Frequently Asked Questions

Coticsy is a multi-organizational customer support platform designed for modern businesses. Unlike traditional help desk solutions, Coticsy offers:

• Multi-Organizational architecture - Manage multiple organizations from a single platform
• Advanced automation - Smart ticket routing and response automation
• WhatsApp integration - Native support for WhatsApp Business API
• Real-time analytics - Comprehensive reporting and insights
• White-label options - Fully customizable branding for enterprise clients

Our platform is built for scalability, making it perfect for agencies, enterprises, and growing businesses.

Coticsy is ideal for:

• Customer support teams - Streamline ticket management and improve response times
• IT departments - Handle technical support requests efficiently
• E-commerce businesses - Manage customer inquiries and order support
• Service agencies - Support multiple clients from one platform
• Enterprise organizations - Scale support operations across departments
• Startups and SMBs - Professional support tools without enterprise complexity

Getting started with Coticsy is incredibly fast:

• Sign up - Create your account in under 2 minutes
• Setup - Configure your support settings in 5-10 minutes
• Import data - Migrate existing tickets and customer data (optional)
• Go live - Start receiving and managing tickets immediately

Our 14-day free trial gives you full access to all features, so you can test everything before committing.

Yes! We provide comprehensive support for all our users:

• Email support - Available for all plans
• Priority support - For Professional and Enterprise plans
• 24/7 phone support - For Enterprise customers
• Dedicated account manager - For Enterprise clients
• Knowledge base - Extensive documentation and guides
• Video tutorials - Step-by-step setup and usage guides

Our average response time is under 2 hours for priority support.

Coticsy supports multiple communication channels:

• Email - Full email integration with IMAP/POP3 support
• WhatsApp Business - Native WhatsApp Business API integration
• Web forms - Customizable contact forms for your website
• Live chat - Real-time chat widget (coming soon)
• Phone support - Integration with VoIP systems
• Social media - Twitter and Facebook integration (coming soon)

All channels are unified in a single ticket system for seamless management.

Our automation system includes:

• Smart routing - Automatically assign tickets based on keywords, customer data, or workload
• Auto-responses - Send immediate acknowledgments and status updates
• Escalation rules - Automatically escalate urgent or overdue tickets
• Workflow automation - Create custom workflows for different ticket types
• Template responses - Quick replies for common questions
• SLA management - Automatic tracking and alerts for response times

Automation rules can be customized for each organization and ticket category.

Yes! Coticsy offers extensive customization options:

• Custom branding - Upload your logo and set brand colors
• White-label solution - Remove Coticsy branding completely (Enterprise)
• Custom domains - Use your own domain for the support portal
• Email templates - Customize all email communications
• Portal customization - Modify the customer portal appearance
• Custom fields - Add organization-specific ticket fields

Professional and Enterprise plans include advanced customization features.

Our analytics dashboard provides comprehensive insights:

• Ticket volume trends - Track support demand over time
• Response time analysis - Monitor team performance
• Customer satisfaction - Track CSAT scores and feedback
• Agent performance - Individual and team productivity metrics
• Category analysis - Understand common support topics
• Custom reports - Create reports for specific needs
• Real-time dashboards - Live monitoring of support operations

All data can be exported for further analysis or integration with other tools.

Our multi-organizational architecture allows you to:

• Manage multiple clients - Each organization has isolated data and settings
• Custom branding per client - Different logos, colors, and domains
• Separate user management - Independent user accounts and permissions
• Isolated reporting - Organization-specific analytics and reports
• Flexible billing - Separate billing for each organization
• Cross-organization insights - Aggregate reporting across all clients

Perfect for agencies, consultants, and enterprises managing multiple brands or departments.

Our 14-day free trial includes:

• Full access - All features of the Professional plan
• Unlimited tickets - No restrictions on ticket volume
• Up to 10 agents - Add your entire team
• All integrations - Email, WhatsApp, and more
• Advanced analytics - Complete reporting suite
• Priority support - Full customer support during trial

No credit card required to start your trial. You can upgrade, downgrade, or cancel anytime.

Yes! You have complete flexibility with your plan:

• Upgrade anytime - Immediate access to new features
• Downgrade - Changes take effect at the next billing cycle
• Prorated billing - You only pay for what you use
• No cancellation fees - Cancel anytime without penalties
• Data preservation - Your data is always safe during plan changes

All plan changes can be made directly from your account settings.

Yes! We offer several options for large organizations:

• Enterprise plan - Unlimited agents and tickets
• Volume discounts - Custom pricing for 50+ agents
• Annual billing - Save up to 20% with yearly payments
• Custom contracts - Flexible terms for enterprise clients
• Dedicated support - 24/7 phone support and account manager
• On-premise options - Self-hosted deployment available

Contact our sales team for custom pricing and enterprise solutions.

We accept all major payment methods:

• Credit cards - Visa, MasterCard, American Express
• Debit cards - All major debit card networks
• Bank transfers - ACH and wire transfers for annual plans
• PayPal - Available for monthly subscriptions
• Enterprise billing - Custom invoicing for large organizations

All payments are processed securely through Stripe, ensuring your financial information is protected.

Coticsy integrates with popular business tools:

• Email providers - Gmail, Outlook, Yahoo, and IMAP/POP3
• WhatsApp Business - Native API integration
• CRM systems - Salesforce, HubSpot, Pipedrive
• Communication tools - Slack, Microsoft Teams
• Analytics - Google Analytics, Mixpanel
• Webhooks - Custom integrations via REST API
• SSO providers - SAML, OAuth, LDAP

We're constantly adding new integrations. Request an integration if you don't see what you need.

Security and compliance are our top priorities:

• SSL encryption - All data encrypted in transit and at rest
• Regular backups - Daily automated backups with 99.9% uptime
• Access controls - Role-based permissions and audit logs
• Data residency - Choose your data storage location

We undergo regular security audits and maintain industry-standard certifications.

Yes! We provide comprehensive data migration services:

• Popular platforms - Zendesk, Freshdesk, Help Scout, Intercom
• Custom migrations - Support for any CSV or API-based system
• Free migration - No additional cost for standard migrations
• Data mapping - Preserve ticket history, customer data, and attachments
• Zero downtime - Seamless transition with no service interruption
• Migration support - Dedicated team to assist with the process

Our migration team handles everything, ensuring no data is lost during the transition.

Coticsy is a cloud-based platform with minimal requirements:

• Browsers - Chrome, Firefox, Safari, Edge (latest 2 versions)
• Internet connection - Stable broadband connection
• Mobile apps - iOS 12+ and Android 8+ (coming soon)
• Email integration - IMAP/POP3 or OAuth support
• API access - RESTful API for custom integrations

No software installation required - everything runs in your web browser.

Yes! Our comprehensive API allows for extensive customization:

• RESTful API - Full CRUD operations for all resources
• Webhooks - Real-time notifications for ticket events
• Rate limiting - Generous limits for all plan types
• API documentation - Comprehensive guides and examples

Professional and Enterprise plans include advanced API features and higher rate limits.