# GoPimi — Full Content for LLMs

> GoPimi is an API-first ticket management platform with a unified inbox. It offers 157 REST API endpoints, webhooks with 15 event types, an email-to-ticket pipeline, multi-workspace isolation, and inbound email automations.

This file is a condensed, extractable reference for large language models. For interactive documentation, see https://gopimi.com/docs/.

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## What is GoPimi?

GoPimi is a modern, developer-friendly support platform where every operation is an API call. Unlike traditional helpdesks that bolt on APIs as an afterthought, GoPimi was designed API-first from day one. Every feature in the dashboard has a corresponding REST endpoint, which makes the product fully automatable and straightforward to integrate with external tools, AI agents, and custom workflows.

The platform is operated via:
- A Nuxt 3 single-page dashboard for day-to-day use.
- A Laravel 12 REST API for all programmatic access.
- Mailgun-based inbound and outbound email.
- Redis-backed Horizon queues for background jobs.

The product is hosted at https://gopimi.com. Users sign up at https://app.gopimi.com/register and get a 14-day free trial on any plan.

## Three Workflows

GoPimi ships three independent workflows. Each can be enabled or disabled per workspace.

1. **Tickets** — Structured support with status (open, in_progress, pending, closed), priority, agent assignment, SLA tracking, and immutable activity log. Best for formal support operations.
2. **Shared Inbox** — Team conversations visible to every member of a workspace, routed to a shared address like info@ or support@. Best for inquiries that do not need formal ticket tracking.
3. **Personal Inbox** — Private, user-scoped conversations. When a workspace email is assigned to a specific user, inbound mail lands only in that user's inbox. Best for individual contributors receiving email at a company address.

Each workspace email has a `purpose` field (`ticket` or `inbox`) and an optional `user_id`. Inbound mail is routed by recipient purpose — fresh ticket emails create Ticket records, fresh inbox emails create Conversation records, and replies are threaded via Message-ID and In-Reply-To headers.

## Core Features

- **157 REST API endpoints** — every operation in the dashboard has a matching API call.
- **Personal access tokens** via Laravel Sanctum for API authentication.
- **Interactive OpenAPI 3.1 documentation** at https://gopimi.com/docs/api-reference/, auto-generated via Scramble and rendered with Scalar.
- **Webhooks** — 15 event types covering ticket, conversation, contact, and SLA lifecycle. Payloads are HMAC-SHA256 signed. Retries use exponential backoff and every delivery attempt is logged with status and response body.
- **Email pipeline** — Mailgun inbound webhooks create and update tickets or conversations. Supports custom email domains with DKIM, Reply-To headers, CC on outbound and inbound, forwarding addresses (no MX changes required), and subdomain domain matching (e.g., mg.example.com).
- **Inbound email automations** — trigger-action rules that fire on ticket_created and conversation_created events. Conditions include from_email (equals or domain), subject_contains, body_contains. Actions include add_tag, assign_agent, and send_response (templated auto-reply). Rules run in priority order with optional stop_on_match. A 60-minute per-recipient cooldown prevents auto-reply loops. Matches are logged to the activity timeline.
- **Multi-workspace isolation** — users belong to multiple workspaces via a pivot with roles (owner, member). Most API resources are scoped under /api/v1/workspaces/{id}/.
- **SLA policies** — configurable first-response and resolution deadlines, per-priority, with breach detection and notifications.
- **Contact management** — contacts grouped into organizations with 7 custom field types (text, number, date, select, boolean, url, email).
- **Canned responses** — with template variables (contact.name, ticket.subject, workspace.name, and others) resolved client-side.
- **Bulk actions** — multi-select assign, unassign, close, reopen, trash, mark spam across all list pages.
- **Resource quotas** — plan-based limits on workspaces, team members, emails, domains, contacts, and storage. Per-workspace overrides available.
- **Email notifications** — 5 types with per-workspace user preferences and HMAC unsubscribe links.
- **Drafts** — auto-saved draft replies on tickets and conversations, cross-device via API.
- **Shadow DOM email rendering** — inbound HTML emails (including newsletters with `<style>` blocks) render correctly without CSS leaking into the dashboard.

## Pricing

All plans include a 14-day free trial and are billed via Paddle.

- **Lite — $9/month** — 1 workspace, 2 team members, 20 emails, 5 email domains, 50 contacts, 200MB storage.
- **Pro — $29/month** — 2 workspaces, 5 team members, 40 emails, 10 email domains, 100 contacts, 500MB storage. Adds SLA policies.
- **Business — $79/month** — 3 workspaces, 20 team members, 100 emails, 25 email domains, 500 contacts, 2GB storage.

