TikitDesk FAQ — 100 Questions
TikitDesk FAQ — 100 Questions
*100 questions on TikitDesk's helpdesk and ticketing platform — setup, tickets, billing, security, and troubleshooting — organized by topic.*
Organized by topic. Use Ctrl/Cmd+F to jump to a keyword.
Getting Started
1. What is TikitDesk?
A cloud-based helpdesk and ticketing platform built for IT and marketing agencies to manage support requests from their own clients, in one shared workspace instead of scattered emails and chats.
2. Do I need to install anything?
No — TikitDesk runs entirely in your browser.
3. How do I sign up?
Create an account, add your workspace details, and invite your team — a four-step wizard that takes a few minutes.
4. Is there a free trial?
Yes — every new company gets 15 days of full access to every plan's features, so you can properly evaluate TikitDesk before choosing.
5. Do I need a credit card to start the trial?
No plan selection or payment is required to begin your trial.
6. Can I use my Google account to sign up?
Yes, Google sign-in is supported alongside email/password signup.
7. How many people can I invite during setup?
As many as you like during the "Invite your team" step — actual limits depend on your plan (see the Plans & Billing section).
8. What happens right after I sign up?
You land on your dashboard with an empty workspace, ready to start receiving and creating tickets.
9. Can I change my company name later?
Yes, from Company Settings → Organization.
10. Where do I go to learn my role's day-to-day workflow?
See the Agency Admin Guide, Agent Guide, or Super Admin Guide, depending on your role.
Account, Roles & Team
11. What roles exist in TikitDesk?
Admin, Staff, and Client within your company, plus a separate platform-level Super Admin role used only by the TikitDesk team.
12. What can an Admin do that Staff can't?
Manage the team, configure ticket settings, access Company Settings and billing, and manage API keys.
13. What can Staff do?
Work tickets day to day: reply, assign, change status and priority, chat with clients.
14. What can a Client do?
Raise tickets, track their status, and chat with your team — either via a public link or a logged-in portal, depending on how your Admin has set things up.
15. How do I invite a new team member?
From the Users page, click Add User/Invite, fill in their details and role, and send — they get an email to set their own password.
16. Can I change someone's role after inviting them?
Yes, edit their role from the Users page at any time.
17. How do I remove someone's access without deleting their history?
Suspend their account from the Users page rather than deleting it.
18. Can one person belong to more than one department?
Department assignment is managed per user on the Users page; check there for current options for your account.
19. What does the "Verified/Unverified" filter mean?
Whether that user has completed their invite and set a password yet.
20. Is there a limit on team size?
Starter is capped at 2 users; Professional and Scale are unlimited.
Plans & Billing
21. What plans does TikitDesk offer?
Starter (free), Professional (₹99/month), and Scale (₹149/month).
22. What's included in Starter?
2 users, 50 tickets/month, 30-day ticket history load, 90-day activity log retention, two-factor authentication (2FA), and basic support.
23. What's included in Professional?
Unlimited users and tickets, SLA Automation, Advanced Audit Logs, 1-year ticket history load, 180-day log retention, and standard support.
24. What's included in Scale?
Everything in Professional, plus Routing Rules, Internal Team Chat, Public API, unlimited ticket history and log retention, and priority 24/7 support.
25. Is yearly billing cheaper?
Yes — yearly billing is priced per user per month at a lower rate than monthly billing.
26. How do I upgrade my plan?
From Company Settings, open Upgrade Your Plan, choose your billing cycle and seat count, and check out.
27. What payment methods are supported?
Payments are processed through Razorpay, which supports standard Indian payment methods (cards, UPI, netbanking, and more, depending on what Razorpay offers you at checkout).
28. What happens when my trial ends without payment?
Your account moves to an expired state — your data is kept, but creating and working tickets is blocked until you subscribe.
29. What happens if a payment fails?
You'll get a payment-failed email; your account status reflects this until it's resolved.
30. Can I downgrade my plan?
Plan changes are managed from Company Settings; if you're at or near a lower plan's limits, review those limits first.
31. Does "unlimited tickets" really mean no cap at all?
On Professional and Scale, yes — no ticket volume cap. Starter is capped at 50 tickets per month.
32. What is "ticket view days"?
How many days of ticket history load by default in your ticket list — 30 days on Starter, 90 on Professional, and full history on Scale. Older tickets always still exist and are reachable by search or direct link.
