Frequently Asked Questions
Everything you need to know about SupportCraft AI. Can't find the answer you're looking for? Email our support team.
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 [email protected]. 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.
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