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Documentation

Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team
  • Export and Import

Ticketing & ITIL

  • Incidents vs Service Requests
  • Categories, Custom Fields & Ticket Numbering
  • SLA Rules & Priorities
  • Ticket Stages, On Hold & SLA Pause
  • Assignment Rules & Groups
  • Ticket List View & Canned Replies
  • Closure Rules, Approvals & CSAT Surveys
  • Merging Duplicates & Linking Major Incidents
  • Attachments & Screenshots
  • Agent Ticket Visibility

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base
  • Writing Articles from Tickets

QueAssist (AI Copilot)

  • AI Triage & Categorization
  • Agentic Auto-Resolution
  • QueAssist Settings & Usage Quota
  • AI Agent Access — Connect Claude, Cursor & ChatGPT
  • No-Code Playbooks
  • Identity Scoping & Safety
  • How QueAssist Answers Each Department

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat
  • Department Mailboxes
  • Departments on the Employee Portal

People & Identity

  • External Users
  • Single Sign-On & SCIM Directory Sync

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsBilling & PlansBilling & Plans

Billing & Plans

Everything about your plan, usage, and invoices lives at Settings → Billing (/admin/settings/billing) — visible only to the workspace owner.

1. Plan Tiers

QueueDesk charges a flat monthly fee per tier, not per seat, plus a monthly AI action quota:

PlanAgent seatsEmployee seatsQueAssist AI actions / month
StarterUp to 3Unlimited50
Growth ($99/mo)Up to 10Unlimited500
Scale ($199/mo)Up to 25Unlimited2,000
Enterprise (contact us)UnlimitedUnlimitedUnlimited

An annual billing toggle on the upgrade screen gives a 20% discount versus paying monthly. Enterprise pricing is custom — reach out to hello@queuedesk.com.

2. What the Billing Page Shows

  • •Current plan badge (e.g. Growth — Active) and usage bars for AI assists, agent seats, and employee seats used this month.
  • •Top-up balance, if you've purchased a one-time AI action pack.
  • •Manage billing — opens your secure billing portal to update payment method, view invoices, or change plan.
  • •Cancel subscription and the date paid access ends.
  • •A prorated charge or credit preview before a paid plan change is confirmed.

3. Running Low on AI Actions

If you're approaching your monthly QueAssist quota:

  • •You'll get a usage-alert email once you cross the threshold set in QueAssist Settings (default 80%).
  • •You can buy a one-time top-up pack for extra actions this month without changing your plan.
  • •Or upgrade to a higher tier for a larger recurring quota.

4. Cancellation and Starter

Cancelling schedules the end of the subscription. Your paid plan remains usable through the displayed paid-through date, then the workspace moves to Starter automatically.

Starter permits three agent-capable members: owners, admins, and agents. If a downgrade leaves more than three, no member or history is deleted, but agent work is paused until an owner or admin demotes members to Employee or removes memberships in Settings → People. Employees can keep using the requester portal during remediation.

An existing paid subscription changes plan in place, so QueueDesk previews and charges only the prorated difference. A founder-managed manual contract has no provider payment history; starting provider billing creates a new paid term without automatic credit and requires explicit confirmation.

Next, read QueAssist Settings & Usage Quota to see exactly what counts as an "AI action" toward your quota.