Kora Helpdesk

What can I do for free in Kora?

Members, comments, AI structuring, SLA, automation, categories, the whole helpdesk reading experience, webhooks, API docs, CSV export — free. Credits only fund creation.

Where is my data stored?

Tickets and metadata live in Cloudflare D1 in the EU; files in Cloudflare R2 with signed, expiring URLs. Secrets are encrypted at rest.

How do I authenticate API requests?

Send X-Workspace-ID and X-Secret-Key headers with your workspace credentials from Settings → API Access. Rotate the key any time.

How do I add the help widget to my site?

Same widget, help mode: window.kora = { workspace: 'your-link', mode: 'help' } — readers search and read your helpdesk right in the widget.

How do I embed the ticket form?

Create an embedded session via the API, then drop the widget script on any page — popup, sidebox, inline, or full-page redirect, themeable to match your site.

What is AI ticket structuring?

Paste a messy raw message and AI proposes a clean title, category, and priority in one click. Free and unlimited on every workspace.

What does the AI Analyst do?

Ask questions about your tickets in plain English — "top categories this month", "slowest resolutions" — and get answers with charts. 1 credit per answer.

Where do I find invoices?

Settings → Billing → Invoices lists every top-up with a downloadable invoice PDF, denominated in the settlement currency.

How do I top up credits?

Settings → Billing → pick or enter an amount (from $5) — checkout is card-based, credits land instantly, and your first recharge earns +30% bonus credits.

How am I billed for storage?

Files (ticket attachments and helpdesk media) bill at 2 credits per 2 GB per month — any fraction of a block counts as one block, zero usage never bills.

How do credits work?

Credits are Kora's currency: $1 buys 10. You spend them on creation — tickets, AI answers, published articles, API usage, storage. Members and everything read-only are free.

What do article analytics tell me?

Visitors, pageviews, referrers, top articles, helpful-vote ratios, and on-site searches — including zero-result queries, your content backlog.

How do I brand my helpdesk?

Helpdesk → Settings → Branding: accent color, separate light/dark text and background colors, and title + body fonts. Default is clean monochrome.

How do I claim a custom helpdesk link?

Helpdesk → Settings → Your link: claim up to 5 custom links (letters + numbers, 3–30 chars). The newest is primary; every old link keeps working.

How do I publish my first article?

Dashboard → Helpdesk → New article. Write in the Notion-style editor ("/" for blocks), then click Publish — 1 credit, once per article. Edits are free.

What is dry-run and why use it?

Dry-run executes a rule against your last 20 tickets without side effects — no comments, emails, webhooks, or AI calls. Always dry-run before enabling.

Which triggers and actions are available?

12 triggers (created, status/priority/assignee changed, comment added, SLA breached, no-response-for-N-hours…) and 7 actions (priority, status, assign, comment, webhook, email, AI re-structure).

How do I create an automation rule?

Settings → Automation → New rule: pick a trigger, add conditions, choose actions. Dry-run it against real tickets before enabling. Free on every workspace.

How do I let AI create categories?

Settings → Categories → toggle "Let AI create categories". When on, AI structuring invents and saves a new category when nothing fits; when off, it files to "Other".

How do ticket categories work?

Categories are a managed list per workspace. Rename cascades to every ticket; delete is blocked while in use; "Other" is the permanent fallback.

What happens when an SLA is breached?

Once per clock: the ticket is flagged breached (permanently), the assignee and owners are emailed, an activity entry is written, and webhooks + automations fire.

How do business hours affect SLA clocks?

Set your timezone, working ranges per day, and holidays. Clocks only tick during working hours; outside them, deadlines freeze and carry over.

How do I set SLA policies?

Settings → SLA: create a policy with first-response and resolution targets per priority, optionally scoped to a category. Free on every workspace.

What happens when a ticket is resolved or closed?

Resolved means fixed and awaiting confirmation; Closed is terminal. Resolved tickets auto-close after a delay you configure (or never).