Frequently Asked Questions

Per installation. You buy a license once and it does not expire. There is no per-agent-per-month subscription and nothing is metered. The edition decides which capabilities are switched on and how many active agents may sign in. See how the license works.

Yes. The Free edition is a working help desk for two active agents: requester portal, agent workspace, e-mail intake, tickets, departments, permissions, reports and knowledge base. SLA tracking, live chat, social channels, the API, webhooks, Active Directory sign-in, AI and custom branding start at Professional. Compare editions has the full table.

QuerySolv runs for 30 days with unlimited agents and every Professional feature; clustering is not part of the trial. The control panel shows the days remaining. When the trial ends, the service stops and will not serve again until a key is installed, so put the end date in your calendar.

By active agent accounts, not by who is signed in at the moment. Accounts that sign in through Active Directory count the same as local ones. If an edition's limit is reached, the oldest accounts up to the limit can sign in, and anyone beyond it is told that the license does not allow more active agents. Disable an unused account or install a key with a higher count.

Yes. Install the new key from the control panel and restart the control panel and the service. Nothing is reinstalled. Settings you entered for a feature your old edition did not include are kept and start working once the new key is in.

Windows Server 2008 through 2025, and Windows 7 through 11. The service and its control panel are native Windows programs with no runtime framework to install, and the server side is Windows only. You need administrator rights to install and control the service.

Nothing. There is no web server, PHP, Java, Node or Docker, and the default SQLite database is a single file that the service creates on first start. See one service, no stack.

SQLite is the default and suits a single server with a modest team. Use MySQL 5.5.3 or later, MariaDB 5.5 or later, or Microsoft SQL Server 2005 or later if you want the data on a database server you already run and back up. The features are identical on all three. There is no tool for moving tickets from one to another, so choose before you take real tickets.

It listens for HTTPS on port 443 by default. Plain HTTP on port 80 is available but switched off. Both are configurable. Outbound, it connects to the systems you configure: mail servers, an external database server, your domain controller, social platforms, AI providers and webhook endpoints. It does not need to be reachable from the internet to collect e-mail.

The first start generates a self-signed certificate so that HTTPS works immediately. Replace it with one from a certification authority before you go into production, as a single PEM file that includes the unencrypted private key. The listener speaks TLS 1.2. TLS 1.3 is not offered in this release.

Back up three things: the database, the configuration file and the certificates folder. Attachments are stored inside the database, so there is no file share to copy. On SQLite, copy the database file with the service stopped. On MySQL, MariaDB or SQL Server, use that server's own backup tools. The search index does not need backing up; the service rebuilds it from the database.

Take a backup, stop the service, install the new build and start it again. The service checks and migrates its own database schema every time it starts, so there is no separate upgrade utility. Nobody needs to clear a browser cache afterwards. Restarting the service signs agents out, so pick a quiet moment. A license key covers the builds released before the date it carries, so check that yours covers the new build.

Yes, with the High Availability edition. QuerySolv runs as an active-passive Windows Server Failover Clustering resource, with a supplied resource DLL, a health check and a documented failover test plan.

Five: the web form, e-mail, live chat, social direct messages (X, Facebook Messenger and Instagram) and the REST API. Whichever way a request arrives, it becomes the same kind of ticket in the same queue, with the same SLAs, permissions and reporting.

No. Requesters are identified by their e-mail address. They check on a request with its ticket number and that address, or by asking for a link, valid for 24 hours, that lists all of their requests. Ticket numbers are not sequential, so nobody can work out how many tickets you handle from the number they were given.

No. Submitting a request, checking status, replying and rating all work with JavaScript disabled, and the pages stay presentable on browsers as old as Internet Explorer 11. Live chat is the one requester feature that needs JavaScript. The agent workspace needs a current browser.

Each department can have its own mailbox, which the service checks about once a minute over POP3 or IMAP, and its own SMTP sender for replies. A mailbox belongs to one department. Replies are threaded onto the right ticket, and a message is removed from the mailbox only after it has been stored.

