---
title: "Customer support questions answered (2026)"
description: "18 questions event organizers ask about customer support software for events, answered plainly with sources. Checked October 2026."
canonical: "https://www.ticketfairy.com/compare/customer-support/questions"
---

1. [Ticket Fairy](https://www.ticketfairy.com/)
2. [Compare](https://www.ticketfairy.com/compare)
3. [Customer support](https://www.ticketfairy.com/compare/customer-support)
4. Buyer support: your questions answered

# Buyer support: your questions answered

  [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Get started free](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=compare-customer-support-questions)

Ticket Fairy publishes this comparison and also sells event ticketing and event management software. [How we compare platforms](https://www.ticketfairy.com/compare/methodology)

- **18** questions answered
- **12** pages that show you how

Ticket buyers write in waves: when tickets go on sale, when the line-up changes and on the day itself, and most of what they ask is about an order. These are the questions box office leads, promoters and venue teams ask before they choose how to answer buyers without every question landing on the event organizer, answered from each platform's own published pages.

1. [Do I need a help desk to answer my ticket buyers?](#do-i-need-a-help-desk-to-answer-my-ticket-buyers)
2. [How do I find a buyer's order when they only give me their name?](#how-do-i-find-a-buyer-s-order-when-they-only-give-me-their-name)
3. [A buyer says their tickets never arrived. What do I do?](#a-buyer-says-their-tickets-never-arrived-what-do-i-do)
4. [Can I change the name on a ticket for a buyer?](#can-i-change-the-name-on-a-ticket-for-a-buyer)
5. [Can I move a buyer to a different ticket type or seat?](#can-i-move-a-buyer-to-a-different-ticket-type-or-seat)
6. [How do I refund a buyer while I'm talking to them?](#how-do-i-refund-a-buyer-while-i-m-talking-to-them)
7. [Do help desks built for online shops work for ticket orders?](#do-help-desks-built-for-online-shops-work-for-ticket-orders)
8. [Can AI answer my ticket buyers' common questions?](#can-ai-answer-my-ticket-buyers-common-questions)
9. [How do I stop answering the same door-time question all day?](#how-do-i-stop-answering-the-same-door-time-question-all-day)
10. [What happens when the AI doesn't know the answer?](#what-happens-when-the-ai-doesn-t-know-the-answer)
11. [Will Ticket Fairy support help answer my buyers?](#will-ticket-fairy-support-help-answer-my-buyers)
12. [Which channels can my team answer buyers on?](#which-channels-can-my-team-answer-buyers-on)
13. [Can my team leave notes and pass conversations to each other?](#can-my-team-leave-notes-and-pass-conversations-to-each-other)
14. [Can extra staff help answer buyers during the on-sale rush?](#can-extra-staff-help-answer-buyers-during-the-on-sale-rush)
15. [What do I see about the buyer when they message?](#what-do-i-see-about-the-buyer-when-they-message)
16. [Can a support chat turn into a ticket sale?](#can-a-support-chat-turn-into-a-ticket-sale)
17. [How much does help desk software cost for a small events team?](#how-much-does-help-desk-software-cost-for-a-small-events-team)
18. [How do help desks charge for AI answers?](#how-do-help-desks-charge-for-ai-answers)

## Do I need a help desk to answer my ticket buyers?

Not on Ticket Fairy. Your team answers website chat handovers, Instagram and Messenger messages and buyers' email replies from one Support Inbox, and opens the buyer's order to fix it.

A general help desk answers many kinds of customer. Zendesk includes email, voice, SMS, live chat and messaging on every current Suite plan, and Freshdesk charges its paid plans per agent, so your total depends on how many people answer.

When your buyers' questions are about tickets, the order and the answer sit together, so your door manager or box office lead can answer without calling you.

