Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
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My AskAI pricing starts at $199/month with additional conversation/ticket credits from $0.10 each. That's 3-10x cheaper than AI from Zendesk, Intercom, or Gorgias. Here’s every possible pricing question you have, answered.
We get asked about pricing a lot.
Not "what does it cost?" (that's on our pricing page). The questions we hear are more specific:
- "What counts as a ticket?"
- "Why would I pick Scale over Pro?", and
- "What happens to my bill when Black Friday hits?"
These are reasonable questions.
AI pricing in customer support is confusing because most vendors made it confusing on purpose. Resolution-based pricing, per-interaction fees, agent seat add-ons, feature gating by tier. It adds up in ways that are hard to model until you're already committed.
We built our pricing to be as simple as we could.
But "simple" still deserves an explanation, especially when you're trying to get budget approval or model costs for next quarter.
This post answers every pricing question we've heard from customers, prospects, and partners over the past few months.
If your question isn't here, ask us directly in our chat. We'll answer it and probably add it.
How does My AskAI's per-ticket pricing work?
TL;DR: You pay a monthly base fee (which includes a set number of conversation/ticket credits), then $0.10-$0.12 per additional conversation/ticket credit. A credit is every 2 AI replies on chat helpdesk integrations, 1 AI reply for the first email/ticket then 0.5 of a credit for each follow-up in helpdesk integrations or any number of messages within a 1-hour window on our widget.
This is the most common pricing question we get, and it's a fair one. The word "ticket" means different things depending on how you've connected your AI agent.
On helpdesk integrations (Zendesk, Intercom, HubSpot, Freshdesk, Gorgias)
Every 2 AI chat (message) responses count as 1 conversation/ticket credit.
So if a customer sends a message and gets one AI reply, that's 0.5 of a credit. A typical back-and-forth of 4 AI replies = 2 credits.
However, for email tickets specifically, the first AI reply (e.g. email reply) counts as 1 credit, and each follow-up reply counts as 0.5.
This is because emails are typically more detailed and contain multiple questions that require answering.
Across over a million chats and tickets, we have seen the average number of AI replies is just under 2.
This therefore gives average costs for chats being c.$0.10 and for an email ticket c.$0.15.
When using the My AskAI (our own) widget
A credit is any number of questions and AI responses within a 1-hour window from one user, without them refreshing their chat session. One user asking 10 questions in 45 minutes = 1 credit. One user asking 1 question in 1 hour = 1 conversation. If they refresh the chat session that will use another credit.
Channel | How billing works |
Helpdesk chat | Every 2 AI replies = 1 credit |
Helpdesk email | First AI reply = 1 credit, each follow-up = 0.5 credits |
My AskAI widget | Unlimited messages within 1 hour = 1 credit |
Do I only pay for resolved tickets?
No. You pay for AI replies, not per resolution. Tickets don't have to be finalized, resolved, closed or solved for billing to take place.
This is different from resolution-based pricing (Intercom Fin, Zendesk AI, Gorgias Automate), where you pay only when the AI "resolves" a conversation, but the definition of "resolved" can be generous and the per-ticket cost works out as 3-10x higher.
Our model means you know your costs upfront. If your AI handles 2,000 conversations this month (with a standard 2 AI replies per conversation) you pay for 2,000 conversations, whether 50% or 80% of them were fully resolved without a human.
This also means as the AI gets better and you make improvements your bill stays the same and your effective cost per resolution falls.
What are the differences between Pro, Scale, and Enterprise?
TL;DR: Pro ($199/mo) is for teams getting started. Scale ($499/mo) adds premium support, multiple agents, branding removal, and more included tickets. Enterprise ($999/mo) adds custom development, Slack support, invoiced billing, and a 99.99% uptime SLA.
The honest breakdown:
Pro — $199/month
- 1,000 credits included
- Overage: $0.12 per additional credit
- Live chat support (human replies in 2 working days)
- All core features (AI agent, integrations, insights, guidance, custom answers, self-learning, AI actions, tasks)
- 5 team seats
Annual pricing: ~$133/month (33% discount on the base fee).
Pro gives you everything you need to run an AI agent. The features aren't locked behind tiers. You get AI actions, tasks, guidance, custom answers, self-learning, tagging, insights, and all knowledge and helpdesk integrations on Pro.
Scale — $499/month
- 2,000 credits included
- Overage: $0.10 per additional credit
- Priority live chat support (same-day replies) + 1 video call/month
- Setup and integration assistance
- Branding removal included
- Up to 3 agents/brands included (then $49/agent)
- Unlimited team seats
- SOC 2 Type 2 report access
Annual pricing: ~$333/month.
