Question 1

What counts as an auto-resolved ticket?

Accepted Answer

A ticket is auto-resolved when TR-AI posts a reply that meets your confidence threshold and the ticket is not reopened (and no near-identical ticket arrives from the customer) within 72 hours. Tickets triaged to a human agent or held for review are never counted as auto-resolved. Your price doesn't depend on it: every plan is a flat monthly fee — the auto-resolved count is the success metric shown in your dashboard.

Question 2

What happens if I exceed my daily ticket limit?

Accepted Answer

Your plan's limit (Starter 200, Bronze 300, Growth Pro 500) counts new inbound tickets TR-AI processes per day, from 00:00 to 24:00 UTC. Follow-up messages on a ticket TR-AI already handled don't count. Once the limit is reached, further new tickets that day are left untouched in your help desk for your agents — TR-AI posts nothing on them — and the limit resets at midnight UTC. You're never charged overages. The account owner gets an email at 80% and at 100% of the limit, and you can upgrade at any time from the dashboard.

Question 3

Can I change plans mid-cycle?

Accepted Answer

Yes. Upgrade, downgrade or switch between monthly and annual billing at any time from Billing → Manage billing in your dashboard. Changes take effect immediately and are prorated on your next invoice; higher limits and extra features apply as soon as you upgrade. If you cancel, your plan stays active until the end of the period you've paid for.

Question 4

What happens if I downgrade?

Accepted Answer

Features above your new plan are switched off immediately — for example release-feed ingest, churn alerts, spike detection, smart routing, smart triage and quality scoring below Bronze, or SSO, the enforced MFA policy, your own encryption key and configurable retention below Growth Pro. A downgrade never deletes data by itself: your settings are kept and come back if you upgrade again. From then on the normal daily retention job applies your new plan's retention period (Starter 90 days, Bronze 12 months), so data older than that is removed at the next run. If SSO was enforced, your team can sign in with email and password again — the account owner is emailed when this happens. Data encrypted with your own key stays readable; new data uses the platform key.

Question 5

What happens to tickets TR-AI can't resolve?

Accepted Answer

Any ticket that falls below your confidence threshold is routed immediately to a human agent in your existing helpdesk queue — with full context attached. Your team handles them exactly as they would today. There are no per-ticket charges on any plan.

Question 6

Is there a free trial?

Accepted Answer

Yes. Every plan starts with a 7-day free trial with no credit card required. During the trial you get everything in Growth Pro — up to 500 tickets per day, unlimited knowledge sources, every integration, 24 months of ticket history, unlimited Simulation Lab runs, SSO and every advanced feature — so you can connect your helpdesk, index your knowledge base and process live tickets. Choose a plan any time from your dashboard; if you subscribe with more than two days of trial left, the first charge happens when the trial ends.

Question 7

How long does onboarding take?

Accepted Answer

Most teams are processing live tickets within 48 hours of signing up. Dedicated onboarding is included in every plan: helpdesk webhook setup, knowledge base indexing, confidence threshold configuration and a live test run on your ticket queue in assisted mode, where every AI reply waits for your approval. Support after go-live is by email on Starter, priority support on Bronze, and a dedicated manager with an SLA on Growth Pro.

Question 8

Which integrations are included in each plan?

Accepted Answer

Starter includes Zendesk and Freshdesk. Bronze includes all 8 help desk integrations — Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, Zoho Desk, ServiceNow and Jira Service Management — plus Slack alerts. Growth Pro adds custom connectors (outbound webhooks). Our REST API, inbound email and Confluence and Notion as knowledge sources (within your source limit) work on every plan.

Question 9

What's included in every plan?

Accepted Answer

Every plan gets the same answer quality: all five answer sources (your knowledge base, ticket history, web search, release notes and product knowledge) in 30+ languages, custom confidence thresholds including per-category thresholds, assisted review mode, triage fallback with full context, the REST API, dedicated onboarding and team roles with no per-seat fees. Plans differ in volume (tickets per day, knowledge sources, ticket history, KB auto-sync frequency, Simulation Lab runs, API rate limit) and in the advanced features listed in the comparison table.

Question 10

How do the ticket history, KB sync and Simulation Lab limits work?

Accepted Answer

TR-AI imports and learns from resolved tickets up to 6 months back on Starter, 12 months on Bronze and 24 months on Growth Pro; resolved tickets keep being learned from as they come in. Your knowledge base is re-checked for changes weekly on Starter, daily on Bronze and every 6 hours on Growth Pro (you can choose a slower interval). Simulation Lab runs count per calendar month (UTC): 1 on Starter, 4 on Bronze and unlimited on Growth Pro.