33. What is "activity log retention"?
How long the audit trail of ticket changes is kept before older entries are automatically purged — 90 days (Starter), 180 (Professional), or indefinitely (Scale).
34. Is there a rule builder for custom "if this, then that" automations?
Not currently — automation today is fixed, built-in behavior (SLA tracking, lifecycle emails, cleanup, backups). See the Automation Rules Guide for exactly what's live.
35. Where can I see my invoices?
Check Company Settings for your billing and invoice history.
Tickets — Basics
36. What is a "Tikit"?
TikitDesk's term for a support ticket.
37. How can a ticket be created?
Via the client portal (Web), by email to your support address, or via the API using a company API key.
38. What fields does a ticket have?
Title, status, priority, department, assignee, and optionally project, issue category, and issue type.
39. Who can see a ticket?
Only users within the same company — tickets are never visible across different agencies on TikitDesk.
40. Can I customize ticket statuses?
Yes — Admins manage this in Settings → Ticket Statuses. Defaults include Open, In Progress, Pending, and Close.
41. What priority levels exist?
Levels such as Low, Medium, High, and Urgent.
42. What's the difference between Board and List view?
Board is a Kanban view you drag cards through by status; List is a sortable, filterable table.
43. Can I set a custom color on a ticket card?
Yes, on the Board view — text color adjusts automatically to stay readable against your chosen color.
44. How do I filter tickets?
Use the floating filter bar in List view, by status, priority, department, assignee, or project — or save a filter combination you use often.
45. Can a client see internal notes?
No — internal notes are visible to your team only.
Tickets — Advanced
46. What's the difference between a reply and an internal note?
A reply is emailed to the client and visible to them; an internal note is team-only.
47. Can I add a checklist to a ticket?
Yes — add, complete, and reorder to-do items within any ticket.
48. Can I attach files to a ticket?
Yes, both Staff and clients can attach files, including through chat.
49. Can I export a ticket as a PDF?
Yes — generate a PDF of a ticket's conversation for sharing or record-keeping.
50. What's recorded in a ticket's activity log?
Every status change, reassignment, and similar update, logged automatically.
51. Are ticket links safe to share?
Yes — each ticket uses a non-sequential, non-guessable secure link.
52. What happens when I delete a ticket?
It's removed from normal views as a soft delete rather than destroyed immediately.
53. Can tickets be created from my own systems?
Yes, via a company API key generated in Settings → API Access.
54. Does a ticket's source (Web/Email/API) change how I work it?
No — replying, adding notes, and changing status work the same regardless of source.
55. Can I merge duplicate tickets?
Not covered in this release's documentation — check with your Admin or the TikitDesk team if this is something you need.
56. Do I need to set up IMAP or SMTP?
No — TikitDesk gives you a ready-to-use inbound address; there's no mailbox to connect.
57. Where do I find my support inbox address?
Company Settings → Organization → Email Support Inbox.
58. Can I use my own support@ address?
Yes — forward it to your TikitDesk inbound address, or give the TikitDesk address out directly.
59. What happens when a client emails my support address?
TikitDesk automatically creates a new ticket (or adds a reply to an existing one) from that email.
60. How does TikitDesk know which ticket a reply belongs to?
Outbound emails carry a unique reply-to address tied to that specific ticket, so replying keeps the conversation on the right ticket automatically.
61. Does the client need to log in to reply by email?
No — replying to any TikitDesk email works from their own inbox with no login.
62. What if two different people from the same client email in separately?
Each new, non-reply email starts its own ticket.
63. Are automated emails (welcome, ticket updates, etc.) configurable?
They're built into the product and sent automatically based on ticket/account events; individual customization isn't part of this release.
64. Do I need to configure SPF/DKIM myself?
No — outbound email is sent from TikitDesk's own infrastructure, so deliverability setup is managed at the platform level.
65. My client says our emails are going to spam — what should I check first?
Ask them to check their spam/junk folder and mark TikitDesk as "not spam"; see the Troubleshooting Guide if it persists.
Chat & Notifications
66. Is there live chat with clients?
Yes — real-time chat is available, including file sharing.
67. What is Internal Team Chat?
Group channels for your own team's internal conversations — available on the Scale plan.
