Question 1

How do I cancel my Deskhero subscription?

Accepted Answer

To cancel your Deskhero subscription, log in to your account and navigate to the Terminate Workspace button at https://[workspace].deskhero.com/configurations/plans. Click the button and follow the confirmation email instructions.

Question 2

What is the difference between the Deskhero plans?

Accepted Answer

The plans differ in how much you can use, not in what you get. Every plan includes the same features: AI suggested answers, the AI chatbot, the public FAQ, auto-replies, SLA policies, Statistics, the topic map, multilingual conversations, the Shopify integration, SSO with Google and Microsoft, and API access. What changes between Small, Medium and Large is the allowance: new tickets per month (250, 750 or 1,750), chatbot sessions per month (500, 2,000 or 5,000), the price of additional tickets ($75, $60 or $50 per 1,000), and the fixed limits for mailboxes, knowledge base articles, scraped pages, automation rules, forms, lists, fields and groups. All plans include 36 months of ticket retention. The comparison table on the Plans page in your workspace shows the exact numbers.

Question 3

How do I upgrade my Deskhero plan?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations and open Plans under the Plans and billing section. 3) In the plan comparison table, click Upgrade under the plan you want. Your current plan is marked "Current plan". If your workspace is billed through Shopify you will be redirected to Shopify to approve the new subscription terms. To move to a paid plan you must first have billing details and a payment method on file.

Question 4

How do I downgrade my Deskhero plan?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations, then Plans under Plans and billing. 3) Click Downgrade under the lower plan you want to move to. Your new limits apply from the change, so check that your current usage fits inside them first. The monthly ticket and chatbot session allowances are prorated by the time spent on each plan during that month.

Question 5

Is there a free plan?

Accepted Answer

No. Deskhero has three paid plans: Small, Medium and Large. Every new workspace starts with a 30 day free trial on Small, and when the trial ends you choose one of the three. There is no permanently free tier to fall back to.

Question 6

Who can change our workspace's plan?

Accepted Answer

Only the workspace owner can upgrade or downgrade the plan, and this is enforced on the server as well as in the app. Admins can open the Plans page to see the workspace's monthly usage, approve additional tickets or chatbot sessions, change the retention preference and read the billing history, but they cannot change the plan. Users do not see the Plans page at all.

Question 7

Why can't I upgrade to a paid plan?

Accepted Answer

To switch to a paid plan, your workspace must first have complete billing details and a payment method on file; otherwise the change is rejected with a message that payment info must be added. Fill in your company billing details and add a card on the Billing details page (Configurations, Plans and billing), then try again. Also make sure you are signed in as the workspace owner, since only owners can change plans. Workspaces billed through Shopify do not need a card in Deskhero, because Shopify handles payment.

Question 8

Does Deskhero have a free trial?

Accepted Answer

Yes. New workspaces start on a free trial (30 days by default). While on trial, the Plans page shows your trial column labelled "SMALL (Free Trial)" together with the trial expiry date, and a "Free Trial" row shows how many trial days apply. A trial workspace includes 250 new tickets and 500 chatbot sessions per month; paid additional usage is not available until you choose a paid plan.

Question 9

What happens when my free trial expires?

Accepted Answer

The Plans page will show your trial as expired, with the expiry date ("Expired ..."). To keep using Deskhero on a full plan, open the Plans page as the workspace owner and upgrade to one of the paid plans.

Question 10

If I upgrade during my free trial, do I keep the remaining trial time?

Accepted Answer

No. When you choose a paid plan while still on trial, Deskhero asks you to confirm that you want to opt out of the free trial and upgrade your plan. Confirming ends the trial and moves your workspace onto the paid plan.

Question 11

How can I see how much of my plan's limits I have used?

Accepted Answer

Open Configurations, then Plans under the Plans and billing section (owners and admins). Click "Over-usage billing" at the top of the page to see this month's tickets and chatbot sessions: a bar shows how many you have used of the included allowance, how many additional ones you have approved, the price per additional ticket or session, and any accrued over-usage cost. For the fixed limits (mailboxes, forms, automation rules and so on) the owner's plan comparison table shows your usage next to each limit in your current plan's column, and hovering over the number displays "Used X out of Y".

Question 12

What happens when I hit a plan limit?

