What counts as a ticket, and what does not

Billing by ticket only works if it is clear what a ticket is. Otherwise every line of correspondence counts, and one stubborn case with eight messages costs as much as eight customers.

One case, not one message

A ticket is a customer request. If the same person writes three times in the same case because they are adding something, that stays one ticket. If they open a new matter two weeks later, that is a second one.

Something else that does not count: messages we never write a reply for. Newsletter bounces, out-of-office notices and spam pass through classification and get closed without an agent working on them. If we do nothing, we bill nothing.

What this means for your plan

Each plan comes with a monthly allowance, 100 on Starter, 500 on Growth, 1000 on Scale. Beyond that you pay per ticket, from 0.49 euro depending on the plan. Every feature is in every plan, so you choose the volume and not the feature set.

The trial runs 14 days and has no ticket limit. That used to be different, and it was the wrong call. A cap that bites mid-trial cuts the automation off exactly when someone is checking whether it works.