Question 11

How long is data kept?

Accepted Answer

Ticket data and audit logs are kept for 90 days on Starter and 12 months on Bronze. On Growth Pro you choose the retention period, from 1 to 84 months (default 24). Imported ticket history is kept for at least your plan's history window so TR-AI can keep learning from it. Erasure requests and account deletion take effect immediately on every plan.

Question 12

Do you offer discounts for annual billing?

Accepted Answer

Yes. Annual billing saves 20% compared to monthly billing on every plan — Starter $2,400/mo, Bronze $2,800/mo and Growth Pro $3,200/mo, billed annually.

Feature	Starter	Bronze	Growth Pro
Volume & knowledge
New tickets processed per day	200	300	500
Knowledge sources (website URLs, Confluence, Notion, SharePoint / OneDrive, Google Drive, Guru, Document360, product domain)	1 source	3 sources	Unlimited
Ticket history learned from	6 months	12 months	24 months
KB auto-sync	Weekly	Daily	Every 6 hours
Answer quality (every plan)
Automated ticket resolution with triage fallback to human agents
All five answer sources incl. web search, 30+ languages
Custom confidence threshold (incl. per-category thresholds)
AI Assistant draft mode (assisted review)
KB gap & staleness detection, source-conflict detection
API access
Help desks & integrations
Help desks	Zendesk, Freshdesk	All 8 + Slack alerts	All 8 + custom connectors (outbound webhooks)
Zendesk & Freshdesk
Intercom, HubSpot, Salesforce, Zoho Desk, ServiceNow & Jira Service Management
Slack alerts
Custom connectors (outbound webhooks)
Advanced intelligence
Simulation Lab	1 run/month	4 runs/month	Unlimited
Release feed + product-UI crawler + UI drift (screenshot) checks
Churn alerts, spike detection, smart routing
Smart triage: intent, sentiment & details written into help-desk fields
AI quality scoring of AI and human replies
Procedures: multi-step actions with Shopify, Stripe, Jira, Loop, Recharge, Skio, WooCommerce, BigCommerce, Chargebee, Paddle & Recurly (MCP servers on Growth Pro)
Website chat widget with live agent takeover & hand-off tickets in all 8 help desks
SMS & WhatsApp (your Twilio account), Facebook Messenger, Instagram DMs, Slack and Microsoft Teams
Proactive messages: notify affected customers about incidents, check in on quiet conversations
Known issues: matching tickets get a "we are on it" reply and an automatic update when it is fixed
Known-issue auto-detection from spikes, the AI analyst and repeated failing tickets
Phone voice agent on your Twilio number, with SMS links & voicemail transcripts (Twilio fees billed by Twilio)
AI-drafted procedures from a description, past tickets or your SOP documents
Brand voice: tone, words to use and avoid, greeting & sign-off
Multiple brands, each with its own voice and knowledge sources
Live A/B experiments of engine settings with auto-stop guardrails
Supervisor guardrail before auto-send and audit-log streaming to your SIEM
AI analyst: ask your data in plain English, hourly monitor with suggested fixes, digest e-mails
MCP server: use TR-AI from Claude, ChatGPT, Cursor and other AI tools
Copilot browser extension (Chrome / Edge) for every help desk
Replies to Facebook & Instagram post comments (draft or automatic)
Reviews agent: drafted replies to Google & Trustpilot reviews
Workforce planning: 14-day human workload forecast & staffing suggestion
Your support answers inside ChatGPT (customer-facing app)
Regression tests & settings version history
Simulated customers: AI test conversations with graded checks
Staged releases: test, roll out by topic, publish and roll back setting changes
Screenshot understanding in tickets
Live translation and agent assist (plan, replies, field values) in the copilot
One-click publishing of drafted articles to your help center
Decision trace for every ticket, AI-agent detection
Several support e-mail inboxes, IT helpdesk mode, industry template packs
Predicted CSAT for every conversation
Shopping assistant: product recommendations, cart links & discount codes in chat
Revenue agent: lead qualification & scoring, meeting booking on Google/Microsoft calendars, retention offers before cancel, hosted payment links
Topic insights, estimated CSAT & automate-next recommendations
Security, compliance & support
SSO/SAML, enforced MFA policy, own encryption key (KMS / per-tenant key)
Team roles (no per-seat fees)
Audit log & data retention	90 days (fixed)	12 months (fixed)	Configurable (up to 84 months)
API rate limit	60/min	120/min	600/min
Dedicated onboarding
Support	Email	Priority	Dedicated manager + SLA

Simple pricing. No per-seat fees. Ever.

Everything you need to compare plans

Pricing questions answered

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