Frequently asked questions

Cog Helpdesk is a multi-tenant ticketing platform for IT and support teams. Create, assign, track, and resolve requests in one shared workspace.

Use Start Free Trial to create your own workspace, or Try Demo for a read-only walkthrough of the product.

A workspace is your company’s private Cog Helpdesk account. Your team signs in with the workspace slug plus email and password.

No. Self-serve signup starts a plan trial (typically Starter for 14 days) when you register. Billing applies when you renew or upgrade after the trial ends. Your trial uses that plan’s monthly ticket and agent limits—not a separate “50 tickets for trial” rule.

On the login page, choose Forgot password and enter your workspace slug and email to reset access.

After you sign in, open New Ticket, fill in the subject, description, and category, then submit. Admins and employees can raise requests depending on their role.

Open Tickets (or My Tickets) to see open, in progress, waiting, and resolved items for your workspace.

Resolvers and Admins handle assignment and resolution. Employees mainly create and follow their own requests. Viewers are read-only.

Yes, where attachments are enabled for your workspace. Files are stored in your tenant’s dedicated upload folder.

SLAs are service targets for response and resolution times. Higher plans unlock fuller SLA capabilities; Free and Starter may offer basic or limited SLA features.

Cog Helpdesk includes Admin, Resolver, Employee, and Viewer roles, each with different permissions.

Tenant Admins manage users, categories, branding (when included in the plan), and the subscription.

Yes. Admins can invite users within the agent and user limits of your plan, plus any agent add-on packs you have purchased.

Plans differ by features, agent limits, and ticket quotas. For example, Free is typically 100 tickets/month with no trial; Starter includes a 14-day trial and a higher monthly ticket quota (see Pricing). Compare Plans shows the full matrix.

We count tickets created in the current calendar month (UTC), regardless of open or closed status. Limits come from your plan plus any active ticket add-on packs. When you hit the cap, new tickets are blocked until the next UTC month, or until you upgrade or buy a ticket add-on.

New tickets are blocked until the next UTC calendar month, or until you upgrade your plan or buy a ticket add-on pack. Existing tickets stay available.

No. Ticket usage is counted for the current calendar month (UTC) and is not reset by trial end or plan renewal.

Add-ons are extra agent or ticket capacity packs. Purchase them from Subscription, or from Marketing Add-ons → Purchase. Free plan workspaces cannot buy add-ons.

Pack capacity lasts until your current plan or trial billing window ends. Unused ticket add-on capacity does not roll over after expiry.

You can still sign in, but most of the app is paywalled until a Tenant Admin renews the plan on Subscription via Razorpay (where checkout is enabled). Your tickets and settings stay stored; they are not deleted automatically. Integrations that use API keys stop working until the plan is active again.

Your workspace stays available for sign-in, but access is limited to billing and subscription until an Admin renews. Data remains in place so you can continue after payment. There is no automatic deletion when the trial ends.

Renew from Admin → Subscription. After successful Razorpay payment, your plan is active for about 30 days from renewal, the trial lock is removed, and normal app access resumes. Buying add-ons alone does not restart an expired plan.

You can keep signing in after the trial ends. Access stays limited to billing/subscription until you renew. Cog Helpdesk does not currently auto-disable login after a fixed number of days; a workspace may later be suspended or removed by the platform operator under our policies.

After trial expiry we keep your workspace data so you can renew and continue. There is currently no self-serve export or delete in the product. To request deletion or an export, contact support or your Cog Helpdesk operator; platform admins can suspend, archive, or permanently delete a workspace.

Go to Tenant Admin → Subscription to renew your plan or purchase add-ons when checkout is enabled.

Checkout uses Razorpay, including cards and other methods enabled for your account and region.

Tenant Admins can see billing history on Subscription. Platform operators can view the full billing ledger.

Yes. Each workspace is a separate tenant with its own users, tickets, and files.

Use this FAQ, Documentation, Contact Sales, or Request a live demo if you need onboarding help.