Question 1

Can the bot speak my server's language?

Accepted Answer

Yes, on every plan. Pick one of 45 starter language packs in Settings → Localization and every button, embed label, notice and DM the bot sends switches to that language. Every string stays editable, so you can reword anything or translate into a language without a pack.
Pro adds AI that replies to members in their own language and translates what they write for your staff.

Question 2

Is Ticket Tool free to use?

Accepted Answer

Yes. The Free plan includes core ticketing with limits on categories, panels, active flows, and knowledge base articles, a good fit for small communities getting started. Current limits are listed on the pricing page.
Need more than the basics? Community removes the hard limits, and Pro adds branding removal, advanced analytics, and API access.

Question 3

What's the difference between Free and Community plans?

Accepted Answer

The Free plan includes basic ticketing features with limits on categories, panels, and flows, great for small communities getting started.
The Community plan removes these limits and adds unlimited flows and knowledge base articles, the public web knowledge base, the Request Rating flow node, Roblox account lookups through Bloxlink, and priority support.
It fits growing communities that need more flexibility.

Question 4

Can I use Ticket Tool for multiple servers?

Accepted Answer

Yes. You can add Ticket Tool to multiple servers. The Free tier works on all servers at no cost.
For premium features, you have two options:
Per-server plans: Subscribe individually for each server (Community or Pro)
Organization plans: Manage multiple servers under one subscription with centralized billing and team management
With an active Organization plan, member servers receive the server tier that plan provides. Team supports metered extra servers; Enterprise offers custom volume pricing.

Question 5

What happens if I cancel my subscription?

Accepted Answer

If you cancel, your server automatically reverts to the Free tier at the end of your current billing period, so you keep premium features until then.
All your data (tickets, transcripts, settings) is preserved, premium features are simply disabled, and you can resubscribe any time to restore them.

Question 6

Do your prices include tax?

Accepted Answer

Yes. The price you see is the price you pay. Where GST, VAT or a similar sales tax applies to your purchase, it is already included in that price, and your receipt shows how much of it is tax.
Whether tax applies depends on where you are, so the tax portion can differ between customers even though the price does not.

Question 7

Do you offer refunds?

Accepted Answer

New customers get a 14-day satisfaction guarantee on their first paid subscription. If it isn't the right fit, contact support within 14 days of your initial purchase for a full refund, as long as the service hasn't been substantially used.
After that window, and on renewals, subscriptions are non-refundable, but you can cancel anytime to stop future charges. One exception: when a server with its own paid plan joins an organization whose plan covers it, that plan is canceled and the unused time is refunded to the card that paid.

Question 8

Can I upgrade or downgrade my plan?

Accepted Answer

Yes, you can change plans any time from the dashboard.
Upgrades take effect immediately with prorated billing. Downgrades take effect at the end of your current billing period, and you keep premium features until then.

Question 9

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards through Stripe, our secure payment processor. Card details are handled by Stripe, we never store them.
Enterprise customers can also request invoicing for annual payments.

Question 10

Which plans include AI tokens?

Accepted Answer

Every plan comes with a monthly AI token allowance that resets on the 1st of each month. Free has a small one, enough to try the in-ticket Assist tools (draft replies and summaries). Community has more, and Pro and organization plans have the most. Tokens are spent whenever an AI feature runs.
An organization plan shares one pool across all of its servers, while a standalone server has its own allowance. AI that replies to tickets on its own and AI nodes inside flows are Pro features: on Free and Community a person always asks for the AI reply.
Want to try it first? A small or test server (5 or fewer members) can self-assign a developer license and gets a one-time grant of free AI test tokens.

Question 11

What if I need more AI tokens than my plan includes?

Accepted Answer

You can top up any time. Open the AI usage card on the Billing page, press Top up, and choose the amount. The price scales with the amount, so larger top-ups get a better per-token rate.
Purchased tokens never expire and are only spent after your monthly allowance runs out, so nothing is wasted. A top-up adds to the shared pool for an organization, or to that server's balance for a standalone Pro server.
On Pro you can also bring your own provider key for uncapped usage billed directly by the provider, or reach out for advanced pricing and alternate model options.