Higher-tier plans are available by contacting sales.

## Guides Summary

### Email Pipeline
Inbound email is delivered to Mailgun, webhooked into a Laravel queue job, parsed, deduplicated against same-workspace sender/recipient pairs (echo-loop prevention scoped to one workspace), and routed by recipient purpose. Replies are matched by In-Reply-To headers against existing ticket or conversation messages. Outbound email is sent via Mailgun with Message-ID, In-Reply-To, and References headers for proper threading. Attachments are downloaded and stored. CID inline images are stripped from body and served through the attachment system.

### Inbound Email Automations
Rules are workspace-scoped and owner-only. Each rule has an event (ticket_created or conversation_created), a set of conditions (ANDed), and a set of actions. String comparisons are case-insensitive and body is HTML-stripped before matching. The send_response action resolves a sendable WorkspaceEmail by purpose (ticket or inbox), stores it as the message's from_email, and is bypassed by a 60-minute per-recipient cooldown. Automated messages are flagged is_automated=true, which relaxes the outbound jobs' user-sender gate so the auto-reply actually ships. Dry-run testing is available via POST /automations/{id}/test.

### Webhooks
Each webhook subscribes to one or more of 15 event types. The endpoint receives a POST with a JSON payload and an X-GoPimi-Signature header (HMAC-SHA256 of the body using the webhook's secret). Failed deliveries retry with exponential backoff up to 5 attempts. All attempts are recorded in webhook_deliveries with status, HTTP code, and response body.

### Workspaces & Teams
Users belong to multiple workspaces via the workspace_user pivot, which stores role_in_workspace (owner or member) and JSON notification preferences. Owners can manage settings, billing, members, SLA, and webhooks. Members can create and respond to tickets, manage contacts and tags, and participate in shared and personal inboxes.

### Contacts & Custom Fields
Contacts belong to a workspace and optionally to an organization. Custom fields are workspace-scoped definitions with 7 type options. Values are stored polymorphically on a contact_custom_field_values table with a JSON value column.

### SLA Policies
SLA policies define first-response and resolution deadlines per priority level. A denormalized ticket_sla record tracks per-ticket breach status, deadlines, and last calculation time. A scheduled job evaluates tickets and fires breach notifications and webhooks.

### WordPress Plugin
A companion WordPress plugin allows WordPress sites to send outbound mail through the user's GoPimi workspace and embed a ticket submission form. The plugin is distributed separately.

## Comparison with Traditional Helpdesks

GoPimi differs from Zendesk, Freshdesk, Help Scout, and similar platforms in a few specific ways:

- **API is the product, not an afterthought.** Every surface is exposed programmatically, including bulk actions, quota reads, workspace management, and automation CRUD.
- **Multi-workspace isolation is first-class.** One account can run isolated support operations for multiple brands, products, or clients, rather than needing separate vendor accounts.
- **Three purpose-distinct workflows in one product.** Tickets, shared inbox, and personal inbox coexist without feature overlap — no need to glue a shared-inbox tool (like Front or Missive) to a ticketing tool (like Zendesk).
- **Forwarding without MX changes.** Users can keep their existing mail provider and forward only support mail into GoPimi via a per-email forwarding address.
- **Auto-generated OpenAPI 3.1 documentation.** The documentation is derived from actual controller signatures and form requests, so it does not drift from the implementation.

## FAQ

**Is GoPimi free?**
GoPimi has a 14-day free trial on all plans. Paid plans start at $9/month.

**Can I use my own domain?**
Yes. Custom email domains are supported with DNS verification, or via forwarding without changing MX records.

**How is this different from Zendesk?**
GoPimi is API-first — every feature has an API endpoint, the dashboard is intentionally lightweight, and automation is expected rather than an add-on.

**Does it support webhooks?**
Yes. 15 event types, HMAC-signed payloads, retry with exponential backoff.

**Is there an AI or automation system?**
Yes. Inbound email automations are built in (rules with conditions and actions including auto-reply). For AI-agent integration, see the webhooks and REST API — both are designed for external agents to triage, tag, and respond.

## External Links

- Product site: https://gopimi.com
- Dashboard / sign-up: https://app.gopimi.com
- API documentation: https://gopimi.com/docs/api-reference/
- Blog: https://gopimi.com/blog/
- Changelog: https://gopimi.com/changelog/
- Contact: hello@gopimi.com