FAQs

Find answers to commonly asked questions about Aidkit.

General

What is Aidkit?

Aidkit is a ticketing system designed for IT support teams. It provides an embeddable support form that lets users submit tickets with screenshots, videos, and detailed information.

What browsers are supported?

Aidkit supports all modern browsers:

• Chrome (recommended)
• Firefox
• Safari
• Edge

The screenshot and video recording features require modern browser APIs and may not work in older browsers.

Is Aidkit GDPR compliant?

Yes, Aidkit is designed with privacy in mind. User data is processed in accordance with GDPR requirements. You maintain full control over the data collected through your forms.

Integration

Can I use Aidkit with React/Next.js?

Not yet but we're working on these integrations.

Can I customize which fields appear on the form?

Yes. You can:

• Toggle built-in fields on/off in Settings > Config
• Add custom fields with various input types
• Pre-fill fields with default values
• Hide fields while still capturing data

Can I remove the Aidkit branding?

Branding removal is available on specific plans. Check your subscription details or contact us for more information.

Features

How do screenshots work?

When a user clicks the screenshot button, they're prompted to select a window or screen to capture. The screenshot is then attached to the ticket. This uses the browser's native screen capture API.

How does video recording work?

Users can record their screen along with audio narration. The recording is processed and attached to the ticket. Video recordings help users demonstrate issues that are difficult to describe in text.

What file types can users attach?

Users can attach:

• Images (PNG, JPEG, GIF, WebP)
• Videos (MP4, WebM)

Maximum file size is a total of 4MB.

Our infrastructure currently does not allow more but we're working on improving this.

Is there a limit on attachments?

There's no hard limit on the number of attachments, but total attachment size per ticket is capped at 50MB.

Tickets

How are tickets prioritized?

Tickets have four severity levels:

Users select the severity when submitting. You can also use topics to help categorize and route tickets.

Can I set up automatic responses?

Not currently, but ticket notifications are sent to team members. You can configure notification preferences in your dashboard.

How do I export ticket data?

Ticket data can be exported via the dashboard or API. Contact support for bulk export options.

Billing

What plans are available?

Visit our pricing page for current plan options and features.

Can I change plans later?

Yes, you can upgrade or downgrade your plan at any time from Settings > Billing.

What happens if I exceed my plan limits?

You'll receive a notification when approaching limits. Exceeding limits may result in reduced functionality until you upgrade or the next billing cycle.

Security

How is data encrypted?

All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption.

Where is data stored?

Data is stored in secure cloud infrastructure. Contact us for specific data residency requirements.

Can I delete user data?

Yes, you can delete individual tickets and user data through the dashboard or API. For bulk deletion requests, contact support.

Support

How do I contact support?

• Email: support@aidkit.co
• Dashboard: Use the help widget in your dashboard
• GitHub: Report issues

Is there a status page?

Yes, check status.aidkit.co for real-time status and incident reports.

Do you offer onboarding help?

Yes, we offer onboarding sessions for Pro and Enterprise plans. Contact us to schedule a session.