What counts as a ticket toward my monthly allowance?

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.