Frequently Asked Questions

KOSTRACK (Keys On Sync) is a simple yet powerful cloud-based help desk system designed specifically for small to medium-sized businesses. It helps you:

• Organize all customer support requests in one centralized dashboard
• Track tickets from creation to resolution with complete activity logs
• Collaborate with your team through assignments and internal notes
• Respond faster with AI-powered reply suggestions using advanced language models
• Convert emails to tickets automatically via IMAP integration
• Manage clients and billing all in one place

You can be up and running in under 5 minutes! Here's the simple process:

1. Sign Up - Create your free account with just your organization name, email, username, and password
2. Choose Your Plan - Select from our flexible pricing plans (free trial available)
3. Configure Settings - Set up your timezone, departments, and email (optional but recommended)
4. Start Creating Tickets - Begin managing your support requests immediately

No credit card required for the trial period. No complicated setup. No technical knowledge needed.

Absolutely not! KOSTRACK is designed with simplicity in mind:

• ✅ Intuitive Interface - Clean, modern design that anyone can navigate
• ✅ No Training Required - Start using it immediately without tutorials
• ✅ Built-in Guidance - Helpful tooltips and clear labels throughout
• ✅ Automatic Updates - We handle all technical maintenance
• ✅ Responsive Support - Our team is here if you need help

If you can use email, you can use KOSTRACK. It's that simple.

KOSTRACK stands out in several key ways:

Every KOSTRACK account includes these powerful features:

📊 Dashboard & Analytics

• Real-time ticket statistics and metrics
• Monthly ticket counter with plan limit tracking
• Recent tickets overview for quick access
• Color-coded status indicators (open, in-progress, closed)

🎫 Complete Ticket Management

• Unlimited ticket history and archive
• Advanced filtering by status, priority, and department
• Unique ticket numbers for easy reference
• File attachments with multiple format support
• Ticket merging for duplicate requests
• Complete activity logs showing all changes
• Private internal notes for team collaboration
• Read/unread status tracking

👥 Client Management

• Comprehensive client database
• Quick client assignment to tickets
• Private notes per client
• Client search and filtering

💳 Billing Integration

• Per-ticket billing amounts and summaries
• Monthly billing reports
• Export and print billing statements
• Flexible billing to client or custom name

🏢 Department Organization

• Create unlimited departments (Sales, Support, Billing, etc.)
• Department-specific email addresses for auto-routing
• Assign tickets to departments for better organization

Yes! KOSTRACK is built for team collaboration.

• Multiple Admin Users - Add team members based on your plan (5-50+ users)
• Role-Based Access - Assign Admin or Agent roles with different permissions
• Ticket Assignment - Assign specific tickets to team members
• Activity Tracking - See who did what and when
• Collaborative Notes - Share internal notes with your team
• Email Notifications - Team members get alerts for relevant updates
• Client Alert Notes - Add important warnings about clients that all team members can see

Client Alert Notes let you flag important information about specific clients that your entire team needs to see.

Use cases:

• ⚠️ Clients with past due accounts
• ⚠️ VIP customers requiring special handling
• ⚠️ Clients with specific requirements or restrictions
• ⚠️ Important account notes or warnings

How they work:

• Add Alerts - Edit client profile and add text in the "Alert Private Notes" field
• Visual Indicators - Warning icon (⚠️) appears before client name in ticket lists
• Easy Access - Click "SEE CLIENT ALERT NOTES" in ticket details to view the alert
• Team-Wide - All team members see the alerts automatically

Yes! Create unlimited preset replies for faster responses.

Preset replies (also called canned responses) help you:

• Save Time - Stop typing the same responses repeatedly
• Ensure Consistency - Give uniform answers to common questions
• Maintain Quality - Pre-approved, professional responses every time
• AI Enhancement - Use AI to rewrite preset replies with context from the ticket

How it works: Create preset replies with titles and content. When responding to tickets, select a preset and optionally use AI to customize it based on the ticket's specific situation.

Absolutely! You have complete control over your data.

