Frequently Asked Questions

GoPimi is an API-first ticket management platform. It provides a comprehensive REST API for managing support tickets, contacts, conversations, and more. Every operation available in the dashboard is also available through the API, making it ideal for teams that want to automate their support workflows.

GoPimi is API-first. While traditional helpdesks are UI-first with APIs bolted on, GoPimi treats the API as the product. Every feature is designed to be automated and integrated, with a lightweight dashboard for operations. If you want full programmatic control over your support pipeline, GoPimi is built for that.

GoPimi is built for developers and teams that want to integrate support into their product or workflow. It's ideal for:

• SaaS companies that want to automate ticket handling
• Dev agencies managing support for multiple clients
• Startups that need a programmable helpdesk
• MSPs and freelancers managing multiple workspaces

GoPimi is currently in pre-launch. Join the waitlist to be notified when we open access. Early waitlist members will get priority onboarding.

The backend is built with Laravel 12 (PHP 8.3), MariaDB, and Redis, running in Docker with Horizon for queue processing. The frontend is a Nuxt 3 SPA with Vue 3, Pinia, and Tailwind CSS. The email pipeline uses Mailgun with webhook-based processing and background jobs.

GoPimi has three plans: Lite ($9/mo) for individuals and small teams, Pro ($29/mo) for growing teams with custom domains and SLA policies, and Business ($79/mo) for larger organizations with the highest resource limits. All plans include full API access. See pricing for details.

We don't currently offer a free plan. We may introduce free trials on all plans in the future. Join the waitlist to be notified of any changes to our pricing model.

Each plan has limits on the number of workspaces, tickets, contacts, team members, emails, domains, tags, canned responses, and SLA policies you can create. When you reach a limit, the API returns a 429 error. You can monitor your usage through the workspace overview page or the usage API endpoint.

Yes. You can change your plan at any time. Upgrades take effect immediately with higher limits. Downgrades apply at the next billing cycle — your existing data is preserved, but you won't be able to create new resources beyond the lower limits.

Tickets are the core of GoPimi. Each ticket has a subject, description, status (open, in progress, pending, resolved, closed), priority (low, medium, high, urgent), and can be assigned to an agent. Tickets support email messages, internal notes, file attachments, tags, CC recipients, and an activity log that tracks all changes.

Tickets are for structured support workflows — they have status, priority, agent assignment, SLA tracking, and a full activity log. The shared inbox is for general email conversations that don't need the full ticket lifecycle. Each workspace email is configured with a purpose (ticket or inbox) that determines where inbound messages are routed.

Yes. Each workspace has its own set of tags with custom names and colors. You can assign multiple tags to a ticket and filter tickets by tag. Tags are managed per workspace and don't overlap between workspaces.

Canned responses are pre-written reply templates that agents can quickly insert when composing ticket replies. Each workspace has its own library of canned responses, searchable by name. They help your team respond faster and more consistently.

You can create SLA policies per priority level (e.g., high priority = 1 hour first response, 4 hour resolution). GoPimi tracks first response and resolution times against these targets. When a ticket breaches its SLA, the assigned agent and workspace members receive email notifications. SLA policies are available on Pro and Business plans.

Inbound emails are automatically checked for spam using Mailgun's spam detection (X-Mailgun-Sflag header). You can also manually mark tickets and conversations as spam, block specific sender email addresses, and bulk-delete all spam. Spam items are separated into dedicated spam views so they don't clutter your main queues.

When an email arrives at your GoPimi email address, it's received via a Mailgun webhook, processed in a background job, and routed based on the email's purpose setting. Ticket emails create new tickets (or add to existing ones via threading). The sender becomes a contact, CC recipients are tracked, and attachments are saved automatically.

Yes. GoPimi implements proper email threading using Message-ID, In-Reply-To, and References headers. When a customer replies to an email, it's automatically matched to the correct ticket or conversation using the In-Reply-To header, with a subject-line fallback for tickets.

