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.

initdesk bills valid tickets, not seats and not individual replies. Dollar amounts live on Understanding initdesk pricing and the pricing page.

One conversation is one ticket

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.

What makes a ticket valid

A ticket counts when all of these are true at the moment usage is frozen:

It was created in the usage window
It is not marked as spam
It is not closed as invalid
It was not merged into another ticket

Closed as resolved still counts. Closed as other still counts. Open tickets count. Snoozed tickets count.

Every channel counts the same

Email, Telegram, the API, the Help Center, and any later channel (WhatsApp, Discord) all create tickets. The channel does not change the price.

Included tickets and blocks

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:

1 ticket over = 1 block
250 tickets over = 1 block
251 tickets over = 2 blocks

Unused included tickets do not roll over.

The usage window

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 or invalid. 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.

If you cancel

Remaining valid tickets — including the last 5 days — are billed on the last invoice. They are not discarded.

Imports

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.

How to keep a ticket off the bill

Mark it spam (!), or
Close it as invalid (I)

Do this before usage is frozen. Bulk actions work the same way.

Where to check

Allowance and renewal date: Settings → Subscription
Rates: Understanding initdesk pricing

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.

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.

initdesk bills valid tickets, not seats and not individual replies. Dollar amounts live on Understanding initdesk pricing and the pricing page.

One conversation is one ticket

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.

What makes a ticket valid

A ticket counts when all of these are true at the moment usage is frozen:

It was created in the usage window
It is not marked as spam
It is not closed as invalid
It was not merged into another ticket

Closed as resolved still counts. Closed as other still counts. Open tickets count. Snoozed tickets count.

Every channel counts the same

Email, Telegram, the API, the Help Center, and any later channel (WhatsApp, Discord) all create tickets. The channel does not change the price.

Included tickets and blocks

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:

1 ticket over = 1 block
250 tickets over = 1 block
251 tickets over = 2 blocks

Unused included tickets do not roll over.

The usage window

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 or invalid. Those tickets are not dropped.

Usage for the current invoice is frozen 1 day before renewal.

Timing FAQ: When tickets appear on your invoice.

If you cancel

Remaining valid tickets — including the last 5 days — are billed on the last invoice. They are not discarded.

Imports

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.

How to keep a ticket off the bill

Mark it spam (!), or
Close it as invalid (I)

Do this before usage is frozen. Bulk actions work the same way.

Where to check

Allowance and renewal date: Settings → Subscription
Rates: Understanding initdesk pricing