• One-Click Backup - Download all your data instantly
• JSON Format - Standard, portable format you can use anywhere
• Complete Export - Includes tickets, clients, departments, users, and all replies
• No Lock-In - Your data is yours, take it anywhere anytime

We recommend downloading backups regularly for your records and peace of mind.

Client Alert Notes are a powerful feature for flagging important client information.

How they work:

• 📝 Special Notes Field - Separate from regular private notes for critical alerts
• ⚠️ Visual Warnings - Alert icon appears next to client name in all ticket lists
• 🎯 Prominent Display - Large, highlighted alert box shows at top of ticket details page
• 🔒 Admin-Only - Only visible to your team, never shown to clients

Common use cases:

• Payment issues or overdue accounts
• Special handling requirements
• Communication preferences or sensitivities
• Legal holds or compliance notes
• VIP or priority client indicators

KOSTRACK integrates with Groq's advanced AI models to provide intelligent reply suggestions:

🎯 Context-Aware Responses

The AI analyzes the entire ticket context including:

• Ticket subject and description
• Priority level and status
• Previous replies and conversation history
• Client information (if available)

✨ Smart Reply Generation

Click "Generate AI Reply" and get:

• Professional, contextual responses in seconds
• Preview before sending - edit and customize as needed
• Tone matching - responses match your brand voice
• Multiple model options - choose speed vs accuracy

📝 Preset Reply Enhancement

Use AI to rewrite your preset replies with ticket-specific context for personalized responses at scale.

KOSTRACK supports multiple Groq AI models for different needs:

Setup is simple: Just add your Groq API key in settings (free tier available at groq.com) and choose your preferred model.

No, AI is completely optional!

• ✅ Your Choice - Enable or disable AI anytime from settings
• ✅ Full Functionality - All features work perfectly without AI
• ✅ No Extra Cost - AI uses your own Groq API key (free tier available)
• ✅ Traditional Workflow - Write responses manually if you prefer

KOSTRACK is powerful with or without AI. The choice is yours.

The AI FAQ Assistant helps you get instant answers about KOSTRACK features and functionality.

How it works:

• 📚 Knowledge Base - AI has access to the complete FAQ and documentation
• 💬 Natural Language - Ask questions in plain English
• ⚡ Instant Answers - Get responses in seconds
• 🎯 Accurate Information - Answers based on official documentation

Where to find it: Navigate to System Support in your admin dashboard to access the AI FAQ Assistant.

Example questions:

• "How do I set up email integration?"
• "What AI models are available?"
• "How do I configure departments?"
• "Can I export my data?"

Creating tickets is simple and flexible:

Method 1: Manual Creation

1. Click "Create Ticket" button in your dashboard
2. Fill in subject, description, and priority
3. Optionally assign to a client, department, or team member
4. Add file attachments if needed
5. Click "Create" - ticket is instantly created with unique number

Method 2: Email-to-Ticket (IMAP)

Configure your email inbox and tickets are created automatically when customers email you. Perfect for:

• Contact form submissions
• Direct customer emails
• Department-specific inboxes

Method 3: Public Ticket Lookup

Customers can submit tickets through your public ticket lookup page using their email.

Responses are automatically handled with smart automation:

• 📧 Email Notification Sent - Client receives your response via email (if configured)
• 📝 Reply Saved - Response is logged in ticket history
• 📎 Attachments Included - Files are attached to the email and stored
• 🔔 Team Notified - Assigned team members get internal notifications
• ⏰ Timestamp Recorded - Exact time of response is logged
• 📊 Activity Logged - Action appears in ticket activity log

Clients can reply to the email and their response is automatically added to the same ticket thread (with IMAP enabled), keeping the entire conversation organized. Alternatively, they can use the ticket lookup page to view and respond to their tickets.

Yes! Ticket merging is built-in and powerful:

Why merge tickets?

• Customer submitted the same issue multiple times
• Related issues that should be tracked together
• Duplicate tickets from different sources (email, manual, etc.)

