Everything you need to manage your customer support efficiently
View live metrics including total tickets, open tickets, in-progress tickets, and closed tickets at a glance.
Track tickets created this month against your plan limit with automatic monthly reset.
Quick access to your 5 most recent tickets with status, priority, and department information.
Easily create new support tickets with subject, description, priority levels, and department assignment.
Filter tickets by status (open, in progress, closed), priority (low, medium, high), and departments.
Auto-generated unique ticket numbers for easy tracking and reference.
Assign tickets to specific clients from your client database for better organization.
Set and update ticket priorities (low, medium, high) with color-coded badges.
Update ticket status throughout its lifecycle: open, in progress, or closed.
Add unlimited responses to tickets with threaded conversation view.
Merge duplicate or related tickets to consolidate conversations and improve efficiency.
Complete audit trail showing all actions taken on a ticket including status changes, assignments, and updates.
Customizable results per page (10, 20, 30, 40, 50) for better navigation through large ticket lists.
Maintain a comprehensive database of all your clients with contact information.
Update client details including name, email, and phone number as needed.
Remove clients from your database with confirmation prompts to prevent accidental deletions.
See how many tickets are associated with each client for better customer insights.
Add special alert notes to client profiles that display warning icons in ticket lists, ticket details, and client management for important client information your team needs to see immediately.
Warning icons (⚠️) automatically appear before client names in ticket lists when alert notes exist, ensuring critical client information is never missed.
Organize your support team into departments (Sales, Technical Support, Billing, etc.).
Modify department names and descriptions as your organization evolves.
Set up department-specific email addresses for direct ticket creation via email.
Remove departments with safety checks to prevent deletion if tickets are assigned.
Create multiple admin user accounts for your support team members.
Assign roles (Admin or Agent) with different permission levels.
Monitor your current admin user count against your plan limits.
Update usernames, emails, passwords, and role assignments for existing users.
Remove users from your tenant with proper authorization controls.
Submit support requests directly to system administrators for platform issues or questions.
Exchange messages with system administrators in a threaded conversation format.
Set priority for your support requests (low, medium, high) to help admins prioritize.
Filter system tickets by status (active, all, open, in progress, closed).
Delete your own system support tickets if they're no longer needed.
View comprehensive ticket statistics including total tickets, status breakdowns, priority distributions, and daily ticket trends for any selected month and year.
Access detailed analytics including average time to close tickets, open ticket aging, department performance, user productivity metrics, and priority-based resolution times.
Generate intelligent summaries and insights from your statistics with one click. AI analyzes trends, identifies strengths and concerns, and provides actionable recommendations to improve your support operations.
Filter statistics by month and year to analyze performance trends over specific time periods.
Track average tickets per day, average time to close, and currently open ticket counts with real-time calculations.
See which team members closed the most tickets with percentage breakdowns for accountability and performance reviews.
Analyze ticket distribution across departments to identify high-volume areas and resource allocation needs.
Interactive progress bars and charts showing ticket status distribution, priority breakdowns, and trend visualizations.
Track how long tickets have been open with hours and days calculations to identify tickets requiring attention.
Interactive line charts showing daily ticket creation and closure trends with average benchmarks for the selected month.
Update your organization/tenant name displayed throughout the system.
Change your account password securely with current password verification.
View your current subscription plan and usage limits at any time.
Configure email notifications for ticket updates and system alerts.
Upgrade your subscription plan to access more features and higher limits.
View complete payment history with transaction details and dates.
Start with a free trial period (configurable by system admin) before billing begins.
Secure payment processing through PayPal for subscription billing.
Permanently delete your account and all associated data when needed.
Download complete backups of your tenant data including tickets, clients, departments, and users.
Backups are provided in JSON format for easy data portability and archiving.
Only authorized admins can download backup data for security.
Generate professional, contextual replies instantly using AI technology powered by Groq's advanced language models.
Review AI-generated responses in the textarea before sending. Edit, customize, or refine the reply to match your tone and style.
AI analyzes the entire ticket conversation including subject, description, priority, status, and previous replies to generate relevant responses.
Choose from multiple AI models including Llama 3.3 70B (recommended for accuracy), Llama 3.1 8B (faster), or Mixtral 8x7B (balanced).
Easy setup with your own Groq API key. Enable or disable AI assistance per tenant with full control over AI configuration.
Test your AI configuration directly from settings to ensure your API key and model selection are working correctly.
Ask questions about KOSTRACK features, settings, and functionality. The AI assistant uses the FAQ and documentation to provide instant, accurate answers to your questions.
AI-powered search through comprehensive documentation including FAQ, settings guides, and feature explanations for quick self-service support.
Generate comprehensive analysis of your help desk statistics. AI reviews ticket metrics, performance data, and trends to provide actionable insights, identify bottlenecks, and recommend improvements for your support operations.
All passwords are securely hashed using industry-standard encryption.
Secure session handling to protect user accounts from unauthorized access.
Secure password reset functionality with token-based verification.
Complete data separation between different tenants for privacy and security.
