Help desk FAQ
Straight answers to the questions support leads, IT leads and finance ask before they move their help desk. If yours is not here, write to [email protected].
About the product
Ticketagent is help desk software with a built-in AI agent: one shared inbox for every channel, ticket routing, SLA timers, a knowledge base and an AI agent that drafts replies and resolves routine tickets on its own.
Email, a web form widget, a live chat widget (Team and up) and a REST API for tickets created from your own product.
Yes. You forward your existing address to your Ticketagent inbox, and replies go out from that same address.
Yes. Teams run access requests, hardware issues and software installs with categories and an SLA per request type. See IT help desk software.
Yes, on Business: up to 5 brands, each with its own help center and support address.
About the AI agent
Read the full AI customer service agent page.
A ticket the AI agent answers and closes on its own, without a person sending the reply. Drafts that an agent reviews and sends never count.
It hands the ticket to a person with a two-line summary and a suggested draft. You set the confidence threshold and the intents it may close alone.
The agent answers from your knowledge base and your approved replies. Your ticket data is not used to train shared models.
Yes. Every draft shows the knowledge base article it used, and every auto-resolution is logged with its confidence score.
Yes, for one intent or for the whole workspace. The agent keeps drafting replies for your team.
About SLAs and routing
Each SLA policy has its own business hours, time zone and holiday calendar. Clocks pause outside those hours and while a ticket waits on the customer.
It moves to the Breaching view, the assignee gets a warning, and when the clock runs out the ticket escalates to a lead.
By routing rules you define, then round-robin or load-balanced assignment inside the team. Every routed ticket shows the rule that fired. See help desk automation.
About pricing and billing
Yes. The demo on the homepage shows how the agent classifies, routes and drafts a reply for a message you choose. Plans start at $29 per agent per month.
Starter is $29, Team $59 and Business $99 per agent per month, or $24, $49 and $82 per agent per month billed yearly. Enterprise is priced with our team. See help desk software pricing.
No. Every plan includes a pooled monthly volume of AI auto-resolutions: 50, 150 or 400 per seat. There are no credit packs.
A seat added mid-cycle is charged pro rata for the rest of the billing period, and the pooled AI volume grows with it.
Yes. Monthly plans stop at the end of the current month, yearly plans at the end of the paid year, and you can export your data before you go.
About moving your help desk
Yes. You bring tickets, customers and knowledge base articles over from your current help desk or a CSV export, and run both side by side while your team switches. The Zendesk alternative page walks through the steps.
A small team connects its address, writes a few articles and turns on AI drafts in an afternoon. Larger teams add rules and SLA policies over the first weeks.
About security
SAML single sign-on is part of the Business plan. Enterprise adds SCIM user provisioning.
Yes, on the Enterprise plan. More on the help desk security page.
Still deciding?
Run the agent on one of your own customer messages and see what it does.