- Your team can answer website chat handovers, Instagram and Messenger messages, and buyers' email replies from one Support Inbox.[1](#source-1)
- Your team can find the order from one detail the buyer gives, then refund, resend or change names on the order itself.[2](#source-2)
- All current Zendesk Suite plans include email, voice, SMS, live chat, and messaging across web, mobile and social media.[3](#source-3)
- Freshdesk charges paid plans per agent, so your total depends on how many agents you have.[4](#source-4)

[Best customer support software for events](https://www.ticketfairy.com/compare/customer-support/best-customer-support-software-for-events)

## How do I find a buyer's order when they only give me their name?

On Ticket Fairy your team finds an order from any detail the buyer gives, such as a name, email address or order number, then fixes it on the order itself.

You can leave a note on the order, so the next person on your team knows what was agreed. Freshdesk's Shopify app shows a customer's recent orders, payment status and shipping information inside Freshdesk.

- Your team can find an order from any detail the buyer gives, then resend tickets, correct a name or move them to another ticket type or seat.[2](#source-2)
- The Shopify app shows customers' recent orders, payment status and shipping information inside Freshdesk.[5](#source-5)

[Freshdesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-freshdesk)

## A buyer says their tickets never arrived. What do I do?

Usually the email address has a typo, and on Ticket Fairy you can correct the name or email on a ticket and send the same barcodes again, without changing the order or the money on it.

Most missing tickets are a typo in the email address or an inbox the buyer does not read, so the fix takes a minute and the buyer gets in on the night with the same barcode.

- You can correct the name or email on a ticket and send the same barcodes again, without changing the order or the money on it.[6](#source-6)

[Zendesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-zendesk)

## Can I change the name on a ticket for a buyer?

Yes. On Ticket Fairy you correct the name on the ticket so it matches the person arriving at the door, and the buyer keeps their order.

Your buyers can also pass tickets on themselves: fans resell and transfer tickets at face value, and each returned ticket goes to the next fan on your waiting list.

- You can correct the name or email on a ticket and send the same barcodes again, without changing the order or the money on it.[6](#source-6)
- Your fans can resell and transfer tickets at face value, and each returned ticket is offered to the next fan on your waiting list.[7](#source-7)

[Zendesk alternatives](https://www.ticketfairy.com/compare/customer-support/zendesk-alternatives)

## Can I move a buyer to a different ticket type or seat?

Yes. You can move a whole order to another ticket type or give one ticket holder a different seat, without the buyer placing a new order.

An agreed upgrade to VIP or a group that wants to sit together is one change on the order, and when the whole order moves the buyer keeps their barcodes.

- You can move a whole order to another ticket type or give one ticket holder a different seat, without the buyer placing a new order.[8](#source-8)

[Help Scout vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-help-scout)

## How do I refund a buyer while I'm talking to them?

On Ticket Fairy you return the face value of the order to the buyer's card from the Orders page, and the buyer's tickets and your reports update to match.

Help desks refund through a connected shop or payment app. Zendesk's Shopify integration lets agents refund or cancel Shopify orders in a ticket, Gorgias agents refund Shopify orders from the ticket sidebar, and Help Scout's Stripe app issues full or partial refunds.

- You can return the face value of an order to the buyer's card from the Orders page, and the buyer's tickets and your reports update to match.[9](#source-9)
- The Shopify integration shows Shopify orders in a ticket and lets agents refund or cancel them there.[10](#source-10)
- Agents can create, duplicate, edit, cancel and refund Shopify orders from the ticket sidebar.[11](#source-11)
- The Stripe app, on all plans, lets agents issue full or partial refunds from the sidebar.[12](#source-12)

[Gorgias vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-gorgias)

## Do help desks built for online shops work for ticket orders?

They work best with the shop they connect to. Gorgias needs a connected Shopify store for its AI Agent, and documents creating, editing and refunding orders for Shopify, while WooCommerce order data shows in tickets.

Help Scout's Shopify app shows order details and lets agents refund, cancel or edit recent orders from the sidebar. On Ticket Fairy your team finds a ticket order from any detail the buyer gives, then resends tickets, corrects a name or moves them to another ticket type or seat.

