Frequently Asked Questions

No. At this time we offer a month by month purchase term only, as in we don't have a recurring billing system in place. 

You'll be sent an invoice at the start of your month with us and payment is due upon receipt of the invoice before work will commence. 

We decided to do things this way so that we can offer you the most flexibility to scale your plan up and down as needed and depending on your ticket volume month by month. 😎

This means you will need to purchase a new plan each month. 🔍

We pride ourselves on always listening to our customers and so if at some point in the future there is demand for automatically recurring plans and payments, we may consider it. 🤗

At Ticket Buddiez we have tried to consider as many different options for this as possible.

We landed on classing a billable ticket as the overall interaction with a customer, providing it is about the same topic or that the customers ticket cannot be solved without addressing multiple topics raised by them. 🤓

This means that should a ticket require more than 1 reply to resolve, you will not be charged for multiple interactions on the ticket.

The only time when a ticket can be 'billed' more than once is if we have fully resolved the customers query and they then reply on the same thread with a new query. As this was raised by the customer after the point of resolution, it would be classed as a new and billable ticket.

What do we mean by billed / a billable ticket?

As you purchase your plan you are given X amount of tickets for that month. The tickets we solve for you will be tracked, meaning if we have a scenario where a ticket has to be billed more than once, it would reduce your number of tickets left by 2 for example, if we have to 'bill it' twice. 💡

Our goal will always be to reduce the number of interactions needed on a ticket to fully resolve the customers query.

Below are 3 different ticket examples to better demonstrate how this works. 🤗

⚫️ Ticket 1 ⚫️ This would be 1 billable ticket. ☑️

The customer contacts saying they made a return X weeks ago and are chasing up their refund. We'll follow your company policy and handle the ticket in line with that, issuing any refund etc as needed. When we reply to the customer we'll apologise for any delay, explain how we have solved their problem and offer customer education around returns so they know what to do in future.

🔴 Ticket 2 🔴 This would be 2 billable tickets ☑️☑️

Taking the full example from ticket 1 above, the customer replies on the same ticket asking for an update on an order they placed 24 hours ago. We'll follow your company policy, provide the customer with any additional info that we can and let them know a date to get back to us by if their order has still not arrived (if applicable).

This would be classed as a new billable ticket and would be 'billed' on top of ticket 1 because the 2nd query came through from the customer AFTER their initial query had already been fully resolved. 👀

🔵 Ticket 3 🔵 This would be 1 billable ticket. ☑️

The customer contacts asking for an update on an order they placed 2 days ago and they are also asking to cancel their subscription. This would be classed as 1 billable ticket as whilst there are 2 different queries to be addressed, both have been raised from the outset meaning we are unable to fully resolve this ticket until both queries have been addressed.

Remember it is only once we've solved a query in full, if the customer then comes back with a different question this is when the ticket would then be 'billed' more than once because we had already fully resolved their initial query until the customer presented with a 2nd question. 😊

You cannot carry over any unused tickets into the next month. ⚠️

We require all clients to reach out to us first prior to purchasing a plan with us, so that together we can try to help identify which of our plans will suit your business needs best. 🤓

Within your ticket tool (if you have 1) you should be able to track historic data to get an idea of your ticket volumes at what times of the month, days of the week etc, this along with our expert input should mean the plan you purchase from us will closely match your ticket volume. 💡

Of course there can be fluctuations in ticket volume, which needs to be factored in when deciding what plan to purchase.

Ticket Buddiez will track the number of tickets we're handling for you throughout the month. 🤗

We will let you know when you're getting close to the top end of the number of tickets purchased for that month.

If needed, we do offer a Mid-Term Top-Up to allow you to purchase more tickets for the remainder of the month. You can find out more about that on our Mid-Term Top-Up FAQ. 🤓 

Alternatively, when we let you know you're getting close to your purchased ticket limit, you can have your internal team absorb any additional volume.

If you purchase a plan with us, and we've let you know that you're approaching the limit on the number of tickets purchased, you have the option to utilise the Mid-Term Top-Up if you need to add more tickets. 😊

All tickets on the Mid-Term Top-Up are charged at £5.75 per ticket and you can only purchase a maximum of 100 additional tickets via this Top-Up.

We wanted to be able to offer something should a situation arise where our clients unexpectedly need us to absorb more ticket volume for them. However, the Mid-Term Top-Up has been deliberately kept minimal so that our clients are instead purchasing the right level of plan for their business as this is where you will see the most value for your money. 😇

So it is here to use should it ever be needed, however, we hope to work with you to try to predict ticket volume collaboratively so that you're purchasing a plan to fit your business needs.

The great thing about our plans is they can change month by month depending on your ticket volume allowing clients to scale their plans up and down as needed. 😍

We hope to offer a service that integrates seamlessly with your brand and delights all of our customers so that no one wants to cancel. 😊

However, we do understand that business needs can change. You are able to cancel your agreement with us at any time.

This is the truly flexible nature of Ticket Buddiez, you are not signed up for a minimum term, so you can cancel at any point.

Something we would advise you is to consider is that once you have purchased a plan, it is not possible to refund any unused tickets, so make the most of the plan and use up purchased tickets first, then simply just don't purchase a plan the following month, it's as simple as that. 😇

Yes, absolutely! 😍

When you review our plans, you will see they have a few different options re times we can be available to answer your customers messages.

All of our plans provide cover 7 days a week, however you don't need to use all 7 days.

Likewise, if the plan you purchase has cover available between 7am-9pm, you don't have to use all of those hours.

This flexibility is usually great for brands looking to outsource their customer service when you already have an internal team managing CS, perhaps during core hours and weekdays, and only want our help outside of core hours or on weekends. 👀

The important thing to remember here is you will have X amount of tickets to use for the month depending on what plan you purchase.

So, if we will only be providing cover for you perhaps in the evenings or only on weekends, you'll need to have sufficient ticket volume to support the reduced hours to ensure you're getting the most from your plan and utilising all of the tickets purchased for that month. 😊

A plan purchased with us covers 30 calendar days. 😊

Yes, mostly. 😎

We would need to integrate your social media accounts into your ticket tool so that anytime a DM or a comment on a post is received, it enters into the ticket tool as a new support ticket.

This means that we would not need direct access to the social media accounts as we would receive and reply to them from within the ticket tool.

However, if the social media platform or content type is not yet supported in the ticket tool, then we would not be able to handle any unsupported social channels.

Great question! 😊

Prior to purchasing a plan with us, we will meet with you to discuss everything and complete an onboarding process.

As part of this process we will require you to add all of your processes to a Notion page. If you are unfamiliar with Notion, we can assist with the setup of it.

We'll be able to keep processes that require actions within tools we support to the bare essentials as we already know how to action tasks in the tools we support. 😎

For external tools, such as warehouse fulfillment systems like Mintsoft etc, we'll ask you to add to your Notion page how to perform actions. Using screenshots and Loom videos to demonstrate will be incredibly helpful for us. 🤓

Importantly, we will require you to keep your Notion page up to date. If any major processes are changed, Notion will need to be updated to ensure we're handling tickets in line with your requirements. ⚠️