Frequently asked questions

Can I try Tikivio without a credit card?

Yes. The trial lasts 14 days, needs no credit card and comes with the capabilities of the Pro plan; only attachment storage is limited, to 2 GB, until your first payment. An account can have only one trial running at a time. When the trial ends without a subscription, your organisation continues on the Free plan with reduced limits, or switches to read-only for 30 days if your account already has an organisation on the Free plan: your data stays available and can be exported, then the closure of the organisation is scheduled and its data is deleted 30 days later, after e-mail reminders. Online payment is not open yet, so subscribing will only be possible once it is open.

Is there a free plan?

Not at sign-up: every organisation starts with the 14-day trial. When an unpaid trial ends, or at the end of the paid period after a cancellation, it continues on the Free plan, with no payment or invoice, reduced limits (detailed on the Pricing page), a “Powered by Tikivio” notice on the widget and the portal, and a message presenting Tikivio below the footer of the e-mails sent to requesters. Individual support on this plan is limited to billing, security and personal data; for everything else, this FAQ and the documentation remain available. One Free plan per account. An organisation without a sign-in or a new request for 12 months is deleted, after e-mail notices 30 days and then 7 days before, with an export of its data offered. An unpaid due date does not lead to the Free plan: the organisation becomes read-only for 30 days, with its mailboxes no longer collected, then its closure is scheduled and its data is deleted 30 days later, after e-mail reminders.

How do I contact Tikivio support?

Write to support@tikivio.com or use the “Support” button in the application, Monday to Friday from 9 am to 6 pm (Paris time), excluding public holidays. For paid plans and during the trial, our target time for a first reply is 2 business days: it is a target, not a resolution time. On the Free plan, individual support is limited to billing, security and personal data questions, with no stated time; for everything else, this FAQ and the documentation are available.

Does the price depend on the number of agents?

No. The price is a flat monthly amount per organisation, excluding VAT. Each plan sets a ceiling of active support agents: as long as you stay below it, adding an agent does not change the price.

What happens if I reach a limit of my plan?

You are warned at 80% and again at 100%, and nothing is ever charged automatically on top. Beyond the monthly volume of new requests, requests are still recorded and placed in a review queue: none is lost. For agents and mailboxes, a new addition is refused while the limit is reached.

Can my end customers see internal notes?

No. Internal notes and their attachments are for agents only: they never appear on the portal, in the widget or in the e-mails sent to requesters.

Do my end customers need to create an account?

No. They can write to your support mailbox or use the widget on your website: they confirm their address with a code sent by e-mail, or your website identifies them with a signed token, without creating an account. An account is only needed to follow requests on the portal.

Can I keep my existing support@ address?

Yes, provided your e-mail provider allows IMAP and SMTP connections with a password (or an app password). Providers that require OAuth sign-in are not supported yet.

Does Tikivio delete messages from my mailbox?

No. Tikivio fetches your mailbox every 5 minutes in read-only mode: no message is deleted, moved or marked as read.

Which languages does Tikivio support?

The interface is available in French and English, for agents and requesters alike. Automatic translation of exchanges is planned as an option per organisation, with its explicit consent; it is not enabled on the service yet.

Where is the data hosted?

On a dedicated server rented from Scaleway, in a data centre in France. Data is backed up and encrypted several times a day on that server.

Can I get my data back?

Yes. An organisation administrator can request, at any time, a zip archive in JSON or CSV format with requests, messages and settings, with or without attachments. The archive can be downloaded for 72 hours.

How do I cancel my subscription?

From your organisation’s Subscription page, at any time. Cancellation takes effect at the end of the paid period: the service stays complete until then and you can change your mind before that date.

What happens to my data if I close my organisation?

An organisation administrator requests the closure; it can be cancelled for 30 days. After that, the organisation’s data is permanently deleted. Issued invoices are kept for accounting obligations. Remember to export your data before the period ends.

Is there a public API?

Not yet. Tikivio does not offer a public API today: requests come in by e-mail, through the widget or the portal, or are entered by your agents.

Does the widget offer live chat?

No. The widget works with dated messages: the end customer sends a request, your team replies, and the reply shows up in the widget; it also arrives by e-mail once your organisation has connected a sending mailbox. There is no instant chat.

How does payment work?

Online payment is not open yet: paid plans cannot be subscribed to for the moment. The subscription invoice will be issued as soon as the payment is received; each following period will come with an invoice due no later than the start of the period; all of them will be available in your account.