Accepted Answer

When your workspace reaches the maximum for an item type on your plan (for example tickets, forms, or automation rules), Deskhero blocks creating more and shows an error explaining that you reached the maximum number allowed on your plan and should upgrade or delete existing items. To continue, either upgrade to a higher plan on the Plans page or remove items you no longer need.

Question 13

Will I be warned before reaching my ticket limit?

Accepted Answer

Yes. Deskhero emails the workspace owners and admins when ticket usage reaches 90% of the plan limit, again at 95%, and when the limit is exceeded. Currently these advance-warning emails are sent for the ticket limit.

Question 14

Where can I compare what each Deskhero plan includes?

Accepted Answer

The Plans page inside Deskhero (under Configurations) shows a full comparison table for the Small, Medium and Large plans, organized in the same sections as the website: key features (tickets per month, chatbot sessions per month, mailboxes, knowledge bases, scraped pages, SLA policies, Statistics), "AI & self-service", "Integrations", and "More features". Rows with numeric limits show your current usage, so you can see how close you are to each limit before deciding to upgrade. The public pricing page at deskhero.com/pricing shows the same plans together with the price of additional tickets and sessions and the included retention.

Question 15

How many chat-bot sessions are included in my plan?

Accepted Answer

Each plan includes a monthly allowance of AI chatbot sessions: 500 per month on Small, 2,000 on Medium, and 5,000 on Large. The allowance resets on the first day of each calendar month (UTC). If you need more, an owner or admin can approve additional sessions on the Plans page under "Over-usage billing"; additional sessions cost $10 per 1,000, billed per session, on every plan.

Question 16

Can I extend my plan's limits with add-ons?

Accepted Answer

Yes. For tickets and chatbot sessions you no longer need an add-on: every paid plan can approve additional tickets and sessions on the Plans page under "Over-usage billing", and you pay only for what you use ($75, $60 or $50 per 1,000 additional tickets depending on the plan, and $10 per 1,000 additional chatbot sessions). Extra capacity for other limits is available on all paid plans and is arranged with the Deskhero team: additional mailboxes ($10 per month each), scraped pages ($50 per month per additional 1,000), Shopify product sync ($50 per month per additional 1,000), list entries ($5 per month per additional 1,000) and forms ($1 per month each). Contact support@deskhero.com to add them.

Question 17

How many tickets are included in my Deskhero plan each month?

Accepted Answer

Small includes 250 new tickets per calendar month, Medium 750 and Large 1,750. The allowance counts new tickets accepted during the month (UTC), resets on the first day of each month and does not roll over. If you need more, an owner or admin can approve additional tickets on the Plans page under "Over-usage billing"; they cost $75 per 1,000 on Small, $60 on Medium and $50 on Large, billed per ticket. Trial workspaces include 250 tickets per month without paid additional usage.

Question 18

What counts as a ticket toward my monthly allowance?

Accepted Answer

A new support ticket accepted by Deskhero during the month, whichever way it arrives: email, a form, the API, a ticket created by a user, or an import. Imported tickets count in the month Deskhero receives them, not the date inside the imported ticket. Replies, internal notes and other updates to an existing ticket never count as another ticket, and neither does a ticket merged into another one. A chatbot conversation counts as a chatbot session, and only becomes a ticket if the visitor hands it over as a support ticket, in which case it counts in the month of the handover. Deleting a ticket does not remove usage already recorded.

Question 19

Do unused tickets or chatbot sessions roll over to the next month?

Accepted Answer

No. Both allowances reset at 00:00 UTC on the first day of each calendar month, and unused tickets or sessions are not carried forward. If you change plan during a month, the included allowances are prorated by the time spent on each plan.

Question 20

How much do additional tickets and chatbot sessions cost?

Accepted Answer

Additional tickets cost $75 per 1,000 on Small, $60 per 1,000 on Medium and $50 per 1,000 on Large, which is $0.075, $0.06 and $0.05 per ticket. Additional chatbot sessions cost $10 per 1,000 ($0.01 per session) on every plan. You are billed per ticket or per session for what you actually use above the included allowance, never in blocks of 1,000, and only up to the maximum you approved. Prices are shown before tax; the Plans page shows the exact rate for your workspace.

Question 21

How do I approve additional tickets or chatbot sessions (over-usage billing)?