How it works:

1. Select multiple tickets to merge
2. Choose which ticket will be the primary
3. System automatically combines all data:
• All replies and conversations
• All attachments
• Complete activity logs
• Original ticket details preserved
4. Merged data appears in a special "Merged Tickets" section

Result: One consolidated ticket with complete history. Clean, organized, and easy to manage.

KOSTRACK uses three priority levels to help you triage support requests:

Best Practice: Use filtering to focus on high-priority tickets first, ensuring critical issues get immediate attention.

The Activity Log is a complete audit trail showing everything that happened to a ticket:

• 🕐 Timestamps - Exact date and time of each action
• 👤 User Attribution - Who performed each action
• 📝 Action Details - What changed (status, priority, assignment, etc.)
• 🔍 Full Transparency - Nothing is hidden or deleted

Why it matters:

• ✅ Accountability - Know who did what and when
• ✅ Compliance - Meet audit and record-keeping requirements
• ✅ Troubleshooting - Track down issues in ticket handling
• ✅ Performance Review - Analyze team response times and workflows

Ticket merging consolidates duplicate or related tickets into a single thread.

🎯 When to merge tickets:

• Customer submitted the same issue multiple times
• Related problems that should be tracked together
• Duplicate tickets from email and manual entry
• Follow-up tickets for ongoing issues

📋 How it works:

1. Click "Merge Tickets" button in ticket management
2. Select 2 or more tickets to merge (checkboxes appear)
3. Choose which ticket becomes the primary (this one stays)
4. Confirm the merge action
5. All data is consolidated into the primary ticket

💾 What gets preserved:

• All conversations - Every reply from all merged tickets
• Complete history - Full activity logs from each ticket
• Attachments - All files from merged tickets
• Original details - Subject, description, priority of each ticket
• Ticket numbers - Reference to all merged ticket numbers

Viewer tracking shows who is currently looking at each ticket in real-time.

How it works:

• 👁️ Live Updates - See who's viewing tickets updated every 5 seconds
• 🔄 Automatic Detection - System tracks when team members open tickets
• ⏱️ 30-Second Window - Viewers shown for 30 seconds after they view a ticket
• 🧹 Auto Cleanup - Viewer status automatically cleared when they navigate away

Benefits:

• ✅ Avoid Conflicts - Know if someone else is working on a ticket
• ✅ Better Coordination - See your team's activity in real-time
• ✅ Prevent Duplicate Work - Don't respond to tickets others are handling
• ✅ Quick Collaboration - Reach out to teammates viewing the same ticket

Where you see it: Viewer information appears in both the ticket list and on individual ticket detail pages.

KOSTRACK automatically converts emails to tickets using IMAP:

📨 Incoming Emails Become Tickets

When someone emails your support address:

1. KOSTRACK checks your inbox via IMAP
2. New emails are detected and processed
3. Ticket is created with email subject, body, and attachments
4. Email is marked as read in your inbox
5. Original email is preserved in case you need it

🎯 Smart Department Routing

Set up multiple email addresses for different departments:

• [email protected] → Support Department
• [email protected] → Sales Department
• [email protected] → Billing Department

Tickets are automatically assigned to the correct department!

🔄 Two-Way Communication

When you reply in KOSTRACK, the response is automatically sent via email. When clients reply to the email, their response is added to the existing ticket thread (with IMAP enabled) - keeping the entire conversation organized in one place!

KOSTRACK sends smart, targeted email notifications to keep everyone informed:

👥 Team Notifications

• New Ticket Created - Assigned agents get notified
• Ticket Assigned - User receives notification when ticket is assigned to them
• New Reply Added - Team members see new customer responses
• Ticket Closed - Confirmation when tickets are resolved
• Private Note Added - Internal collaboration notifications

👤 Customer Notifications

• Reply Received - Customer gets your response via email
• Ticket Closed - Optional notification when issue is resolved

All notifications include: Ticket number, subject, relevant details, and direct links back to the ticket.

No, email integration is completely optional but highly recommended.