- You need a connected Shopify store to use AI Agent.[13](#source-13)
- WooCommerce order data shows in Gorgias tickets; creating, editing, canceling and refunding orders is documented for Shopify.[14](#source-14)
- The Shopify app shows order details and lets agents refund, cancel, edit or duplicate recent orders from the sidebar.[15](#source-15)
- Your team can find an order from any detail the buyer gives, then resend tickets, correct a name or move them to another ticket type or seat.[2](#source-2)

[Gorgias vs Zendesk for events](https://www.ticketfairy.com/compare/customer-support/gorgias-vs-zendesk-for-events)

## Can AI answer my ticket buyers' common questions?

Yes. Your concierge answers buyers from your FAQ, policy and venue pages, Google Docs or your whole website, and passes the buyer to a person when a question needs one.

Intercom says its Fin AI Agent can be deployed on all inbound support channels, and Zendesk AI agents work on messaging, email and voice. Help Scout's Scout resolves conversations in Beacon chat and email.

- Your concierge can answer buyers from your FAQ, policy and venue pages, Google Docs or your whole website.[16](#source-16)
- When a question needs a person, the concierge passes the buyer to your team, to Ticket Fairy support, or to both in turn.[17](#source-17)
- Intercom says Fin AI Agent can be deployed on all inbound support channels.[18](#source-18)
- Zendesk AI agents work on messaging, email and voice channels and can take actions in authorized systems.[19](#source-19)
- Scout, the Help Scout AI agent, resolves conversations in Beacon chat and email.[20](#source-20)

[Intercom vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-intercom)

## How do I stop answering the same door-time question all day?

Buyers stop asking once the answer is where they look: on Ticket Fairy you add FAQ sections to each event page, or import them from a document, and your concierge answers from them.

Door times, age limits, parking and bag rules are the questions buyers ask again and again, and a know-before-you-go sheet you already keep can become the event page's questions in one import.

Zendesk includes a help center for building a public knowledge base, and a Help Scout Docs site has no limit on the number of articles.

- You can add FAQ sections to each event page, or import them from a document, and your concierge answers from them.[21](#source-21)
- Zendesk includes a help center for building a public knowledge base.[22](#source-22)
- A Docs site has no limit on the number of articles.[23](#source-23)

[Help Scout vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-help-scout)

## What happens when the AI doesn't know the answer?

A person takes over. When a question needs a person, the concierge passes the buyer to your team, to Ticket Fairy support, or to both in turn, with a summary.

Help Scout's Scout hands sensitive, complex or judgment-dependent conversations to the team, and Gorgias charges its AI Agent fee only when AI Agent resolves a ticket without handing it to a person.

- Your concierge can pass the buyer to your team, to Ticket Fairy support, or to both in turn, with a summary.[17](#source-17)
- Scout hands sensitive, complex or judgment-dependent conversations to the team.[24](#source-24)
- The AI Agent automation fee applies only when AI Agent resolves a ticket without handing over to a human agent.[25](#source-25)

[Intercom vs Zendesk for events](https://www.ticketfairy.com/compare/customer-support/intercom-vs-zendesk-for-events)

## Will Ticket Fairy support help answer my buyers?

Yes, if you choose. Your concierge can pass a buyer to your team, to Ticket Fairy support, or to both in turn, and you can move conversations between your team and Ticket Fairy.

Each event can have its own escalation address, so Ticket Fairy support reaches the team running that event rather than your brand office.

- When a question needs a person, the concierge passes the buyer to your team, to Ticket Fairy support, or to both in turn.[17](#source-17)
- Your team can leave internal notes, mark conversations Open, Waiting or Resolved, and move them between your team and Ticket Fairy.[1](#source-1)
- Each event can have its own escalation address, so Ticket Fairy support reaches the team running that event.[26](#source-26)

[Front vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-front)

## Which channels can my team answer buyers on?

On Ticket Fairy your team answers website chat handovers, Instagram and Messenger messages and buyers' email replies from one inbox.

General help desks cover more channels, including phone. Zendesk includes email, voice, SMS, live chat and messaging on every current Suite plan, and Help Scout's paid plans add live chat, SMS, Instagram and Messenger to email. Front's Starter plan supports one channel type: email, Front Chat or SMS.

