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

Competitor figures are list prices from each vendor's own pricing page on the date shown; "Not compared" means we have not verified it. Prices change, so check the vendor before you buy.

Positioning summary: Kora's difference is the pricing model: per-ticket credits instead of per-seat plans, with members, SLA tracking, automation and AI ticket structuring included. Incumbents offer email-to-ticket, live chat and larger marketplaces today, which are on Kora's public roadmap. Full per-vendor breakdowns: usekora.app/compare (nine comparisons)

9. Roadmap

Shipped recently:

• Pay-as-you-go credits and billing (September 2026)
• SLA tracking, free on every workspace (October 2026)
• Managed categories (October 2026)
• Help center: branded, blog-style knowledge base with analytics, subscriptions and claimable links; 1 credit per published article, edits free (October 2026)
• Automation rules: if-this-then-that on ticket events and time triggers, with dry run; free (October 2026)
• Customer portal with emailed sign-in links, plus workspace branding (October 2026)

Shipped 2026-10-27: Kora AI (reply drafting and the resolution agent). In the pipeline, in priority order (no dates; priorities can change; last updated 2026-10-28; live version at usekora.app/roadmap):

1. Email-to-ticket (shared inbox)
2. Slack integration
3. CSAT surveys
4. MCP server so any LLM assistant can work with your Kora tickets
5. Customer portal custom domains and SSO
6. Live chat widget to tickets

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.