What counts as a billable ticket or automated interaction?

Gorgias’s helpdesk and AI Agent subscriptions, including Voice and SMS add-ons, are charged based on usage.

In this article, we explain how we determine what counts as a billable events for our different subscriptions and add-ons.

Billable tickets

Your base Helpdesk subscription is charged according to the number of billable tickets you use.

A ticket that you receive through Email, Chat or another integrated channel is considered billable if a human agent, a Rule or AI Agent responds to the customer.

Additional messages in the ticket conversation are not considered additional billable tickets. Only the ticket as a whole is considered billable once it receives a response, regardless of how many messages are sent back and forth.

If an agent forwards an email ticket out of Gorgias or creates and sends a new ticket to a customer, this will be considered a billable ticket, even if the customer doesn't respond.

If a customer interacts with a Chat campaign and receives an automated message in response, this is considered a billable ticket — even if a human agent does not respond.

Illustration of email communication showing which tickets are billable

A new ticket is created if a customer responds to an existing ticket thread after a period of inactivity. The new ticket is considered billable if a human agent, Rule or AI Agent responds. The period of inactivity differs by channel (3 days for Chat tickets, 10 days for Email).

What doesn’t count as a billable ticket?

When there is no response to the ticket — whether from a person, Rule or AI Agent
When changes are made to the ticket without replying to the customer — for example, someone adds or changes the assignee, adds a tag or leaves an internal note
If you reply to a comment directly on Facebook or Instagram, instead of from the ticket in your helpdesk.
- Direct replies to messages you receive on Facebook or Instagram show “Gorgias bot” as a sender, rather than the name of the agent.

Automated interactions

Your AI Agent subscription is charged according to the number of customer interactions you automate.

An automated interaction is any ticket that is resolved without the involvement of a human agent. You can achieve an automated interaction with AI Agent or another automation feature like Flows, Order Management or Article Recommendations.

A ticket is only considered automated if the customer does not have to interact with a human agent within 72 hours of receiving an automated resolution. If a customer does respond within 72 hours but only to say “thank you” — or something similar that doesn’t require a resolution — the ticket will still be considered an automated interaction.

During the 72-hour window, Gorgias verifies and de-duplicates each interaction to ensure accuracy.

You will be billed for each automated interaction according to your subscription. Automated interactions are charged in addition to billable helpdesk tickets.

What doesn’t count as an automated interaction?

If a customer responds within 72 hours of an automated response to speak with a human agent
If AI Agent hands over a ticket to your team of human agents to answer

Voice tickets

Your Voice add-on is charged according to the number of Voice tickets you use.

The ticket becomes a Voice ticket when at least one phone call takes place between the customer and your team. Once a ticket becomes a Voice ticket, you can have multiple calls at no extra charge, except if the ticket is the result of a merge between 2 billable voice tickets. In this case, both Voice tickets still count as billable.

A ticket is considered a billable Voice ticket if it includes any of the following events:

Inbound call picked up by an agent
Inbound call, IVR Voicemail left
Outbound call picked up by a customer or where the agent reaches the customer voicemail

IVR tickets are considered billable if the customer leaves a voicemail through the IVR (only occurs outside business hours) or forwards the call to an external number, while IVR tickets in which calls are forwarded to a Gorgias phone number will only be charged once.

Voice tickets where a shopper only left a voicemail and there was no follow up made on your end, are counted towards your Voice Add-on ticket amount.

Inbound calls received by the same customer after a 3-day window, will create a new billable Voice ticket and will be counted towards your Voice Add-on ticket amount.

Voice Add-on 101

SMS tickets

Your SMS add-on is charged according to the number of SMS tickets you use.

A ticket is considered a billable SMS ticket if it has an outbound message sent from an agent or a Rule through Gorgias.

Once a ticket becomes an SMS ticket, you can continue the correspondence at no extra charge, since we're not charging per message sent, but per ticket.

SMS add-on 101

FAQs

Are Voice and SMS tickets counted towards my helpdesk billable ticket limit?

No. Voice and SMS tickets do not count toward your monthly balance of billable helpdesk tickets. Voice and SMS tickets have their own separate monthly ticket balances included in your purchase of either add-on.

Learn what counts as a Voice or SMS ticket.

What counts as a billable ticket or automated interaction?Updated a day ago