- Your team can answer website chat handovers, Instagram and Messenger messages and email replies from one inbox.[1](#source-1)
- All current Zendesk Suite plans include email, voice, SMS, live chat, and messaging across web, mobile and social media.[3](#source-3)
- Paid plans add live chat, SMS, WhatsApp, Instagram and Messenger to email.[27](#source-27)
- The Starter plan supports a single channel type of Email, Front Chat or SMS; Professional and Enterprise support multiple channel types.[28](#source-28)

[Front vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-front)

## Can my team leave notes and pass conversations to each other?

Yes. You leave internal notes, mark conversations Open, Waiting or Resolved, and move them between your team and Ticket Fairy.

Help Scout's Collision Detection shows when a teammate is already viewing or replying to a conversation, and Freshdesk's Omniroute assigns tickets by each agent's load, availability and preferences.

- Your team can leave internal notes, mark conversations Open, Waiting or Resolved, and move them between your team and Ticket Fairy.[1](#source-1)
- Collision Detection shows when a teammate is already viewing or replying to a conversation.[29](#source-29)
- Omniroute assigns tickets automatically based on agent ticket load, availability and assignment preferences.[30](#source-30)

[Freshdesk vs Zendesk for events](https://www.ticketfairy.com/compare/customer-support/freshdesk-vs-zendesk-for-events)

## Can extra staff help answer buyers during the on-sale rush?

Yes. On Ticket Fairy you give each person on your team the access their job needs, across the brand or for one event, so a temporary helper sees only what they need.

Freshdesk sells day passes that give occasional agents access for one day without a full license, and lets you invite outside collaborators to help resolve tickets.

- You can give each person on your team the access their job needs, across the brand or for one event, and see who has accepted.[31](#source-31)
- Day passes give occasional agents access for one day without a full license.[32](#source-32)
- You can invite external collaborators and third parties to help resolve tickets.[33](#source-33)

[Freshdesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-freshdesk)

## What do I see about the buyer when they message?

In Instagram and Messenger conversations you see the fan's recent orders, and in every other conversation you see the buyer's contact details.

You can open their order from one detail they give and fix it on the order. Freshdesk's Shopify app shows customers' recent orders, payment status and shipping information, for shops on Shopify.

- In Instagram and Messenger conversations your team can see the fan's recent orders, and in every other conversation the buyer's contact details.[34](#source-34)
- The Shopify app shows customers' recent orders, payment status and shipping information inside Freshdesk.[5](#source-5)

[Intercom alternatives](https://www.ticketfairy.com/compare/customer-support/intercom-alternatives)

## Can a support chat turn into a ticket sale?

Yes. Buyers go from the chat to checkout on your page with their tickets already in the basket.

The fan asking whether there is parking may be ready to buy once they hear the answer. Gorgias's AI Agent also acts as a shopping assistant that helps shoppers find products and buy.

- Your buyers can go from the chat to checkout on your page with their tickets already in the basket.[17](#source-17)
- AI Agent also acts as a shopping assistant that helps pre-purchase shoppers find products and buy.[35](#source-35)

[Gorgias vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-gorgias)

## How much does help desk software cost for a small events team?

Most charge per user or agent each month. Help Scout has a Free plan for 5 users and Standard at $25 per user a month on annual billing, and Front's Starter plan is $25 per seat a month.

Freshdesk offers a Free program for 6 months for up to two agents and charges paid plans per agent. Gorgias prices its helpdesk by the tickets you use each month rather than by the number of agents.

On Ticket Fairy your Support Inbox and concierge sit beside your ticket sales; you can compare the plans on the [Ticket Fairy pricing page](https://www.ticketfairy.com/pricing).