Yes, on Pro and Business plans. You can add custom domains via the Mailgun integration, configure DNS records, verify the domain, and create email addresses on it. Each workspace can have multiple custom domain emails active simultaneously alongside the default platform email.

Email forwarding lets you route emails from your existing email provider to GoPimi without changing your MX records. GoPimi generates a unique forwarding address for each email you set up. You configure your email provider (Gmail, Outlook, etc.) to forward to that address. GoPimi detects the original sender from the email headers so tickets are created under the right contact.

Yes. You can attach files to ticket messages, conversation messages, and inline compose. Inbound email attachments are automatically downloaded and stored. The upload-first pattern means files are uploaded independently and then linked to a message, which works cleanly for both UI uploads and inbound email attachments.

GoPimi tracks CC recipients per message (not per ticket). When composing a reply, you can edit the To and CC fields. Reply All pre-populates CC from the previous message. All CC recipients are included in outbound emails. This works for both tickets and shared inbox conversations.

A workspace is an isolated environment for managing support. Each workspace has its own tickets, contacts, organizations, conversations, tags, emails, domains, and settings. One user account can belong to multiple workspaces, and you can switch between them from the dashboard.

Absolutely. GoPimi's multi-workspace model lets you run isolated support operations for each brand, product, or client from a single account. Each workspace has its own email addresses, contacts, and settings — completely separated from other workspaces.

Each workspace has two roles: Owner (full access including member management, workspace settings, SLA policies, and destructive operations like permanent delete) and Member (can manage tickets, contacts, organizations, tags, and canned responses, but cannot access workspace configuration).

GoPimi sends email notifications for 5 event types: ticket assigned, ticket reply (inbound), new conversation message, ticket status changed, and SLA breach. Each team member can toggle these on/off per workspace from their notification preferences page. Every notification email includes a one-click unsubscribe link.

GoPimi uses Laravel Sanctum bearer token authentication. You can get a token by logging in via the API or by creating a personal access token in the dashboard. Include the token in the Authorization: Bearer {token} header on all API requests.

GoPimi has 118+ REST API endpoints covering authentication, account management, workspaces, tickets (CRUD, messages, tags, activities, spam, trash, bulk actions), conversations (CRUD, messages, spam, trash, bulk actions), contacts, organizations, emails, domains, tags, canned responses, SLA policies, attachments, notification preferences, and more.

Authenticated API endpoints are rate-limited to 60 requests per minute. Authentication endpoints (login, register) are limited to 5 requests per minute. Rate-limited responses return HTTP 429 with a Retry-After header.

Yes. All list endpoints support pagination (?page=, ?per_page=) and search (?search=). Tickets have additional filters: ?status=, ?priority=, ?agent_id=, ?contact_id=, ?tag=, ?date_from=, ?date_to=. You can eager-load related data with ?with=contact,agent,tags.

A webhook system for outbound event notifications is on our roadmap. Currently, the inbound email pipeline uses Mailgun webhooks to receive emails. For real-time integration in the meantime, you can poll list endpoints or use the notification preference API.

Absolutely — that's what GoPimi is designed for. The API covers every operation: create tickets, send replies, manage contacts, assign agents, track SLA, handle spam, upload files, and more. You can build a custom portal, embed support in your product, or automate your entire pipeline.

GoPimi uses encrypted connections (HTTPS/TLS), bcrypt-hashed passwords, token-based authentication with rate limiting, input sanitization (XSS prevention with DOMPurify, SQL injection prevention via Eloquent ORM), and workspace-level data isolation. Background jobs retry with exponential backoff on failure.

Yes. All data is scoped to the workspace level. Users can only access data within workspaces they belong to. The API enforces workspace membership on every request via middleware. There is no cross-workspace data leakage.

Yes. You can soft-delete tickets, conversations, and messages (moved to trash, restorable). Workspace owners can permanently delete items from trash. You can also delete your entire account. See our Privacy Policy for data retention details.