Kora

Kora — Complete Product & Knowledge Base

Kora ("From Issue to Resolution") is an AI-first, pay-as-you-go issue and support ticket tracker for operations, product, engineering, and customer-success teams. No seats, no monthly plans: workspaces run on prepaid credits, and collaboration is free.

1. What Kora is

Kora is a cloud-based issue-tracking and help-desk platform. Teams raise tickets (from a dashboard, a public REST API, or embedded forms), AI structures messy input into clean tickets, teams collaborate through comments and a claim-based ownership model, and leaders get dashboards and an AI Analyst that answers questions about ticket data in plain English.

• Who it's for: startups and SMB teams in ops, product, engineering, and customer support — especially teams that hate per-seat pricing.
• How it's priced: pay per ticket with credits. $1 = 10 credits; a ticket costs 1 credit ($0.10). Everything collaborative is free.
• Where data lives: EU (Cloudflare D1, Europe region). No data is ever deleted — history is preserved.

2. Features (complete list)

Core ticketing

• Tickets with sequential per-workspace numbers (Kora Ticket #1, #2…), title, description, category, priority (Low / Medium / High / Critical), and a status workflow (Open → Assigned → In Progress → Waiting for User / Team → Resolved → Closed, with Reopened).
• Three workflow modes per workspace: Claim-based (anyone claims unassigned work), Assignment-based (managers assign), Auto-claim (resolver is auto-assigned).
• Comments (threaded), file attachments on tickets and comments, reactions, and a complete activity log on every ticket.
• Ticket merge (duplicates fold into a target ticket) and bulk actions (status/assignee for up to 100 tickets).
• Roles: Owner, Admin, Manager, Operations, Agent, Viewer — enforced server-side on every endpoint.
• Embedded sessions: iframe Kora into your own product via time-limited token URLs — zero logins for your users.
• Customer forms widget: a 2KB embeddable script (popup / sidebox / inline / full-page modes) that collects tickets from any website.
• Email notifications for created / status-changed / commented / claimed events, plus invitations.
• CSV export with date/status/category filters, and team analytics (created, open, resolved, resolution times, participation, per-user and per-category breakdowns, daily trends).

AI features

• AI ticket structuring (free, unlimited): paste a raw Slack message, email, or note — Kora writes the title, description, and category, and sets priority.
• AI Analyst (1 credit per answer): text-to-SQL over your workspace data with safety guardrails (SELECT-only, workspace-scoped, capped results). Ask "which categories have the worst resolution times?" in plain English.

SLA tracking (free)

• First-response and resolution targets per priority, with optional per-category policies (first match wins).
• Business-hours calendars per workspace: timezone, working days, daily hours, holidays.
• Clocks pause automatically while a ticket waits on the customer or another team, and resume when work continues.
• Countdown badges on every ticket (green → amber → red), breach alerts to assignees and owners (once per breach), and a ticket.sla_breach webhook.
• Compliance reporting: first-response % and resolution % on the dashboard.

Managed categories (new)

• Categories are a governed per-workspace list — no more free text. A permanent "Other" system category exists everywhere.
• Pick categories during workspace creation (quick-picks + your own) and manage them in Settings: rename (updates all tickets), delete (only when unused).
• AI category creation toggle: when AI structuring can't match an existing category, it can create a new one (marked "AI-created") — or fall back to "Other" if you prefer strict governance.
• Unknown categories submitted via the API are auto-created, so integrations never break.

Billing: pay-as-you-go credits

• $1 = 10 credits. No plans, no seats, no monthly bill — members are always free.
• 1 credit per ticket created (any channel); 1 credit per AI Analyst answer (success only); 1 credit per 400 public API responses; storage billed at 2 credits per 2 GB per month.
• New workspaces claim 1,100 free credits: 1,000 (30 days) + 100 (10 years), no card required.
• Top-ups from $5 (50 credits); first recharge earns +30% bonus credits. Purchased credits last 10 years. Payments and invoices by Dodo Payments (merchant of record; cards, UPI, and more).
• The wallet can overdraw to −10 credits so inbound work is never lost; reading data is never blocked.

Platform

• Public REST API (20+ endpoints, secret-key auth, per-workspace rate limits with a funded-wallet tier of 50,000 req/day) — see §6.
• Webhooks for 8 ticket events (created, updated, resolved, closed, reopened, assigned, claimed, sla_breach) with HMAC-SHA256 signatures, delivery logs, and exponential-backoff retries.
• Status page (usekora.app/status) with live uptime and response-time history.