✅ Without Email Integration:

• Create and manage tickets manually in the dashboard
• Team collaboration through internal notes
• Public ticket lookup for customers
• All core features still work perfectly

🚀 With Email Integration:

• Automatic ticket creation from customer emails
• Send replies directly to customer inboxes
• Team gets instant email notifications
• Department-based email routing
• Seamless workflow for customers

Recommendation: Set up email integration for the best experience. It takes just 5 minutes and dramatically improves efficiency.

Yes! Use any email address you control.

KOSTRACK works with your existing email infrastructure:

• ✅ Your Domain - [email protected] (professional and branded)
• ✅ Free Email - Gmail, Outlook, Yahoo (perfectly acceptable)
• ✅ Multiple Addresses - Different addresses for different departments
• ✅ Existing Inbox - No need to create new email accounts

You maintain complete control over your email accounts. KOSTRACK only accesses them when checking for new tickets and sending replies.

KOSTRACK offers flexible, affordable pricing plans starting as low as $9.99/month.

All plans include:

• ✅ Unlimited ticket history and archive
• ✅ Complete feature access (AI, email, billing, etc.)
• ✅ Secure cloud hosting
• ✅ Regular updates and improvements
• ✅ Email support
• ✅ Data backup and export

Plans differ in: Number of tickets per month, number of admin users, and reporting capabilities.

View detailed pricing →

Yes! Start with a free trial - no credit card required.

• 🎉 Full Feature Access - Try everything before committing
• 🎉 No Credit Card - Sign up without payment information
• 🎉 No Automatic Billing - Choose to upgrade when ready
• 🎉 Keep Your Data - Export everything at any time

Trial Period: Duration is configured by the system (typically 14 days). Perfect time to test KOSTRACK with real tickets and workflows.

Don't worry - we've designed this to be flexible and fair:

📊 Ticket Counter

Your dashboard shows: 50 / 100 Tickets This Month (example)

• Counter resets automatically on the 1st of each month
• Color-coded indicator (green = plenty left, red = approaching limit)
• Clear visibility so you're never surprised

🚨 When You Hit The Limit

• Existing tickets remain fully functional - Reply, update, close as normal
• New ticket creation is temporarily paused - Prevents overage charges
• Options to continue:
  • Wait for next month's reset (if close to month-end)
  • Upgrade to a higher plan with more tickets
  • Contact us for a custom plan

Absolutely! Upgrade or downgrade anytime with instant effect.

• ✅ Upgrade - Takes effect immediately with pro-rated billing
• ✅ Downgrade - Changes at your next billing cycle
• ✅ No Penalties - No fees for changing plans
• ✅ Keep Your Data - Nothing is lost when switching plans
• ✅ Fair Billing - You only pay for what you use

Managed through PayPal: All subscriptions use secure PayPal billing for your protection and convenience.

KOSTRACK uses PayPal for secure payment processing.

Why PayPal?

• 🔒 Secure - Industry-leading payment security
• 💳 Flexible - Accept credit cards, debit cards, and PayPal balance
• 🌍 Global - Works in 200+ countries and 25+ currencies
• 🛡️ Buyer Protection - PayPal's guarantee protects your payments
• 📊 Easy Management - View all billing in your PayPal account

We never see or store your payment information - PayPal handles all sensitive data securely.

No! Cancel anytime with zero fees or penalties.

• ✅ No Contracts - Month-to-month billing, cancel whenever
• ✅ No Cancellation Fee - Zero charges for stopping service
• ✅ Keep Access - Use KOSTRACK until your billing period ends
• ✅ Export Your Data - Download complete backup before leaving
• ✅ Reactivate Anytime - Come back if you change your mind

We believe in earning your business every month through great service, not by trapping you in contracts.

