The ticket has an internal note only, but no public reply to the customer.
If no one replied to the customer in the ticket using other channels - for example, email.
Changes to the ticket were made without replying to the customer - for example, the ticket assignee was added or changed, a tag was added or removed from the ticket, etc.
Voice and SMS tickets are not counted towards your monthly/annual plan of helpdesk tickets, they have a separate ticket count
How are integrations counted?
Integrations in Gorgias are the tools you use within your e-commerce store. For example, if you have 2 Shopify stores integrated into Gorgias and each store is utilizing chat, a support email address, and each has a social media account integrated, then this would mean you have a total of 8 integrations: 2 Shopify integrations, 2 chat integrations, 2 email integrations, and 2 social media integrations.
I'm paying through Shopify. What is the $10,000 approved usage limit on my receipt?
This is a standard payment term for pay-per-use services through Shopify. It shows the cap on payments debited for this particular app through your Shopify account. The charges are specified by your plan + overages if applicable. You can also track your usage by going to Settings → Billing and Usage.
How to retry failed payments?
It might happen that the system cannot take the payment for one of your invoices automatically, for example because the card has expired. In this case, you will have to update your payment method in the "Payment method" section on the Billing & Usage setting page, and then please click on the "Retry payment" button of the invoice you want to pay.
If the payment succeeds, your subscription will be reactivated and you will be all set.
If the payment needs to be confirmed, you will be redirected to a secure page where you will have to enter a code sent by your bank on your phone to confirm this payment. Once the confirmation has been received by your bank, the payment will be authorized and your subscription will be reactivated.
If the payment fails, a notification including the reason why it failed will be displayed. According to the error message, you will be able to know what to change and try again.
How to confirm payments of unpaid invoices?
Since September 14th 2019, new requirements for authenticating online payments have been introduced in Europe as part of the second Payment Services Directive (PSD2) to reduce fraud and make online payments more secure.
When a payment needs to be confirmed, we will send you an email with instructions to proceed. Via this email you will be able to access a secure web page where you will have to enter a code that your bank sent you on your phone.
Reminders for payments requiring confirmation will be sent to the email set in the Billing & Usage -> Billing details section.
You can also confirm payments directly from the Payment history section on the Billing & Usage page by clicking on the "Confirm payment" button.
Are Voice and SMS tickets counted towards my ticket limit?
No. Voice and SMS tickets are not counted towards the Help Desk ticket limit, but are being allocated to their dedicated Voice and SMS limits instead.
What will happen if I merge Voice/SMS tickets, will they all be billable?
Voice/SMS billable ticket merging should not affect the total billable ticket count: - If a billable Voice/SMS ticket is merged with a non-billable Voice/SMS ticket and vice-versa, they should be counted as a single voice/SMS billable ticket.
- If a billable Voice ticket is merged with a billable SMS ticket, they should count as a 1 billable voice ticket and 1 billable SMS ticket.
Tickets with multiple phone calls should only be counted as a single billable phone ticket.
Lastly, keep in mind that if a ticket contains a billable help desk event (like an email being sent) and at least one of the Voice and one the SMS events mentioned above, it can be counted as 1 billable Helpdesk ticket, 1 billable Voice ticket, and 1 billable SMS ticket.
If you have any billing-related questions or concerns, please reach out to [email protected].