1. Who we are
Ticketagent is the service operated under the ticketagent.ai domain. You can reach us at [email protected] for any question about these terms.
2. Accounts and workspaces
You create an account with a work email address that you confirm with a code we send to it. The account opens a workspace for your organization. You are responsible for the people you invite, for keeping sign-in details private, and for the activity in your workspace. You must be able to act on behalf of the organization that uses the workspace.
3. Plans, seats and billing
Ticketagent is sold as a subscription per agent seat, billed monthly or yearly, on the plans described on the pricing page. A seat is needed for every person who replies to tickets or works the queue.
- Subscriptions renew automatically at the end of each billing period until cancelled.
- Seats added during a billing period are charged pro rata to the end of that period.
- Each plan includes a monthly volume of AI auto-resolutions pooled across the workspace. The volume renews each billing month and does not carry over.
- Prices are in US dollars and exclude taxes that apply in your location.
- We may change prices for future billing periods and will tell you by email at least 30 days before a change takes effect.
4. Demo
The interactive demo on the website lets anyone run the AI agent on a limited number of messages without an account. It is a one-time trial of the product, not a plan, and it may be limited per session and per network.
5. Cancellation
You can cancel at any time from your account settings or by writing to [email protected]. Monthly plans end at the end of the current month and yearly plans at the end of the paid year. Payments already made are not refunded, except where the law requires it. After the subscription ends you have 30 days to export your data, after which we delete it.
6. Your data
Tickets, customer records, attachments and knowledge base articles you put into Ticketagent belong to you. You give us permission to store and process them only to provide the service to you. We handle personal data as described in the Privacy policy. You are responsible for having the right to share the data you bring in, including your customers' messages.
7. AI features
The AI agent classifies tickets, drafts replies and, where you allow it, resolves tickets on your behalf using your knowledge base and approved replies. You decide which intents it may resolve and at what confidence. AI output can be wrong, so you remain responsible for the replies sent from your workspace and for reviewing the settings that allow automatic replies. Your ticket data is not used to train shared models.
8. Acceptable use
You may not use Ticketagent to send unsolicited bulk email, to store or distribute unlawful content, to attempt to break into the service or other accounts, to overload the service, or to resell it without our written agreement. We may suspend a workspace that breaks these rules and will tell you why.
9. Availability and changes
We work to keep Ticketagent available at all times and announce scheduled maintenance in advance where we can. Uptime commitments exist only where written into an Enterprise contract. We improve the product continuously and may change features, as long as a change does not materially reduce what your current plan includes during your paid period.
10. Liability
Ticketagent is provided as is. To the extent the law allows, we are not liable for indirect or consequential losses, and our total liability for any claim is limited to the amount you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.
11. Changes to these terms
We may update these terms. For material changes we email the workspace owner at least 30 days in advance. Continuing to use the service after the change takes effect means you accept the updated terms.
12. Contact
Questions about these terms go to [email protected].