Scale is the right choice for most teams doing real volume. The lower overage rate ($0.10 vs $0.12) makes a meaningful difference once you're above 2,000 credits/month, and the priority support means you get help fast when you need it.
Enterprise — $999/month
- No credits included in the base — charged at $0.10 per credit from the first one
- Everything in Scale except included usage, plus:
- Slack support with <3-hour response times (including weekends)
- Custom feature development on request
- Custom API development
- Task setup assistance
- Monthly performance review and optimization
- Optional invoiced billing (including quarterly and net-30 terms)
- 99.99% uptime guarantee (contractual SLA)
Enterprise is for teams that need hands-on help building complex workflows, have procurement requirements around invoiced billing, or need a contractual uptime guarantee. If you don't need custom development or invoice-based billing, Scale will do the job.
How do overages work?
TL;DR: Once you exceed the credits included in your plan, each additional credit costs $0.10 (Scale/Enterprise) or $0.12 (Pro). Overages are charged at the end of each billing period.
Your plan includes a set number of credits each month (1,000 on Pro, 2,000 on Scale). Use more than that, and each extra credit is billed at the end of your billing cycle.
The math for Scale: $499 base for 2,000 credits. If you use 5,000 credits in a month, that's 3,000 overages x $0.10 = $300 in overages. Total bill: $799.
A common question from prospects: "Is it fair to say Scale = $0.25/credit ($499 / 2,000)?" Not quite. The $499 base covers 2,000 credits, but once you exceed that, the marginal cost drops to $0.10. So the more tickets you process, the lower your effective per-ticket cost gets. At 5,000 credits/month on Scale, your effective cost is about $0.16/credit. At 10,000, it's $0.13.
On Enterprise, you pay $999/month as a base with no credits included, then $0.10 per credit from the first one. Enterprise only makes sense on raw cost if you need the extras (custom dev, Slack support, invoiced billing, SLA). Otherwise, Scale is cheaper on pure price at any volumes.
Can I cap my spending or set a hard limit?
TL;DR: There's no automated hard cap, but you can monitor usage in real time and pause the AI agent with a toggle whenever you want.
We don't have an automated "stop at X tickets" feature today. But you can monitor your usage at any time in your account settings dashboard, and you can pause the AI agent with a single toggle when you want to stop it responding.
In practice, most customers find this isn't an issue. If you know your typical monthly ticket volume, you can predict your bill within a few percent.
Your costs are driven by customer demand, which most teams already forecast.
Seasonal businesses
This is where it gets more interesting.
If your ticket volume doubles during Black Friday, Christmas, or a big sale, your AI bill doubles too. That's the trade-off of usage-based pricing.
But think about the alternative: without AI, you'd need to hire temporary agents for those peaks.
A seasonal spike from 2,000 to 4,000 tickets on Scale adds $200 to your monthly bill. A temporary support hire costs $1,000-$4,000 for a month, and takes weeks to onboard.
The AI doesn't need training for your peak season. It already knows your knowledge base. It just handles more volume.
How does billing work?
Pro and Scale
You pay by credit card through Stripe. Monthly or annual subscriptions. You'll get invoices through Stripe that you can download at any time. No contracts. Cancel whenever you want.
Annual plans save you 33% on the base fee. Overage charges are still billed monthly on top of the annual base.
Enterprise
Enterprise offers optional invoiced billing, which some companies need for procurement and PO purposes. You can pay quarterly, and net-30 payment terms are available for larger accounts.
Why did my bill change?
If your renewal cost more than expected, the most common reasons are:
- A promotional discount expired (e.g., 50% off for the first 3 months ended)
- Your ticket volume increased, leading to higher overages
- You moved from a legacy price to the current published price
We don't do stealth price increases. If your costs changed and you're not sure why, chat with us and we'll walk through your invoice line by line.
What do add-ons cost?
Add-ons are usage-based. You only pay when they're used:
- AI Tagging: $0.05 per attribute per ticket. If you have 3 tags applied to a ticket, that's $0.15. One tag = $0.05. Tags can also be used to save you money by using them to categorize tickets that should or shouldn’t be responded to via AI (saving you conversation/ticket credits)
- AI Actions (Tools): $0.02 per AI reply where a tool/API call is made. If a ticket needs a Shopify order lookup, you pay $0.02 for that reply. Replies that don't use tools cost nothing extra.
- Tasks: $0.02 per step in the task where used (includes any tool calls i.e. you don’t pay $0.04 for a task step with a tool call, you just pay $0.02).
- Live Translation: $0.05 per ticket or conversation, regardless of length.
