Frequently asked questions
Everything you need to know about SupportCraft AI. Start for free or contact support if you have another question.
- What is SupportCraft AI?
- SupportCraft AI is a cloud-based customer support help desk platform for businesses, agencies, and freelancers. It lets teams manage support tickets, collaborate with agents using internal notes, and use AI to draft faster replies — all from one web-based interface. No software installation is required.
- Is SupportCraft AI free?
- Yes. SupportCraft AI offers a Free plan with no credit card required. You get 1 agent seat, up to 50 tickets per month, email support, a customer portal, a knowledge base, and basic AI replies at no cost. Paid plans start at $9/month for the Freelancer plan.
- What are the paid plan prices?
- Paid plans are Freelancer at $9/month (or $89/year), Startup at $19/month (or $189/year), Business at $39/month (or $389/year), and Agency at $79/month (or $789/year). Annual billing saves up to 20%. All prices are in USD and you can cancel anytime.
- What AI features does SupportCraft AI include?
- SupportCraft AI uses OpenAI GPT-4o to automatically categorise incoming tickets by priority and topic, and to generate full draft replies grounded in your knowledge base. Agents click once to get a reply draft, review and edit if needed, then send in seconds. Higher-tier plans add AI ticket summaries, auto-categorisation, AI-powered knowledge search, and AI suggested responses.
- Do I need to configure email servers or SMTP?
- No. SupportCraft AI provides a managed support email address in the format slug@supportcraft.aakasa.dev. Inbound customer emails automatically create tickets, and outbound replies are sent from the same address — no SMTP configuration, MX records, or email server setup required.
- Can customers track their support tickets?
- Yes. SupportCraft AI includes a self-service customer portal where customers can submit new tickets, check the status of open tickets, reply to agents, and browse your published knowledge base. Customers log in using a magic link sent to their email — no password is required.
- How many agents can I add?
- The Free and Freelancer plans support 1 agent. Startup supports 5 agents, Business supports 15 agents, and the Agency plan supports unlimited agents. You can invite team members by email from Settings → Team, and each person is assigned a role: owner, admin, agent, or viewer.
- Does SupportCraft AI include a knowledge base?
- Yes. All plans include a knowledge base where you can publish help articles. Articles serve two purposes: customers can search and self-serve through the portal, and the AI uses your published articles as context when drafting ticket replies — making suggestions more accurate over time.
- How does the AI reply drafting feature work?
- When an agent opens a ticket, they can click the AI Generate button in the reply editor. SupportCraft AI sends the ticket content, conversation history, and relevant knowledge base articles to OpenAI GPT-4o, which returns a full draft reply. The agent reviews the draft, edits it if needed, and sends it to the customer.
- Is my data secure?
- Yes. All data is encrypted in transit using 256-bit TLS. SupportCraft AI is hosted on secure cloud infrastructure and is built with SOC 2 readiness in mind. We use OAuth 2.0 for Google Sign-In and never store passwords. We request only your name and email address from Google, and use them solely to identify your account. See our Privacy Policy for full details.