Articles on: Helpdesk Settings

Service Info

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Main information about the service 👉🏽



  • Ticket. Communication with customers on all channels - email, live chat and social chat - is treated as a "ticket".


  • Used ticket. Tickets are counted as used only when support people send a response or a new email to the customer from the Help Desk system.


  • Incoming (received) tickets don't decrease ticket plan resources. If a ticket is closed without a response from an agent - it is not counted as billable.


  • If a customer writes a new email and the agent responds - it's counted as one billable ticket.


  • Once you close the ticket (email) and the customer replies to the same ticket within 3 days, the old ticket will be reopened. If the customer reaches out to you again after more than 3 days and the agent responds, a new billable ticket will be opened.


  • Live chat. One chat is counted as one ticket. Each individual conversation with a customer within a single thread is one billable ticket.


  • Auto-responses to the customers from automation workflow are not counted as billable

    For more information please visit here : Help center App


Updated on: 18/06/2024

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