Overview

Product Model

Vicket is a support operations platform with two connected surfaces:

• A public support experience for your customers
• An internal dashboard for your support team

Core hierarchy

1. Organization
2. Website
3. Team
4. Template
5. Ticket

What is created by default

When a new organization is created, Vicket initializes:

• A first website
• Default ticket statuses
• Default ticket priorities
• A free subscription

This lets you start triage immediately and then refine your setup.

Public to internal flow

1. Customer opens your support page
2. Customer selects a template and submits a ticket
3. Ticket is created with initial status and computed priority
4. Team members and admins process the ticket in the dashboard
5. Optional workflows apply automated actions

Scope boundaries

• Data is isolated by organization
• Operational settings are scoped by website
• Access is controlled by role and plan

Use websites to separate brands/products, and teams to separate ownership.

Live example

See Vicket in action: Live demo

Key differentiators

Vicket is built around principles that set it apart from traditional support tools:

• White-label on every plan — customize branding, colors, and domain regardless of subscription tier. See White-Label for configuration details.
• No per-agent pricing — add as many team members as you need without cost scaling per seat
• Multi-tenant isolation — each organization's data is fully isolated at the database level, suitable for agencies and SaaS vendors managing multiple clients
• Embeddable SDK — drop the support page directly into your product with a script tag, React component, or iframe. See Installation.

Supported use cases

Vicket is designed for teams that need branded, structured customer support:

• SaaS products — embed a support page inside your application and let customers submit tickets without leaving your product
• Digital agencies — create one organization per client, each with independent branding, templates, and team assignments
• Multi-brand companies — use multiple websites within a single organization to maintain separate support identities per brand or product line

Technology stack

Vicket runs on a modern, production-grade stack:

• Backend — Go REST API with Ent ORM for type-safe database access
• Frontend — Next.js 16 with server-side rendering and SWR for client data fetching
• Database — PostgreSQL for persistent storage
• Cache and rate limiting — Redis for session management, caching, and API rate limiting
• Infrastructure — containerized deployment with K3s orchestration in production

Getting started

To set up your first support channel:

1. Create an organization and configure your first website
2. Follow the Onboarding guide to define templates, statuses, and priorities
3. Integrate the support page into your product using the Installation guide
4. Invite your team members and assign them to teams

From there, explore Workflows for automation and Ticket Scoring for priority management.