Question 12

Can I try Pro features and AI for free?

Accepted Answer

Yes, in two ways. Pro comes with a free trial for a server that has never had a paid plan, once per server and once per person, and the trial length is shown on the pricing page. You add a card to start and are not charged until the trial ends.
For building and testing, a small server can also use a free developer license, with no card required.
Who qualifies: a server with 5 or fewer members, not counting bots. Only the server owner can assign it, and each Discord account can hold one developer license at a time.
How to enable it: open the server's Billing page in the dashboard and self-assign the developer license. It activates instantly with no approval step.
What you get: Pro features such as the AI and API flow nodes, REST API access with fewer tokens and a lower request limit than Pro, plus a one-time grant of free AI test tokens so you can try them and the in-ticket AI Assist. Branding removal, the custom knowledge base domain, and Pro's longer retention and higher limits are not included.
The license is meant for development and evaluation. When you take the server live, or it grows past the member limit, move it onto a paid plan to keep the Pro features and a recurring AI token allowance. When the license ends, because you remove it or the server grows past the member limit, the server goes back to Free limits, and anything above them is switched off until it moves onto a paid plan.

Question 13

What's included in the Organization plans?

Accepted Answer

Organization plans (Team and Enterprise) let you manage multiple Discord servers under one subscription with centralized billing and team member management.
What your servers get: All servers in your organization automatically receive Pro-level features including unlimited limits, branding removal, advanced analytics, and unlimited webhook/API/AI nodes.
Team access: choose, per person, whether someone in your organization stays on the organization's own pages or gets the Support Staff, Manager or Admin dashboard role on every server in it, even servers they haven't joined on Discord.
How tiers differ: Team includes everything you need to run several communities, with full REST API access, a multi-server dashboard, and centralized billing, scaling from 3 servers with metered pricing. Enterprise adds custom bot tokens for complete white-labeling, SSO, and a dedicated SLA for large networks.
Shared ticket viewer: Your servers' support staff don't need a seat. Anyone with a ticket role on one of your servers can open the organization's Tickets and Transcripts, and sees only the servers and categories their roles cover.
Additional server pricing is shown on the pricing page from the current tier configuration. Enterprise uses custom volume pricing.

Question 14

What's the difference between server subscriptions and Organization plans?

Accepted Answer

We offer two types of subscriptions:
Server subscriptions (Community, Pro): subscribe individually for each Discord server. Each server gets its own tier and features; for example, Community gives that one server unlimited limits and basic premium features.
Organization plans (Team, Enterprise): manage multiple servers under one subscription. Every server automatically receives the server tier that plan provides. Team includes API access and a multi-server dashboard with metered extra-server pricing; Enterprise adds custom bot tokens (white-label), SSO, and a dedicated SLA.
Organization plans become more cost-effective as you add servers, with centralized billing, team management, and current extra-server pricing shown on the pricing page.

Question 15

What are the key features of Pro compared to Community?

Accepted Answer

Pro includes everything in Community, plus:
Branding & Customization: Custom embed colors, footer and logo, a branded reply identity, removal of the "Powered by Ticket Tool" footer from your public knowledge base, and custom KB domains
Advanced Analytics, CSAT & SLA: Detailed analytics with custom date ranges and export, plus CSAT trends, staff attribution, and SLA tracking for first response and resolution targets
Webhook and API Request nodes: Send data to external services and fetch data from external APIs in your flows
AI & Automation: AI nodes for intelligent ticket routing and automated responses
Data Retention: Unlimited data retention for transcripts and analytics

Question 16

Is there a free trial?

Accepted Answer

Yes. Pro comes with a 30-day free trial for any server that's never had a paid plan. You add a card to start, and you won't be charged until the trial ends. Cancel anytime before then from your server's Billing page.

Free for the basics. Fair as you grow.

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Free

Community

Pro

Everything in Pro

Every plan, side by side

Running more than one server?

Team

Enterprise

Questions about plans

Start free in under two minutes

Every plan, side by side

Questions about plans