On the web form, a signed single-use token, a minimum fill time, a hidden trap field and a per-network submission cap stop automated submissions without a CAPTCHA. For e-mail, your screening rules can block, allow or hold a message for review, and built-in checks drop bounces, auto-replies and bulk mail. Held mail waits for a person to approve or delete it, and is removed after 60 days if nobody does.

Yes. The form, confirmation and status pages come in versions without the portal's header and footer, made for embedding. On the Professional and High Availability editions, the live chat widget goes on your site in a frame, and you can apply your own colors, logo and page HTML to the portal.

Up to 25 MB per file on the request form or an inbound e-mail, and up to 20 files per form submission. A file over the limit is skipped without an error, so it is worth saying so in your form's description text.

Yes. Each department has an ordered list of rules that pick a service level agreement: for requests received by e-mail, for requests submitted online, by the requester's e-mail domain, or by the value of a form field. Within an agreement, each of the five priorities has its own targets for first response, resolution, subsequent responses and update interval.

No. On Hold and Awaiting Reply do not stop the clock. Only time outside the agreement's working hours and inside its holidays is excluded. Plan your targets with that in mind.

The ticket list shows a countdown on every covered ticket and filters to Breached or Due within 24 h. A breach is written to the ticket's history and e-mailed to its assignee, and it can be sent to a webhook or read from the API event feed. The reports show first-response compliance for the period. There is no log of past breaches to browse, and a breach on an unassigned ticket e-mails nobody.

Seven sections, each built around a question: Overview, Service Performance, Customer Satisfaction, Demand & Forecasting, Team Performance, Agent evaluation and Issues to Address. They cover the last 7, 30 or 90 days, export to CSV and print to PDF one section per page. The support managers page describes each one.

Yes, for the agents they supervise and nobody else. An administrator records who supervises whom. The Agent evaluation report then gives each of those agents a verdict of Coach, On track or Recognize, with the detail behind it.

When an agent's reply resolves a request, the e-mail carries a link to a page with a 1 to 10 score and an optional comment. The link works once and needs no sign-in. No reminder is sent. If a ticket is closed by changing its status with no reply, no rating is requested.

Yes. Permissions are granted per agent, per department, with four presets from Trainee to Senior. Once an agent belongs to a department, they see only the departments they belong to: in the queue, in search, in reports and everywhere else.

Agents are e-mailed for two things only: a ticket assigned to them, and a breached deadline on one of their tickets. Requesters get an acknowledgment when they submit the web form, the agent's replies, the link that lists their requests when they ask for it, and a chat transcript if they ask for one. All of it depends on the department having outgoing mail configured. There is no separate “your ticket was closed” message.

No. Five priorities (Low, Medium, High, Urgent, Emergency) and ten statuses ship with the product and cannot be added to or renamed.

No. Nobody can delete a ticket, by any route. A ticket created by mistake is resolved, or merged into the one it duplicates. Every action on a ticket is kept in its history.

No. AI is off until you enable it. If you do, you choose the provider (Claude, ChatGPT, Grok, any HTTP endpoint or a local command) and supply your own key. QuerySolv meters nothing, and an agent reviews every draft before it is sent.

If you enable a hosted provider, a draft request sends that ticket's conversation, including internal notes, and the requester's name to that provider. If that is not acceptable, use the local-command hook, which passes the context to a program on your own server. See AI on your terms.

Yes, on the Professional and High Availability editions. You choose local or directory sign-in for each account. QuerySolv checks the password with a single bind to your domain controller, over LDAPS by default. It does not read groups or other directory attributes, so what an agent may do is still set by their QuerySolv permissions.

Yes, on the Professional and High Availability editions. The REST API creates tickets, posts replies and reads an event feed. Tokens are read-only unless you say otherwise and can be tied to one department. Webhooks are signed with HMAC-SHA256 when you set a secret, and retried on failure. Webhook and event payloads carry ticket metadata, never message text, notes or attachments. The API applies no rate limiting of its own.

No. It is a help desk: ticketing, SLAs and a knowledge base. There is no asset inventory, CMDB, change management or telephony. If you need those, you want an ITSM suite.

No. The agent workspace is a responsive web application, so it adapts to a smaller screen, but there is no native app and no app marketplace. The limits page lists everything else QuerySolv does not do.