How ticket usage is billed
What counts as a valid ticket, how 250-ticket blocks work, and how the 5-day spam window affects your invoice.
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What counts as a valid ticket, how 250-ticket blocks work, and how the 5-day spam window affects your invoice.
What counts as a valid ticket, how 250-ticket blocks work, and how the 5-day spam window affects your invoice.
initdesk bills valid tickets, not seats and not individual replies. Dollar amounts live on Understanding initdesk pricing and the pricing page.
A ticket is one customer conversation thread. Customer replies, associate replies, internal notes, AI drafts, tags, and snoozes stay on that ticket. They do not add usage.
A ticket counts when all of these are true at the moment usage is frozen:
Closed as resolved still counts. Closed as invalid still counts. Closed as other still counts. Open tickets count. Snoozed tickets count.
Invalid is a close reason, not a billing exemption. The ticket already used your inbox, workflows, and AI.
Email, Telegram, the API, the Help Center, and any later channel (WhatsApp, Discord) all create tickets. The channel does not change the price.
Your plan includes a number of valid tickets per usage window — 500 on the current plan. Some older accounts include 100. See Settings → Subscription.
Tickets above that allowance are billed in 250-ticket blocks, rounded up:
Unused included tickets do not roll over.
We do not count a raw calendar month. Each invoice covers tickets created before the moment 5 days before your renewal.
Tickets created on or after that cutoff start the next invoice. That delay is so associates can still mark spam. Those tickets are not dropped.
Usage for the current invoice is frozen 1 day before renewal.
Example. You renew on April 15. This invoice covers tickets created before April 10. Tickets created from April 10 through renewal appear on the next invoice. You can still mark spam on the April 1–9 tickets until the freeze (April 14).
Timing FAQ: When tickets appear on your invoice.
Remaining valid tickets — including the last 5 days — are billed on the last invoice. They are not discarded.
Tickets imported from another help desk can count if they fall in an open usage window. Ask us before a large import on a paid organization.
!)Do this before usage is frozen. Bulk actions work the same way.
Closing as invalid (I) does not keep a ticket off the bill. Merge duplicate tickets if two threads are the same conversation — only the surviving ticket counts.