"Helpdesk agents" (AKA "technicians" or "techs") is a common term in help desk software used to describe a person who "handles" tickets. By "handling” we mean reviewing the ticket queue, responding to customers, closing tickets, changing ticket details, moving tickets from one category to another, adding tags, etc. Simply put, an "agent" is a person who works with customer requests, while a regular user - is a person who creates them.

We don't charge "per-agent" unless indicated

Now, we don't charge per "helpdesk agent" on smaller pricing plans. The number of agents you can have in the hosted version is still limited by your current Helpdesk plan. To clarify let's say your plan includes up to four agents, this means that you can have four people handling customer requests, viewing reports, managing knowledge base and so on.

Agents vs. regular users

Agents are not to be confused with regular users. We do not limit the number of users or the number of tickets they can create. You can have a million customers, each creating hundred tickets per day, it doesn't matter. What is limited is the number of people who respond to customer requests.

In Jitbit Helpdesk

In Jitbit Helpdesk UI we refer to agents using the term "technician" or "tech". A Technician is a user with permissions to a particular category. This approach lets you have groups of technicians working with their tickets completely separately from each other. For example you can have sales and IT departments working together in a single helpdesk app and they will not see tickets in each other's categories, unless you want them to.

For billing purposes, "administrator" users are also considered "agent".

"What happens if I exceed my number of agents?"

The helpdesk app will stay operational but we'll show you a warning message reminding to upgrade your pricing plan.

What if I need some people to respond to customer tickets occasionally? Will I be charged?

No!

Every ticket in Jitbit Helpdesk has a list of "subscribers". Think of them as people who "follow" a ticket and get updates. If you need someone to respond to a customer's ticket, you can simply add them as a "subscriber" to this particular ticket, and they become part of the conversation. They can post a reply (that will go out to the customer via email) and receive future updates. That does not make this person a "technician" and we don't charge for this.

Example: "Hey John The Sales Guy, this customer would like to know more about our pricing discounts, please chime in and post your opinion" - John enters the ticket - "Hey Lucie The Customer! Here's this and that and blah blah, happy to help!"

The above conversation does not make "John The Sales Guy" a technician, we don't charge for his seat, the system sees them as just a regular user account. John can post more replies, and continue being in the loop for as long as you need. However, they cannot see other tickets in the system (unless you add them there too), they cannot view reports, they can't be "assigned" to ticket as the person responsible for it etc.