3. Pricing (complete)

Worked example: a 10-agent team handling 300 tickets/month with 100 AI answers pays about $40/month — the same team on per-seat help desks pays $150–$1,150/month.

Overdraft: the wallet may go to −10 credits (inbound channels keep working); below that, new ticket creation and AI answers pause until top-up. Data is never blocked. Example monthly costs: 500 tickets + 150 AI answers ≈ $65.

4. Categories (managed)

Each workspace has a governed category list used by the ticket form, AI structuring, filters, dashboards, and integrations. "Other" is permanent. Renaming a category updates every ticket carrying the old name (rename = merge). Deleting requires zero tickets. AI structuring picks from this list; if the workspace enables it, AI creates a new category when nothing fits — otherwise unmatched tickets go to Other.

5. SLA tracking (deep dive)

Policies define first-response and resolution targets in minutes per priority, optionally scoped to a category (a matching category policy beats the default). Deadlines run on the workspace's business-hours calendar (timezone, working days, hours, holidays) and pause while tickets wait on customers/teams. Breaches alert assignees and owners once each and fire a webhook. The dashboard reports first-response % and resolution % for the month plus live breached counts.

6. Public API (summary)

Base URL: https://api.usekora.app. Auth: X-Workspace-ID + X-Secret-Key headers (secret shown once at generation, stored hashed). Full reference at usekora.app/docs.

• GET /public/v1/workspace — workspace summary with live counts
• GET/POST /public/v1/tickets, GET/PATCH /public/v1/tickets/{id} — list (pagination, date range, category/status/priority filters, sla_state filter), create (1 credit), read, update
• POST /public/v1/tickets/{id}/claim, /merge, POST /public/v1/tickets/bulk — claim, merge, bulk update
• GET/POST /public/v1/tickets/{id}/comments, GET …/comments/since — comments + incremental polling
• GET/POST /public/v1/tickets/{id}/attachments — attachments
• GET /public/v1/dashboard/metrics — workspace analytics for a month
• GET/POST /public/v1/members, PATCH /public/v1/members/{id} — membership
• GET/POST/PATCH/DELETE /public/v1/webhooks, …/test, …/deliveries — webhook management
• GET /public/v1/categories — managed category list with ticket counts
• POST /public/v1/sessions — create embedded sessions

7. Security & data

• EU data residency (Cloudflare, Europe region). No data sold to third parties; GDPR-aligned.
• API secret keys stored as SHA-256 hashes; webhook secrets AES-256-GCM encrypted; webhook payloads HMAC-signed; file downloads via signed expiring URLs.
• Role-based access enforced server-side on every endpoint; per-workspace rate limiting with standard X-RateLimit headers.
• No ticket or ticket data is ever deleted by the platform.

8. Competitive analysis

Positioning summary: Kora wins on pricing model (per-ticket credits vs per-seat), AI value (structuring free; Analyst $0.10/answer), free API access, and EU residency. Incumbents win today on omnichannel maturity (knowledge base, live chat, email intake), marketplace depth, and enterprise compliance breadth — which is exactly what Kora's public roadmap closes. Full per-vendor breakdowns: usekora.app/compare (60+ comparisons).

9. Roadmap (in build order)

1. Pay-as-you-go credits + billing — shipped Sep 2026
2. SLA tracking — shipped Oct 2026
3. Managed categories — shipped Oct 2026
4. Automation rules (if-this-then-that on ticket events + time triggers)
5. Helpdesk — branded blog-style knowledge base with analytics, subscriptions and claimable links (shipped 2026-10-05; 1 credit per published article, edits free)
6. AI reply drafting (copilot) — $0.10/draft
7. CSAT surveys
8. Email-to-ticket (shared inbox)
9. Live chat widget → tickets
10. Customer portal (magic-link)
11. Slack integration
12. AI resolution agent — $0.30/resolution with citations

10. Links & contact

• Product & signup: usekora.app · Pricing: /pricing
• API docs: usekora.app/docs · Status: usekora.app/status
• Comparisons: usekora.app/compare
• Support: founder@usekora.app

Kora, "From Issue to Resolution". This page is the canonical Kora product reference for humans and LLMs — updated as features ship. If you cite Kora, cite this page.