What per-ticket billing costs

Prices as read on 17 October 2026.

A help desk that bills by the ticket costs more each month as the store grows. Here are the sums at 300, 1,000 and 2,000 tickets a month on the per-ticket help desk with the most reviews on the Shopify App Store, beside Flatdesk's flat price.

The per-ticket plans

From its Shopify App Store listing, monthly:

• Starter: $10 a month, 50 tickets included, $0.40 for each ticket over. 3 support agents.
• Basic: $60 a month, 300 tickets included, $40 for each 100 tickets over. Unlimited agents.
• Pro: $360 a month, 2,000 tickets included, $36 for each 100 tickets over. Up to 500 agents.
• Advanced: $900 a month, 5,000 tickets included, $36 for each 100 tickets over. Up to 500 agents.

The listing gives every plan an AI Agent as an add-on, so AI is not in these prices. Paying for a year ahead saves 17%. Charges are in US dollars, billed every 30 days.

The vendor's own site lists higher prices for the same plans, paid monthly: Starter $40 (the help desk at $10 and AI at $30), Basic $90, Pro $550 and Advanced $1,430.

At 300, 1,000 and 2,000 tickets

For each volume, the cheapest plan on the listing:

The other plans cost more at these volumes. At 300 tickets, Starter would be $10 + 250 × $0.40 = $110. At 1,000, Pro would be $360. At 2,000, Basic would be $60 + 17 × $40 = $740. Past 2,000, Pro adds $36 for each 100 more.

Flatdesk

$49 a month for the whole store, every agent and every ticket, after a 14-day free trial, billed by Shopify on the store's usual invoice. At 300, 1,000 or 2,000 tickets a month it is $49.

Flatdesk answers email, a chat on your store and a contact form. It has no AI replies, phone, SMS or social messages.

Its limits: an email larger than 25 MB is not taken in. Attachments are kept up to 10 MB a file and 25 MB a message; a larger file keeps only its name and size. The text of one message is kept up to 524,288 characters, and a longer one is cut and marked as cut. A store can keep up to 50 rules and 200 help center articles.

Moving your history

The Setup screen has two ways to bring tickets over.

From the previous help desk. Flatdesk reads the previous help desk's REST API, where it matches the API this import was built against: tickets, messages and saved replies, read a page at a time with a user's email and an API key. You paste three things: your store's own https:// address there, the email of a user there, and an API key you make there for this import.

• Up to 5,000 tickets, newest first, then each ticket's messages, internal notes included, then the saved replies.
• Each ticket keeps its subject, status (open, pending or closed), tags, and the customer's email and name. Tickets marked as spam or in the trash are left out.
• Each saved reply keeps its name and its reply text. Attachments are not brought over.
• The import runs on its own, at most two requests a second, and the Setup screen shows how far it is. A ticket already imported is never filed twice.
• The API key is kept only while the import runs, and is deleted when it finishes, fails or is cancelled. What was imported stays.

From a CSV file. One row per message, with a first row naming the columns, in the same layout as Flatdesk's own CSV export. It reads ticket_id, ticket_subject, ticket_status, ticket_tags, customer_email, customer_name, ticket_created, direction, from_addr, to_addr, created, author and text, in any order; other columns are ignored. ticket_id, customer_email, direction, created and text must be there. Rows with the same ticket_id are one ticket. A file can hold up to 20,000 rows and 20 MB. A file with any error imports nothing, and the same file twice imports nothing twice. A CSV brings tickets and messages, not saved replies.

Flatdesk's own export gives everything back: tickets, messages, saved replies and rules as one JSON file, or tickets and messages as CSV.

Where it stands

Flatdesk is not yet on the Shopify App Store. What Flatdesk does.