- The Free plan includes 5 users, 1 Inbox and 1 Docs site.[36](#source-36)
- Standard is $25, Plus $45 and Pro $75 per user per month on annual billing.[37](#source-37)
- Front publishes per-seat monthly prices of $25 (Starter, up to 10 seats), $65 (Professional, up to 50 seats) and $105 (Enterprise).[38](#source-38)
- Freshdesk offers a Free program for 6 months for up to two agents.[39](#source-39)
- Gorgias prices Helpdesk by the tickets you use each month rather than by the number of agents.[40](#source-40)

[Best customer support software for events](https://www.ticketfairy.com/compare/customer-support/best-customer-support-software-for-events)

## How do help desks charge for AI answers?

Usually when the AI resolves a question. Help Scout bills each Scout resolution at $0.75, Front lists $0.89 for an Autopilot resolution, and Zendesk charges for AI agent usage only when a request is resolved without a person.

Intercom charges Fin at most one outcome for each conversation, even when it takes several actions, and Help Scout lets you set a monthly spending limit on Scout resolutions.

- Help Scout bills each Scout AI resolution at $0.75, monthly in arrears.[41](#source-41)
- Front lists $0.89 per conversation for an Autopilot resolution.[42](#source-42)
- Zendesk charges for AI agent usage only when the AI agent resolves a request without passing it to a human agent.[43](#source-43)
- Fin charges at most one outcome per conversation, even when it takes multiple actions.[44](#source-44)
- Teams can set a monthly spending limit on Scout resolutions.[45](#source-45)

[Intercom vs Zendesk for events](https://www.ticketfairy.com/compare/customer-support/intercom-vs-zendesk-for-events)

## What else are you comparing?

- [Best customer support software for events](https://www.ticketfairy.com/compare/customer-support/best-customer-support-software-for-events)
- [Customer support compared](https://www.ticketfairy.com/compare/customer-support)

## Where does each fact come from?

Every fact about another company comes from its own published pages, quoted word for word. Where we did not find something in those pages, we say exactly that. [How we compare platforms](https://www.ticketfairy.com/compare/methodology)

1. Ticket Fairy [Your team shares one inbox, so buyers get answers faster](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-support-inbox)
2. Ticket Fairy [You find any buyer's order and sort it out yourself](https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders)
3. Zendesk All current Zendesk Suite plans include email, voice, SMS, live chat, and messaging across web, mobile and social media. "All plans include these fundamental features: Ticketing system Messaging across web, mobile, and social media Email, voice, SMS, and live chat support"  [support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types](https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201312/https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types)
4. Freshdesk Freshdesk charges paid plans per agent, so your total depends on how many agents you have. "Each subscription plan is charged on a per-agent basis, and the total cost is determined by the number of agents in your account."  [support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans](https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161001/https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans)
5. Freshdesk The Shopify app shows customers' recent orders, payment status and shipping information inside Freshdesk. "provides instant access to their recent orders, payment status, and shipping information right within Freshdesk."  [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk)
6. Ticket Fairy [Guide: Resend a buyer's tickets and fix their details](https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details)

