Billing & trust

You pay when a ticket gets resolved. Nothing else.

Most support tools bill you for agent seats you aren't always using, or for every message in a thread. The Support Desk Manager bills exactly one way — per resolution. Here's what that means, and the two cases where you pay nothing at all.

$0.69 per resolution

Pay-as-you-go: no subscription, no monthly minimum. Higher-volume plans lower the per-resolution rate to as little as $0.45. There is no per-seat fee at any tier.

One resolution = one resolved conversation

A resolution is a reply that goes out — automatically, or with your one click — after which the customer does not write back on that conversation for 72 hours. Whether it took one message or a ten-message back-and-forth, it counts as one resolution — one charge.

Not per seat. Add operators, part-timers, or a whole overnight shift without a bigger bill. You pay for work done, not for licensed seats sitting idle.
Not per message. A long back-and-forth on the same issue is one resolution, not a charge per reply. Billing is scoped to the conversation, not to each message in it.
Only when it resolves. The meter moves only when a reply was sent AND the customer stayed quiet on that conversation for 72 hours. Drafts, the internal notes we leave in your helpdesk, unanswered tickets, a reply the customer came back on, and a reply your team rewrote (more than half changed) never bill. When your agent sends our helpdesk draft as the reply, it counts like any other sent reply.

Escalate to a human? That's $0.

When the AI hands a ticket to a person instead of answering it — an out-of-scope question, or a refund, pricing, or legal call it isn't allowed to make — no resolution is billed. The charge is tied to a resolving reply actually being sent, so a ticket that's escalated, refused, or left unanswered never meters. This isn't a courtesy in the sales deck: the billing meter only fires on the successful-send path in the code.

Reopened within 7 days? Billed once, not twice.

If a customer writes back about the same issue within 7 days and it's resolved again, that's the same resolution continued — billed once. A genuinely new issue later counts as a new resolution. The 7-day window is applied automatically: a reopened conversation is recognised as the same one and skipped, so you're never double-charged for it.

Why per-resolution is fairer than per-seat or per-message

The billing model itself decides whether your cost tracks the value you get. Compare the three shapes on their own logic — no need to quote anyone's price list:

Per-seat

You pay for licensed agents whether tickets arrive or not, so cost scales with headcount instead of work done. Seasonal spikes push you to buy seats you'll idle in the quiet months.

Per-message / per-ticket

You pay for volume of activity, so a chatty thread or a reopened ticket can bill several times for a single problem.

Per-resolution (ours)

You pay for outcomes: one resolved issue, one charge — $0 when it's escalated to a human, and never a second charge for a reopen inside 7 days.

Enforced in code, not fine print. Each guarantee above is a rule the billing code enforces on every reply — the escalation exclusion, the 72-hour no-follow-up window, the rewrite exclusion and the 7-day no-rebill window are how the meter behaves, not a promise buried in a contract.

Pricing a support tool for a rollout? Talk to us — we'll run the per-resolution math against your real ticket volume, no seat counting.