68. How do I get notified about new tickets?
Through in-app notifications, browser push, and email, depending on what you've enabled.
69. Can I turn on browser push notifications?
Yes, from your notification settings.
70. Are WhatsApp notifications available?
TikitDesk can send outbound ticket-update notifications to a client's WhatsApp number where that's configured for your company.
71. What about Telegram?
Telegram is available as an alternate notification channel.
72. How are notifications organized?
Grouped by date, with per-tab unread counts and bulk actions like "mark all read."
73. Can clients chat without creating an account?
Clients can check ticket status via a public link without logging in; chat access depends on how your Admin has configured your client-facing setup.
74. Do notifications work across dark and light mode?
Yes — dark mode is supported throughout the product, notifications included.
75. Will I be notified if a ticket's SLA is breached?
Yes, on Professional and Scale plans, an SLA breach triggers an automatic alert.
Automation & SLA
76. Does TikitDesk have automation rules I can configure?
Not yet as a general rule builder ("if this, then that") — see the Automation Rules Guide for exactly what's automated today.
77. What is SLA Automation?
Deadline tracking on a ticket, with an automatic alert if that deadline is breached — available on Professional and Scale.
78. Can I set different SLA policies per department or priority?
Not in this release — today's SLA tracking is a single deadline field per ticket, not multiple configurable policies.
79. What automated background processes run without my input?
Trial reminders, SLA/deadline checks, daily and weekly digest emails, activity-log retention purging, file cleanup, and scheduled backups, among others.
80. Can I customize the daily digest or weekly summary?
Not in this release — they're built-in, fixed-format emails.
81. Is email-to-ticket a kind of automation?
Yes, in the sense that it's a fixed, automatic pipeline — but it isn't a configurable rule you can edit.
82. Will a custom rule builder be added in the future?
It's not on the current roadmap. Today's automation covers SLA tracking and a set of scheduled background processes — see the Automation Rules Guide for full details.
83. Does trial expiry happen automatically?
Yes — a scheduled process checks trial status and moves expired accounts automatically, with a reminder email beforehand.
84. Are database backups automatic?
Yes, backups run on a schedule as part of platform operations.
85. Is there a way to trigger an action manually if there's no rule builder yet?
Use the ticket detail view to make the change directly — status, assignment, priority, etc. — since there's no automated trigger to configure yet.
Security & Privacy
86. Is my company's data visible to other companies on TikitDesk?
No — every company's data is fully isolated.
87. Are ticket URLs guessable?
No — each ticket uses a non-sequential, secure link.
88. Is two-factor authentication (2FA) available?
Yes, on every plan, per user.
89. What login options are available besides a password?
Google sign-in and magic-link login are supported alternatives.
90. Is there a password expiry policy?
Yes, by default accounts are prompted to update their password periodically (90 days).
91. Is the connection to TikitDesk encrypted?
Yes, HTTPS is enforced throughout.
92. How is my data protected against unauthorized access attempts?
Rate limiting is applied on sensitive actions like login, alongside session-based access controls.
93. What happens to my activity log data over time?
It's retained for your plan's window (90/180 days, or indefinitely on Scale) and then purged automatically — this doesn't affect the tickets themselves.
94. Can I read TikitDesk's privacy policy and terms of service?
Yes, both are published and linked from the product.
95. Who can see internal notes on a ticket?
Only your team — never the client.
Troubleshooting & Support
96. A client's email didn't turn into a ticket — what do I check first?
Confirm your Email Support Inbox address and that forwarding is correctly set up (Company Settings → Organization). See the Troubleshooting Guide.
97. My reply doesn't seem to have sent — what should I do?
Check the ticket's activity log for an error, and confirm the client's email address on the ticket is correct.
98. I can't log in — what are my options?
Try "Forgot password," a magic link, or Google sign-in if enabled; check the Troubleshooting Guide for more.
99. A page or feature looks broken — who do I contact?
Use your usual TikitDesk support channel for your plan tier (Basic, Standard, or Priority, depending on plan).
100. Where can I find more detailed help than this FAQ?
See the full Knowledge Base — the User Manual, your role-specific guide, the Ticket Management Guide, and the Troubleshooting Guide all go deeper than this FAQ.
*Didn't find your question? Check the Troubleshooting Guide, or reach out through your support channel.*