Accepted Answer

1) Sign in as an owner or admin and go to Configurations, then Plans. 2) Click "Over-usage billing" at the top of the page. 3) Pick the Tickets or Chatbot sessions tab. 4) Enter the maximum number of additional tickets or sessions you allow per month; the approval sentence shows the price per unit and the maximum monthly cost. 5) Click "Save overage approval". The approval applies every month until you change it, so approving once in advance is enough to make sure nothing pauses. Raising the number releases held tickets immediately. Approvals are only available on paid plans and are recorded, with who approved and when, in the billing history.

Question 22

What does the "Over-usage billing: Off / On" button on the Plans page mean?

Accepted Answer

It shows whether your workspace has approved any additional tickets or chatbot sessions beyond the monthly allowance. "Off" means nothing above the included allowance has been approved, so no additional usage can be charged. "On" means an owner or admin has approved a maximum number of additional tickets or sessions and Deskhero can bill for usage up to that maximum. Click the button to see this month's usage and change the approval.

Question 23

Can I lower or turn off my over-usage approval?

Accepted Answer

Yes, at any time, from the Plans page under "Over-usage billing": enter a lower maximum, or 0 to turn paid additional usage off, and save. The change applies immediately. Additional tickets or sessions already used remain payable, but no further paid usage is allowed above the new maximum. If the price per ticket or session ever increases, your existing approval does not cover the higher rate and Deskhero asks you to approve again.

Question 24

How long does Deskhero keep my tickets?

Accepted Answer

Every plan includes 36 months of ticket retention, and this is the default retention preference for your workspace. You can choose a shorter period free of charge, or a longer period of up to 120 months on a paid plan for $1 per 1,000 tickets stored beyond the included 36 months, per month. The setting is on the Plans page under the Retention button. Automatic deletion under the retention preference is not active yet; Deskhero will announce it, with notice and the option to export your data, before it starts. This is separate from the 14-day recovery window for tickets you delete yourself.

Question 25

How do I change my workspace's retention period?

Accepted Answer

1) Sign in as an owner or admin and go to Configurations, then Plans. 2) Click the "Retention" button at the top of the page; it shows your current period in months. 3) Enter the number of months you want. A shorter period than the included 36 months costs nothing. For a longer period, Deskhero shows the rate, how many tickets currently fall in the extended period and the estimated monthly cost, and asks you to approve the recurring charge. 4) Click "Save retention preference". The change is recorded in the billing history.

Question 26

How much does extended retention cost?

Accepted Answer

$1 per 1,000 tickets stored beyond the included 36 months, per month, on any paid plan; the rate is the same on Small, Medium and Large. The charge is based on the average daily number of qualifying tickets across the calendar month (UTC) and appears as its own row on the invoice. A ticket's age is measured from its latest creation, reply or status change, and only tickets older than the included period and inside your chosen period count, so the amount changes as your archive grows. The Plans page shows an estimate before you approve.

Question 27

Does choosing a shorter retention period delete tickets right away?

Accepted Answer

No. Automatic deletion under the retention preference is not active in this release. Choosing a shorter period saves your preference for the future rollout of retention deletion and costs nothing. Before automatic deletion starts, Deskhero will communicate the timeline and give you the opportunity to export your data. Tickets you delete yourself still follow the existing 14-day recovery window.

Question 28

Does the free trial include tickets and chatbot sessions?

Accepted Answer

Yes. A trial workspace includes 250 new tickets and 500 chatbot sessions per calendar month, the same as the Small plan. Paid additional usage cannot be approved on a trial; to go beyond the allowance, choose a paid plan on the Plans page.

Question 29

Why does Deskhero suggest that another plan would be cheaper?

Accepted Answer

When your recorded monthly volume, including additional tickets and chatbot sessions, would cost less on a different plan, the Plans page shows a note with that plan and the approximate monthly saving before tax. It compares full months and ignores mid-month plan-change proration. It is only a suggestion; the owner decides whether to change plan.

Question 30

Which plan limits reset every month?

Accepted Answer

Two limits are monthly allowances: new tickets (250, 750 or 1,750 per month) and chatbot sessions (500, 2,000 or 5,000 per month). Both reset on the first day of each calendar month (UTC), and you can approve additional usage above them. Every other limit on the plan comparison table, such as mailboxes, knowledge base articles, scraped pages, automation rules, forms, lists, custom fields, groups and synced Shopify products, is a fixed maximum for your plan.

Plans and limits

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