Frequently Asked Questions

Head to the registration page, enter a work email and password, and confirm the email we send you. From there we'll ask for a workspace name and a time zone, and you're in.

The first three users are free, and we don't ask for a card to start.

A basic workspace takes about ten minutes to set up. Give it a name, invite your team, and connect a support inbox if you want emails to arrive as tickets.

Automation rules, SLA policies, custom ticket types, and AI settings can be configured later.

There is no one-click importer yet. Export tickets from the other system as CSV, then map its columns to Fesk fields. We can help with the mapping. Custom fields, comment threads, and attachments require some planning.

Many teams start new work in Fesk and leave the old system read-only during the transition. Tell us which system you use if you want help planning the move.

It's a kanban board. Tickets are cards, and each card sits in one of four lanes: Open, Work in Progress, Waiting, or Closed. Drag a card to a different lane and the status updates.

If those names don't fit how your team thinks about work, an admin can rename and reorder the lanes in Settings → Board.

Every rule is three things: a trigger (something happened), optional conditions (and only if these are true), and one or more actions (then do this).

A concrete one: when a Critical ticket is created, assign it to the on-call lead. Another: when a ticket has been idle for two weeks, close it automatically with an internal note.

The full list of triggers and actions lives in the automation docs.

You set response and resolution targets per priority. Fesk tracks each ticket against them and warns you when a deadline is close.

SLA timers respect your configured business hours, so a ticket that arrives at 5pm Friday doesn't burn through its budget over the weekend. You can run different policies for different ticket types or customers (for example, customers on your premium support offering can get tighter targets than your public inbox).

Breaches show up on the ticket card, on the dashboard, and in the historical reports.

Suggest Reply drafts a response from the ticket, its conversation history, and relevant published knowledge-base articles for an agent to review. Autonomous mode can close stale tickets or reply to common questions under rules you define.

Autonomous mode unlocks in stages: 14 days on Assist before Semi, then 7 days on Semi before Full. The audit queue records every autonomous action, and the kill switch stops actions in progress.

See the AI documentation for configuration details.

Ready-made connectors for Slack, GitHub, Jira, and similar services are still limited. Fesk provides outgoing webhooks, a full REST API, and sign-in through Google Workspace or Microsoft 365.

If you need a connector for a specific tool, tell us. Customer requests help set the integration roadmap.

Up to three active users per billing period are free. The free plan includes all product features, unlimited tickets, and API access. You can start without a payment card.

Once four or more users are active in a billing period, all active users in that period are billed at $5 per active user per month. AI usage is billed separately at $2 per 10,000 tokens. The pricing page has a calculator.

Yes. You can add or remove users and change support or AI settings from billing settings. Users who have already been active remain fully billable for the current billing period even if they are removed or the user limit is reduced mid-cycle. The billing effect of other changes is shown before confirmation.

These changes do not require contacting sales or support.

Cancel from billing settings. The cancellation takes effect at the end of the period you have already paid for.

Your workspace remains available until then so you can export your data. We retain the data for another 30 days, then delete it.

For more than 200 users or more than 1,000,000 AI tokens per month, we offer custom terms, annual pricing, and volume discounts.

Contact sales for a quote.

There is no native iOS or Android app yet. The web app supports phone-sized screens, including the board, ticket details, and replies.

Contact us if a native app is a requirement for your team.

The current and previous major versions of Chrome, Firefox, Safari, and Edge. Older browsers may work but we don't test against them. Internet Explorer is not supported.

Yes, on every plan, including free. JSON, API-key auth, full read and write on tickets and the resources around them. There are also outgoing webhooks if you'd rather be pushed than poll.

Requests are rate-limited per API key with a sliding window. If you hit the limit you'll get a 429 with a hint at when to retry. The full reference is at /api.

Reports export as CSV, and tickets are available through the REST API for custom exports or backups.

Enterprise customers can request a complete workspace export, including audit logs and configuration.

IMAP for receiving, SMTP for sending. You add the credentials in Settings → Email Accounts, we test the connection, and incoming messages start showing up as tickets within a minute or two. Gmail and Microsoft 365 work via OAuth, no app passwords needed.

For deliverability on outbound replies, set up SPF, DKIM, and DMARC on your domain. We surface alignment warnings in settings if something's off so you don't find out from a customer's spam folder.

Data is encrypted in transit (TLS 1.2 or higher) and at rest. Actions are scoped to a workspace, user roles control access, and production access is restricted and audited.

The security page explains logging, access controls, and incident response in detail.

For suggested replies and autonomous actions, the AI processes ticket content and your workspace's knowledge base. It cannot access other workspaces. AI processing uses a model operated by Fesk; ticket and knowledge-base data is not transferred to the model developer or used to train AI models.

Admins can disable AI for the workspace. The kill switch in settings stops autonomous actions already in progress.

Fesk provides features and contractual safeguards that support GDPR-compliant use, including a Data Processing Agreement, tools for access and deletion requests, and technical and organizational security measures. Each workspace operator remains responsible for the lawfulness of its processing and its use of Fesk. Where required, third-country transfers rely on appropriate safeguards such as Standard Contractual Clauses or an adequacy decision.

You choose a deployment region during registration, and primary workspace data is stored in that region. Limited processing by processors in other countries may still occur. See the GDPR page and Privacy Policy for details.

OAuth-based SSO through Google Workspace and Microsoft 365 is included on every plan. SAML 2.0 is not currently available. Contact us if SAML is a procurement requirement.

Workspace roles and audit logs apply to every sign-in method.

Every plan includes the documentation, this FAQ, and email support with a 24–48 hour response target.

Business support costs an additional $49 per month and has a 4–8 hour email response target. Enterprise support includes a named contact, custom response targets, and onboarding help. Support level changes are available in billing settings.

The public documentation covers self-service setup. Business and Enterprise customers can also book a setup call.

Enterprise customers can request remote or on-site training for larger rollouts, custom workflows, or migrations.

The status page shows the current health of Fesk services.

Contact support if your issue does not appear there.