KOSTRACK implements enterprise-grade security measures:

🔐 Data Encryption

• In Transit - All data encrypted with HTTPS/SSL during transmission
• At Rest - Passwords hashed with industry-standard algorithms
• Database Security - Protected access controls and encryption

🏢 Multi-Tenant Isolation

• Complete Separation - Your data is isolated from other tenants
• No Cross-Access - Impossible for tenants to see each other's data
• Secure Architecture - Database-level segregation

👤 Access Controls

• Role-Based Permissions - Admins and agents have different access levels
• Password Requirements - Enforced strong password policies
• Session Management - Automatic timeout and secure sessions

🛡️ Regular Security Updates

• Continuous security patches and improvements
• Monitoring for vulnerabilities
• Compliance with security best practices

Simple: Your data is yours. We never sell it, share it, or use it for anything except providing our service.

• 🚫 No Data Selling - We will NEVER sell your customer data to third parties
• 🚫 No Advertising - We don't use your data for ads or marketing
• 🚫 No AI Training - Your ticket data is not used to train AI models
• ✅ Your Ownership - You own and control all your data
• ✅ Export Anytime - Download your complete data whenever you want
• ✅ Delete Anytime - Permanently remove your data from our servers

Read our complete Privacy Policy for full details.

Your data is securely stored in professional cloud infrastructure:

• 🌐 Cloud-Based - Reliable, redundant hosting infrastructure
• 💾 Automatic Backups - Regular backups to prevent data loss
• ⚡ High Availability - 99.9% uptime target
• 🔄 Disaster Recovery - Multiple backup systems for data protection

Plus you can download your own backups anytime for additional peace of mind.

Yes, you have complete control over your data.

Account Deletion Process:

1. Go to Settings → Account & Billing
2. Scroll to "Delete Account" section
3. Confirm deletion (we recommend downloading a backup first)
4. All your data is permanently removed from our servers

What gets deleted:

• All tickets and replies
• All clients and departments
• All user accounts
• All attachments and files
• All activity logs
• Everything - no traces left

KOSTRACK provides comprehensive statistics and reporting tools to analyze your support performance.

📈 Standard Reporting

Perfect for quick performance snapshots:

• Ticket Overview - Total tickets, new tickets, closed tickets, and active tickets
• Status Distribution - Visual breakdown of open, in-progress, and closed tickets with percentages
• Priority Analysis - See how many high, medium, and low priority tickets you're handling
• Daily Trends - Track ticket creation patterns day-by-day for the selected month
• Average Metrics - Average tickets per day and average time to close

📉 Advanced Reporting

For deeper insights and performance analysis:

• Monthly Trend Charts - Interactive line charts showing daily ticket creation and closure patterns with average benchmarks
• Open Ticket Aging - See how long your currently open tickets have been waiting (hours and days)
• Department Performance - Analyze ticket distribution across departments to identify high-volume areas
• User Productivity - Track which team members closed the most tickets with percentage breakdowns
• Priority-Based Resolution Times - Average time to close tickets broken down by priority level
• Performance Metrics - Average time to close, currently open count, active departments, and active users

Access statistics from your admin dashboard:

1. Navigate to Statistics in the main menu
2. Choose between Standard Reporting or Advanced Reporting
3. Select the month and year you want to analyze
4. View real-time analytics and performance metrics

Reports are generated instantly and update automatically when you change the time period or report type.

Yes! Advanced Reporting includes detailed user performance tracking.

What you can see:

• Tickets Closed by User - Complete breakdown of which team members closed tickets
• Percentage Calculations - See each user's contribution as a percentage of total closed tickets
• Accountability Metrics - Use this data for performance reviews and team optimization

Use cases: Identify top performers, balance workloads, recognize achievements, and ensure fair ticket distribution across your team.

Standard Reporting provides quick, essential metrics perfect for daily monitoring:

• Overall ticket counts and status distribution
• Priority breakdowns with visual progress bars
• Daily ticket creation trends in table format
• Simple, easy-to-understand metrics

Advanced Reporting offers deeper insights for analysis and optimization:

• Interactive trend charts with average benchmarks
• Open ticket aging analysis (hours and days open)
• Department and user performance breakdowns
• Resolution time analysis by priority level
• More detailed metrics for strategic planning

Currently, reports are viewable within the dashboard.

