One plan, unlimited users

No. initdesk charges by monthly valid ticket volume, not by user seats. Unlimited users are included, so support, product, engineering, and ops can work from the same customer context without changing the price.

One customer conversation thread counts as one ticket. Unlimited replies in the same thread, internal notes, collaboration, AI drafts, and auto-tagging are included in that ticket. Spam is excluded. Closing as invalid still counts: it is a close reason, not a billing exemption. Merged duplicates count once (the surviving ticket).

Yes. One plan includes unlimited users, unlimited inboxes, AI drafts, auto-tagging, AI ticket summaries, sentiment analysis, help center, live chat, Linear and Jira issues, BYOD, webhooks, multilingual support, and reporting. We do not charge extra for AI. Workflows are coming soon. No hidden fees, no feature gating. If you have a feature suggestion, we'd love to hear it.

If your valid ticket volume goes above 500 in a billing cycle, that cycle is charged on the next applicable 250-ticket block. Each additional block adds $6.49/mo. For example, 501 valid tickets moves to the 750-ticket block, while tickets marked as spam are excluded before the block is calculated. Closing as invalid does not change the block. A peak month is charged in that cycle only. The next cycle goes back to your usual step.

Each organization has its own plan. If you run several brands or products, each one is billed by its own ticket volume, and every organization has unlimited users. Each organization can also pay with its own credit card.

Ticket volume is the clearest signal of support load. If customers create more conversations, your bill scales with that demand. If you add users to help answer the same volume, your bill does not change. That keeps planning simple: users, inboxes, AI drafts, auto-tagging, live chat, and help center tools stay included.

No. Unused tickets expire at the end of each billing cycle and do not roll over to the next month.

No. initdesk has a 14-day free trial, but not a permanent free plan. The trial does not require a credit card.

After the 14-day trial, if no subscription is active, your organization may move to limited access until you upgrade. You may still be able to sign in and manage billing, but actions like replying to tickets, using AI, or running integrations may be restricted. Free or trial organizations can later be deleted after the inactivity window described in our Terms of Service.

We accept credit cards, Google Pay, Apple Pay, Cash App Pay, and US bank accounts. Recurring billing is managed by Polar, which uses Stripe to process payments securely. Your payment details are handled through the checkout provider and are not stored by initdesk.

Yes. There are no long-term contracts. Cancel anytime, with no fees. Cancellation takes effect at the end of the current billing period.