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Main information about the service

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