name

Krystal Hosting Ltd

Website

https://sirportly.com

Company type

Private

Founded year

2005

Operating status

Operating

Short description

Sirportly is a cloud-based help desk SaaS that centralises email, Twitter, and web-form tickets into one agent interface with macros, SLAs, and a REST API, serving hundreds of small businesses and select mid-market customers.

Ownership category

akta.pro rank

Headquarters

HQ city

Poole

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Operations, Marketing or Sales

Revenue model

1. SaaS Subscription: Monthly or annual subscription for help desk software access with tiered packages. Free account option available with limited features. Paid tiers offer expanded functionality and capacity.
2. Add-ons: Additional features and services available as add-ons beyond core subscription tiers.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels5 records

Core offering

Sirportly is a cloud-based customer support ticket system and help desk software that consolidates inbound messages from email, Twitter, remote forms, and self-service portals into a unified agent interface. The product provides ticket management with SLA tracking, automation via macros and checklists, knowledge bases, support centres, full-text search, real-time team collaboration, and a REST API for custom integrations. It is sold via tiered SaaS subscriptions with a free tier and optional paid add-ons, targeting startups, small businesses, and enterprise support teams.

Product overview

Sirportly is a cloud-based customer support ticket system and help desk software platform by Krystal Labs (Krystal Hosting Ltd). The core offering is Sirportly Help Desk, which consolidates customer communications from email, Twitter, and remote forms into a unified interface. Key modules include Support Centres (customer-facing portal), Knowledge Bases (Markdown documentation), Remote Forms (embeddable submission forms), and Twitter Integration for social support management. The platform includes Ticket Management with SLA tracking, Filters for organized ticket views, Checklists for task management, and Macros for workflow automation. Built-in Reporting & Analytics provides predefined and custom reports. The Sirportly API enables programmatic access to all ticket data. Add-ons extend functionality with SMS notifications. The platform is hosted on UK-based servers with GDPR compliance.

Differentiator

Problem solved

Functional benefit

Products and services

• Sirportly Help Desk Cloud-based customer support ticket system and help desk software that consolidates messages from email, Twitter, and remote forms into a single agent interface, with team collaboration, automation workflows, SLA tracking, and reporting capabilities; sold to startups, small businesses, and enterprises via tiered SaaS subscriptions.
• Support Centres Customizable public-facing portal that allows customers to submit and update tickets, read knowledge base articles and news, and download files; used by businesses to provide customer self-service.
• Knowledge Bases Documentation and information storage module within Sirportly using Markdown format, with folder organization, accessible to customers via Support Centres or Public Interfaces; used by businesses to publish help articles.
• Remote Forms Embeddable HTML forms enabling customers to submit tickets directly with pre-configured brand, department, status, priority, SLA, and custom fields; used by businesses to capture support requests from any website.
• Ticket Management Core ticket management system including status, priority, team, department, SLA, contact information, follow-ups, timers, history tracking, and activity log; used by support teams to manage ticket lifecycle.
• Sirportly API REST API providing HTTPS/JSON access to ticket data, contacts, users, knowledge bases, checklists, support centres, and search functionality, with method-level permissions; available at api.sirportly.com for cloud users, targeted at developers building integrations.
• Filters Predefined and custom ticket filter functionality that lets staff view tickets matching specific conditions with configurable columns and sorting options; used by support teams to organize ticket queues.
• Checklists Predefined task lists that can be assigned to tickets for staff to complete on a per-ticket basis, with actions executable upon item completion; used to standardize ticket handling processes.
• SLAs (Service Level Agreements) Service Level Agreement functionality that lets teams define rules for ticket response and resolution time tracking with schedule-based calculations; used by support teams to enforce service commitments.
• Macros Automation system with four macro types (Automatic, Button, Standard, System) for performing predefined actions on tickets including property changes, replies, emails, SMS, HTTP calls, and checklist assignment; used to automate repetitive support workflows.
• Reporting and Analytics Graphical reporting system with predefined reports for response times and ticket volume, a custom query language for building reports, and various chart types for data visualization; used by support managers to monitor performance.
• Sirportly Add-ons Additional paid modules and features available to extend Sirportly functionality, including SMS notifications for macros at 7.35p per message; sold alongside subscriptions.
• Twitter Integration Twitter integration module that enables multiple account management, tweet posting, and automatic creation of tickets from incoming mentions, with configurable routing by brand, department, priority, and user; used by businesses to manage social support via Twitter.

Quantifiable outcome

• Improved response times through unified communication platform
• +1 more outcomes

Named customers2 records

Segments2 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration7 records

Feature16 records

Partnerships

Seven partnerships are on record, tiered core and infrastructure.

• SlackcoreTechnology or IntegrationSlack integration allows communication of ticketing information directly into Slack channels with automatic posting on ticket creation, updates, and ability to post using macros.
• Microsoft TeamscoreTechnology or IntegrationMicrosoft Teams integration enables posting ticketing information directly into Teams channels. Supports macro-based posting and automatic callbacks on ticket creation and updates.
• CodebasecoreTechnology or IntegrationCodebase integration allows converting Sirportly tickets into Codebase tickets with bidirectional sync. Supports copying tickets and automatic update synchronization between platforms.
• KatapultinfrastructureTechnology or IntegrationKatapult provides hosting infrastructure for the Sirportly platform, powering the service with 100% renewable energy.
• StripeinfrastructureTechnology or IntegrationPCI-compliant payment processor for handling credit/debit card transactions. Full payment card details stored by Stripe, not on Sirportly servers.
• SecureTradinginfrastructureTechnology or IntegrationPCI-compliant payment processor for handling credit/debit card transactions alongside Stripe.
• Google AnalyticsinfrastructureTechnology or IntegrationUsed on public websites for visitor tracking with anonymized IP addresses and no personal data sent to Google services.

Scale indicators1 record

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Jira Service Management (Atlassian): ITSM/help desk offering from a much larger suite vendor, frequently displacing independent help desk tools inside technical and developer-led organizations.
• Freshdesk (Freshworks): Multi-product business software vendor whose Freshdesk help desk competes in the same SMB-to-mid-market segment Sirportly targets, with a comparable freemium/PLG funnel and ticketing depth.
• Zendesk: Largest pure-play help desk SaaS with a multi-tier ticketing, automation, and AI-agent suite competing head-on with Sirportly's core offering across SMB and enterprise.
• Intercom: Customer messaging platform with help desk, chat, and Fin AI agent; competes for the same support-software budget with significantly more capital and product breadth.
• Zoho Desk: Help desk product within Zoho's broad business app suite, competing on price-sensitive SMB deals where Sirportly also plays.

Direct peers

• HappyFox: Mid-market help desk SaaS with ticketing, automation, SLA, and knowledge base modules targeting a similar SMB/mid-market buyer as Sirportly.
• Help Scout: SMB-focused shared-inbox and help desk SaaS with email-first support, knowledge base, and PLG acquisition — the closest comparable in scale, pricing posture, and customer segment.
• Kayako: Long-running help desk SaaS at a comparable size and maturity, with multi-channel inbox, SLAs, and customer portal features that overlap almost 1:1 with Sirportly's feature set.

Emerging players

• Front: Shared inbox and help desk collaboration tool with API-first architecture and integrations; a comparable-size, integration-led competitor that overlaps with Sirportly's mid-market positioning.
• Crisp: SMB-focused multi-channel customer messaging and help desk SaaS with chatbot features; a similar-size European-headquartered competitor chasing the same PLG-driven SMB segment.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/sirportly

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Sirportly