  Show all 45 sources

7. Ticket Fairy [Spare tickets reach fans at face value](https://www.ticketfairy.com/features/orders-refunds-and-resale/resale-transfers-and-waiting-lists)
8. Ticket Fairy [Guide: Move a buyer to a different ticket type or seat](https://www.ticketfairy.com/guides/move-a-buyer-to-a-different-ticket-type-or-seat)
9. Ticket Fairy [Guide: Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order)
10. Zendesk The Shopify integration shows Shopify orders in a ticket and lets agents refund or cancel them there. "allows you to view Shopify orders for a storefront in a Support ticket or in Chat. You can also process refunds and cancellations for Shopify orders in a ticket"  [support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat](https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195259/https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat)
11. Gorgias Agents can create, duplicate, edit, cancel and refund Shopify orders from the ticket sidebar. "If you open any ticket where your customer has Shopify data, you'll notice a number of different possibilities concerning that data in the right-hand sidebar in Gorgias."  [docs.gorgias.com/en-US/shopify-actions-461552](https://docs.gorgias.com/en-US/shopify-actions-461552), read on 17 October 2026.
12. Help Scout The Stripe app, on all plans, lets agents issue full or partial refunds from the sidebar. "Issue full or partial refunds"  [docs.helpscout.com/article/1731-connect-stripe-with-help-scout-to-view-details-in-the-sidebar](https://docs.helpscout.com/article/1731-connect-stripe-with-help-scout-to-view-details-in-the-sidebar), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260610055630/https://docs.helpscout.com/article/1731-connect-stripe-with-help-scout-to-view-details-in-the-sidebar)
13. Gorgias You need a connected Shopify store to use AI Agent. "Note: Connecting a Shopify store is required to use AI Agent in your helpdesk."  [docs.gorgias.com/en-US/connect-shopify-to-gorgias-81814](https://docs.gorgias.com/en-US/connect-shopify-to-gorgias-81814), read on 17 October 2026.
14. Gorgias WooCommerce order data shows in Gorgias tickets; creating, editing, canceling and refunding orders is documented for Shopify. "You can't initiate any actions on WooCommerce orders (create, edit, cancel, refund)."  [docs.gorgias.com/en-US/woocommerce-101-353478](https://docs.gorgias.com/en-US/woocommerce-101-353478), read on 17 October 2026.
15. Help Scout The Shopify app shows order details and lets agents refund, cancel, edit or duplicate recent orders from the sidebar. "view full order details (including products and discounts) and refund, cancel, edit, or duplicate your customer's most recent orders right in the customer sidebar."  [docs.helpscout.com/article/294-shopify](https://docs.helpscout.com/article/294-shopify), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161010/https://docs.helpscout.com/article/294-shopify)
16. Ticket Fairy [Guide: Teach your concierge from your event FAQ pages and Google Docs](https://www.ticketfairy.com/guides/teach-your-concierge-from-your-event-faq-pages)
17. Ticket Fairy [Buyers' questions become ticket sales on your website](https://www.ticketfairy.com/features/ai-ticket-concierge)
18. Intercom Intercom says Fin AI Agent can be deployed on all inbound support channels. "You can deploy Fin AI Agent to all your inbound support channels."  [www.intercom.com/help/en/articles/13377077-choose-channels-to-deploy-fin-ai-agent](https://www.intercom.com/help/en/articles/13377077-choose-channels-to-deploy-fin-ai-agent), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016200034/https://www.intercom.com/help/en/articles/13377077-choose-channels-to-deploy-fin-ai-agent)
19. Zendesk Zendesk AI agents work on messaging, email and voice channels and can take actions in authorized systems. "Zendesk AI agents are AI-powered chatbots that interact with your customers on messaging, email (including API and web form), and voice channels."  [support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents](https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195509/https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents)
20. Help Scout Scout, the Help Scout AI agent, resolves conversations in Beacon chat and email. "Scout is Help Scout's AI agent designed to resolve customer conversations across Beacon and email while keeping your team in control of the customer experience."  [docs.helpscout.com/article/1796-introducing-scout](https://docs.helpscout.com/article/1796-introducing-scout), read on 17 October 2026.
21. Ticket Fairy [Guide: Answer your buyers' questions on the event page](https://www.ticketfairy.com/guides/add-faqs-to-your-event-page)
22. Zendesk Zendesk includes a help center for building a public knowledge base. "You can enable your help center to begin building your knowledge base."  [support.zendesk.com/hc/en-us/articles/5702269234330-Enabling-and-activating-your-help-center](https://support.zendesk.com/hc/en-us/articles/5702269234330-Enabling-and-activating-your-help-center), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016200533/https://support.zendesk.com/hc/en-us/articles/5702269234330-Enabling-and-activating-your-help-center)
