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If you’re in the market for helpdesk software for eCommerce, you’ve undoubtedly seen the word “ticket” on every website you’ve browsed. Some brands mention unlimited tickets (while charging expensive per-user fees). Meanwhile, a quick glance over Replyco’s website will tell you that we offer affordable ticket-based pricing, along with unlimited users and unlimited integrations for every plan level. 

But what does this all mean? What exactly is a ticket? Why is ticket-based pricing more budget-friendly; and what actually counts as a ticket? 

Helpdesk Software for eCommerce & Tickets Defined

Let’s begin with the basic definition of tickets as they pertain to helpdesk software. For starters, helpdesk software for eCommerce enables sellers to consolidate the messaging from all their selling channels and platforms into a single inbox. 

This means users no longer need to log in to their email, website, Amazon, eBay, Linnworks and other accounts individually to view and respond to customer inquiries. Instead, you can simply sign in to a single system and take care of every facet of your customer service from one place. 

When a customer sends you a message and you respond back to them in the Replyco system, this is a ticket. Simply put, a ticket is a conversation between an eCommerce seller and a customer. These conversations can occur via any medium: email, live chat, instant message, Facebook Messenger, etc.

Why Is Ticket-Based Pricing More Affordable?

We’ll have more in a moment on what exactly counts as a single ticket. But first, let’s look at how ticket-based pricing saves online sellers money. 

Other helpdesk software for eCommerce providers charge per-user fees. And these expenses can add up quickly. But at Replyco, you’ll pay only for the tickets you use, enabling you to tailor your plan to the size of your business. And with a range of plans available, as well as the option to purchase additional ticket allowances, Replyco is both customizable and capable of growing with your company. 

Here’s an example of what you’d pay with a competitor vs. what you would pay with Replyco. 

Say you handle 500 tickets per month with a support team made up of 3 people. With Replyco, you’ll pay one low price of $35 per month. But at eDesk, you’ll pay $65 per user, for a total of $195 per month. 

And if your business jumped to 2,000 tickets per month, resulting in your adding 2 more support reps for a user total of 5: your price with Replyco would be $105 per month while your cost with eDesk would skyrocket to $325! 

What Actually Counts as a Ticket?

Clearly, paying per ticket is the most cost-effective approach for eCommerce sellers of any size. But what counts as a single ticket?

Luckily, this is very easy to figure out. A ticket is one conversation with a customer and includes multiple replies within the same conversation regardless of marketplace or channel. 

Here’s an example: 

1. Customer A: Contacts you via email to request a refund. 
2. You: Reply and explain your return / refund policy. 
3. You and Customer A: Engage in multiple back-and-forth email exchanges to complete the return / refund process. 

This entire interaction counts as ONE ticket. 

And as we stated before, the same is true for customer service interactions that occur via any medium you’ve integrated with Replyco. Customers can contact you through email, live chat, instant messaging, Facebook Messenger, any eCommerce marketplace, Linnworks or any other method. And regardless of how many back-and-forth messages you exchange during the course of helping them — the entire experience counts as one ticket.

Note: System messages and spam DO NOT count toward your ticket total. 

What Exactly Is a Ticket: Final Thoughts

So there you have it. You know what tickets are, precisely what counts as a single ticket and why Replyco’s ticket-based pricing is the most affordable approach.

All that’s left to do now is take advantage of the opportunity to consolidate your messaging, uplevel your customer service and save time and money in the process. 

Ready to discover the Replyco difference? Get started today with your free trial, or book a live demo to see our software in action!