You can:

• ✅ View reports online - Access anytime from your dashboard
• ✅ Filter by time period - Analyze any month and year
• ✅ Take screenshots - Capture reports for presentations or records
• ✅ Switch between report types - Standard and Advanced views

Pro Tip: Use your browser's print function (Ctrl+P or Cmd+P) to print or save reports as PDF for offline viewing or sharing with stakeholders.

AI Statistics Analysis provides intelligent insights and comprehensive summaries of your help desk performance data.

How it works:

• 🤖 One-Click Analysis - Click "Generate AI Summary" on Standard or Advanced reporting pages
• 📊 Comprehensive Data Review - AI analyzes all statistics including ticket counts, status distribution, priority levels, department performance, and user productivity
• 💡 Actionable Insights - Receives professional analysis highlighting trends, strengths, concerns, and recommendations
• 📝 Easy-to-Read Format - Results presented in clear paragraphs with key takeaways

What the AI analyzes:

• Total tickets, new tickets, closed tickets, and open tickets
• Average tickets per day and average time to close
• Priority distribution (high, medium, low)
• Department performance and ticket distribution
• User productivity and resolution metrics
• Resolution times by priority level
• Ticket aging and potential bottlenecks

Benefits:

• ✅ Save Time - Get instant analysis instead of manually reviewing numbers
• ✅ Identify Trends - Spot patterns and issues you might miss
• ✅ Make Data-Driven Decisions - Use AI insights for resource allocation and process improvements
• ✅ Improve Performance - Act on AI recommendations to optimize your support operations

KOSTRACK works on all modern browsers and devices:

💻 Desktop Browsers

• ✅ Google Chrome (recommended)
• ✅ Mozilla Firefox
• ✅ Microsoft Edge
• ✅ Safari
• ✅ Opera

📱 Mobile Devices

• ✅ iOS (iPhone & iPad)
• ✅ Android phones and tablets
• ✅ Fully responsive design
• ✅ Touch-optimized interface

No apps to install - just open your browser and access KOSTRACK from anywhere.

KOSTRACK supports all common file types:

File Size Limits: Generous limits per file (check your plan). Multiple files can be attached to each ticket and reply.

KOSTRACK automatically handles timezones for accurate time display:

• 🌍 Set Your Timezone - Configure in Settings (automatically detected)
• ⏰ Automatic Conversion - All timestamps shown in your local time
• 📊 Accurate Reporting - Reports use your timezone
• 🔔 Smart Notifications - Emails sent with correct timestamps

Example: If you're in New York and create a ticket at 2:00 PM, it shows as 2:00 PM in your dashboard, even if the server is in a different timezone.

Current Integration Capabilities:

• ✅ Email Integration (IMAP/SMTP) - Built-in, works with any email provider
• ✅ PayPal Integration - Automated subscription billing
• ✅ Groq AI Integration - AI-powered reply assistance
• ✅ Data Export (JSON) - Export your data programmatically

REST API: Currently not available, but under consideration for future releases based on customer demand.

Need a specific integration? Contact us at [email protected] to discuss your requirements.

We work hard to maintain 99.9% uptime, but we're prepared for the unexpected:

🛡️ Reliability Measures

• Redundant Infrastructure - Multiple backup systems
• Automatic Backups - Regular data backups to prevent loss
• Monitoring - 24/7 system monitoring and alerts
• Quick Recovery - Disaster recovery procedures in place

📧 Your Protection

• Email Still Works - Customer emails continue to arrive in your inbox
• Data Is Safe - Regular backups ensure no data loss
• Your Backup - Download backups anytime for extra safety

In the rare event of downtime, we work urgently to restore service and communicate transparently about the situation.

Current Customization Options:

• ✅ Organization Name - Your company name appears throughout the system
• ✅ Department Names - Create custom department names
• ✅ Email Templates - Customize email notification content
• ✅ Preset Replies - Create branded response templates

White-Label/Full Customization: Not currently available in standard plans. Contact us if you need extensive branding customization for enterprise deployments.