Frequently asked questions.

Coticsy Desk is a multi-organizational customer support platform designed for modern businesses. Unlike traditional help desk software, we ship:

• Multi-organizational architecture — manage multiple organizations from one platform.
• Advanced automation — smart ticket routing and response automation.
• WhatsApp integration — native WhatsApp Business API.
• Real-time analytics — comprehensive reporting and insights.
• White-label options — fully customizable branding for enterprise clients.

Coticsy Desk is built for support teams, IT departments, e-commerce businesses, service agencies, enterprise orgs, and startups/SMBs who want professional support tools without enterprise complexity.

Sign up in under 2 minutes, configure support settings in 5–10 minutes, and start receiving tickets immediately. Our 14-day free trial gives you full access to all features.

Yes — email support for all plans, priority support on Professional and Enterprise, 24/7 phone support on Enterprise, dedicated account managers for Enterprise, plus a knowledge base and video tutorials. Average response time is under 2 hours for priority support.

• Email — full integration with IMAP/POP3 support.
• WhatsApp Business — native API integration.
• Web forms — customizable contact forms.
• Live chat — real-time chat widget (coming soon).
• Phone support — VoIP integrations.

All channels unify into a single ticket queue.

• Smart routing — auto-assign by keyword, customer data, or workload.
• Auto-responses — immediate acknowledgments and status updates.
• Escalation rules — auto-escalate urgent or overdue tickets.
• Workflows — custom flows for different ticket types.
• Templates — reusable replies with variables.
• SLA management — automatic tracking and alerts.

• Custom branding — logo and brand colors.
• White-label — remove Coticsy branding (Enterprise).
• Custom domains for your support portal.
• Customizable email templates.
• Custom fields per organization.

• Ticket volume trends — track support demand over time.
• Response time analysis — monitor team performance.
• CSAT and feedback tracking.
• Agent performance — individual and team metrics.
• Category analysis — common support topics.
• Custom reports and real-time dashboards.

All data can be exported for further analysis.

Each organization is isolated — its own data, branding, users, billing, and reporting. Cross-organization insights are still available for aggregate reporting. Built for agencies, consultants, and enterprises managing multiple brands or departments.

Our 14-day free trial gives you full Professional plan access — unlimited tickets, all integrations, advanced analytics, and priority support. No credit card required.

Yes. Upgrades take effect immediately; downgrades apply at the next billing cycle. Billing is prorated. No cancellation fees, and your data stays safe through any plan change.

Yes — Enterprise plan, custom pricing for 50+ agents, annual billing saves up to 20%, custom contracts, dedicated 24/7 support, and self-hosted deployment options. Contact sales for custom pricing.

All major credit cards (Visa, MasterCard, Amex), debit cards, bank transfers for annual plans, PayPal, and custom enterprise invoicing. All payments are processed securely through Stripe.

• Email — Gmail, Outlook, Yahoo, IMAP/POP3.
• WhatsApp Business — native API integration.
• CRM — Salesforce, HubSpot, Pipedrive.
• Comms — Slack, Microsoft Teams.
• Analytics — Google Analytics, Mixpanel.
• Webhooks & REST API for custom integrations.
• SSO — SAML, OAuth, LDAP.

Request an integration if you don't see what you need.

• SSL encryption — all data encrypted in transit and at rest.
• Daily automated backups with 99.9% uptime.
• Role-based access controls and audit logs.
• Configurable data residency.

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

Yes — we offer free migration from Zendesk, Freshdesk, Help Scout, Intercom, and any CSV/API-based system. Tickets, customer data, and attachments are preserved. Zero-downtime transition with a dedicated migration team.

• Browsers — Chrome, Firefox, Safari, Edge (latest 2 versions).
• Stable broadband connection.
• iOS 12+ and Android 8+ for mobile (coming soon).
• IMAP/POP3 or OAuth for email integrations.
• RESTful API for custom integrations.

Yes — full RESTful API with CRUD operations, webhooks for real-time ticket events, generous rate limits, and complete documentation. Higher rate limits and advanced features on Professional and Enterprise plans.