Cerb review
A flexible shared inbox with ticketing, SLA tracking, automation, portals, and AI agents.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Cerb is a customizable customer-service and workflow platform for support teams that need more than a basic shared inbox. It brings email and social accounts into shared team inboxes, supports ticket conversations with response-time tracking, and adds automated routing, assignment, prioritization, and service-level agreement tracking. Teams can also use dashboards, workspaces, customer-facing community portals, AI agents, and an OAuth2 REST API. Cerb is available as self-hosted software or as a managed cloud service, making it a fit for organizations that want control over deployment and workflow design.
Pricing is divided between a free self-hosted Community option and paid plans. Community includes unlimited workers and seats, three concurrency slots, every platform feature, and no registration or license key. Licensed Self-Hosted costs $40 per seat per month and adds uncapped concurrency slots, six AI agent turns per slot, and direct email support. Cerb Cloud also costs $40 per seat per month and includes managed hosting, automated backups, point-in-time recovery, security patches, monitoring, and three concurrency slots. Cerb Cloud Slots cost $40 per slot per month, with the first three slots included. This structure makes the free tier unusually broad, while paid costs depend on seats and, for cloud deployments, concurrency needs.
Its strongest case is workflow depth: KATA automation, SLA enforcement, customizable dashboards, portals, AI agents with knowledge and action tools, and API access support tailored service operations. Platform coverage includes web, Linux, Windows, macOS, and self-hosted deployment. Integration and authentication options include POP3/IMAP email, OAuth, API keys, bearer tokens, HTTP Basic, AWS, OpenID Connect, SAML, and webhooks. Cerb suits teams that value customization, self-hosting, and advanced ticket workflows. Teams seeking a simpler shared inbox with fewer deployment and capacity decisions may prefer a narrower tool.
Cerb pros and cons
- Where it wins
- Free self-hosted Community tier includes every platform feature
- SLA tracking, routing, assignment, and KATA workflow automation
- Supports portals, AI agents, APIs, and extensive authentication options
- Where it doesn't
- Community is limited to three concurrency slots
- Paid plans start at $40 per seat per month
- Cloud concurrency beyond included capacity costs extra
Cerb fact sheet, pricing and score →
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