How do I keep track of the customer response count?Updated 2 years ago
TRACK YOUR TICKETS ON THE DASHBOARD HOMEPAGE
What is a Billable Ticket?
A billable ticket is any ticket that elicits a response, whether from one of our agents or as a result of an automated rule. This means that tickets created by our agents, as well as messages sent through a Gorgias chat campaign, are counted as billable tickets.
How is a Billable Ticket Counted?
One key thing to remember is that the number of messages within a ticket does not affect its "billability". Whether an agent exchanges one message or a hundred messages within a single ticket, it's counted as only one billable ticket. This applies whether the interaction is initiated by us or is a response to a customer's message.
The Self-Service Chat Feature
For our self-service chat feature, a ticket becomes billable when an agent responds to a conversation initiated by a customer.
Please note that tickets generated exclusively through the 'Track an Order' option do not qualify as billable tickets.