Agent Resolved tickets and billing

Overview

The Support Agent is billed on outcomes: you only pay for tickets it fully resolves for you. This article explains how we determine whether a ticket is Agent Resolved, when that status is finalised, and how billing works.

What is an Agent Resolved ticket?

A ticket is Agent Resolved when the Support Agent handled it end to end. Both of the following must be true:

• Every message sent to the customer was written by the Support Agent, without meaningful edits by your team
• Any actions performed on a linked booking were performed by the Support Agent

If your team wrote or meaningfully rewrote any reply, or performed a booking action themselves, the ticket is not Agent Resolved.

What counts as a meaningful edit?

A reply counts as meaningfully edited when the facts it states and the tone it adopts are meaningfully different from what the Support Agent proposed. In other words, changing what the reply says — different facts, a different decision, a different tone — makes it your team's reply rather than the agent's.

When is a ticket's status finalised?

When a ticket is first resolved or closed, we calculate its Agent Resolved status provisionally, then wait 7 days. That's because tickets are often reopened by a new customer message.

The status is recalculated and finalised 7 days after the first resolution — or, if the ticket was reopened in the meantime, when it is resolved or closed again, whichever comes later. Finalisation takes into account all activity on the ticket, so if your team handled a follow-up after a reopen, the finalised status reflects that.

A ticket therefore moves through three states:

• Pending — the ticket hasn't been resolved yet
• Provisional — the ticket was resolved and the 7-day settling period is running
• Finalised — the outcome is locked in and never changes afterwards

Where you can see this

On each ticket, the Support Agent section in the side panel shows the agent's involvement (Evaluating, Not involved, Assisted or Agent Resolved), along with how many sent messages the agent wrote and how many booking actions it performed.

In the Support Tickets report, the Agent Resolved, Agent resolution state and Agent resolution finalized at columns show each ticket's outcome, its current state and the date it locked in.

How billing works

Agent Resolved tickets are billed weekly, following the same cadence as payouts (Saturday to Friday). Each billing period covers the tickets whose Agent Resolved status was finalised during that period.

Because the finalisation date never changes once set, every ticket is counted exactly once, in the week its resolution locked in.

Tickets that are never billed

Tickets the Support Agent deems not relevant for support (these appear in the Other view) are outside the scope of billing entirely.

Worked examples

Example 1: A reopened, non-billable ticket

• A customer submits a ticket on 1 August.
• The Support Agent writes 3 replies, none meaningfully edited, and performs 1 booking action. No one else takes any action.
• The ticket is resolved on 3 August. Provisional status: Agent Resolved.
• The customer replies, reopening the ticket.
• Your team replies without Support Agent involvement and resolves the ticket again on 5 August.
• On 10 August — 7 days after the first resolution — the status is recalculated and finalised: Not Agent Resolved.
• The ticket is not billed.

Example 2: A billable ticket

• A customer submits a ticket on 1 August.
• The Support Agent writes 4 replies, none meaningfully edited, and performs 2 booking actions.
• The ticket is resolved on 5 August. Provisional status: Agent Resolved.
• The ticket is never reopened.
• On 12 August, the status is recalculated and finalised: Agent Resolved.
• The ticket is billed in the 12–18 August billing period.

Related articles

• Teammates: Support Agent