23. Help Scout A Docs site has no limit on the number of articles. "There is no limit to the number of articles you can add to a single Docs site."  [docs.helpscout.com/article/129-help-scout-docs](https://docs.helpscout.com/article/129-help-scout-docs), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260610070436/https://docs.helpscout.com/article/129-help-scout-docs)
24. Help Scout Scout hands sensitive, complex or judgment-dependent conversations to the team. "When a conversation involves sensitive topics, complex account issues, or requests requiring human judgment, Scout hands the conversation off to your team."  [docs.helpscout.com/article/1796-introducing-scout](https://docs.helpscout.com/article/1796-introducing-scout), read on 17 October 2026.
25. Gorgias The AI Agent automation fee applies only when AI Agent resolves a ticket without handing over to a human agent. "An additional outcome-based automation fee applies when AI Agent resolves a ticket without handing over the conversation to a human agent."  [docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385](https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385), read on 17 October 2026.
26. Ticket Fairy [Guide: Choose who Ticket Fairy support contacts about your event](https://www.ticketfairy.com/guides/choose-who-ticket-fairy-support-contacts-about-your-event)
27. Help Scout Paid plans add live chat, SMS, WhatsApp, Instagram and Messenger to email. "Live chat and SMS WhatsApp, Instagram, and Messenger"  [www.helpscout.com/pricing/](https://www.helpscout.com/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009193832/https://www.helpscout.com/pricing/)
28. Front The Starter plan supports a single channel type of Email, Front Chat or SMS; Professional and Enterprise support multiple channel types. "No, the Starter plan only supports a single channel type of Email, Front Chat, or SMS. The Professional and Enterprise plan support multiple channel types."  [front.com/pricing](https://front.com/pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011231250/https://front.com/pricing)
29. Help Scout Collision Detection shows when a teammate is already viewing or replying to a conversation. "In Help Scout, we call this feature Collision Detection and it's another way to clearly know that someone else on your team is already handling a conversation."  [docs.helpscout.com/article/1583-collaborate-with-your-team-in-the-inbox](https://docs.helpscout.com/article/1583-collaborate-with-your-team-in-the-inbox), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260610065035/https://docs.helpscout.com/article/1583-collaborate-with-your-team-in-the-inbox)
30. Freshdesk Omniroute assigns tickets automatically based on agent ticket load, availability and assignment preferences. "Omniroute is Freshdesk's routing engine that powers each automatic routing method in Freshdesk based on agents' ticket load, availability, and assignment preferences."  [support.freshdesk.com/support/solutions/articles/238979-configure-omniroute-settings](https://support.freshdesk.com/support/solutions/articles/238979-configure-omniroute-settings), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515050528/https://support.freshdesk.com/support/solutions/articles/238979-configure-omniroute-settings)
31. Ticket Fairy [Guide: Invite your team to your events and choose what each person can do](https://www.ticketfairy.com/guides/invite-your-team)
32. Freshdesk Day passes give occasional agents access for one day without a full license. "Day passes provide occasional agents with temporary access for a day instead of purchasing a full license."  [www.freshworks.com/freshdesk/pricing/](https://www.freshworks.com/freshdesk/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011113034/https://www.freshworks.com/freshdesk/pricing/)
33. Freshdesk You can invite external collaborators and third parties to help resolve tickets. "Collaborators Invite external agents and third parties to help your full-time support agents resolve complex customer issues."  [www.freshworks.com/freshdesk/pricing/](https://www.freshworks.com/freshdesk/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011113034/https://www.freshworks.com/freshdesk/pricing/)
34. Ticket Fairy [Your Instagram and Facebook followers become ticket buyers](https://www.ticketfairy.com/features/social-media)
35. Gorgias AI Agent also acts as a shopping assistant that helps pre-purchase shoppers find products and buy. "Shopping assistant — engages pre-purchase shoppers on email, chat, SMS, and social media, helping them find products and make a purchase"  [docs.gorgias.com/en-US/ai-agent-explained-497772](https://docs.gorgias.com/en-US/ai-agent-explained-497772), read on 17 October 2026.
36. Help Scout The Free plan includes 5 users, 1 Inbox and 1 Docs site. "The Free plan gives you 5 users, 1 Inbox, and 1 Docs site."  [www.helpscout.com/pricing/](https://www.helpscout.com/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009193832/https://www.helpscout.com/pricing/)
37. Help Scout Standard is $25, Plus $45 and Pro $75 per user per month on annual billing. "Standard $ 25 per user/mo For growing teams looking to automate more tasks and move beyond email."  [www.helpscout.com/pricing/](https://www.helpscout.com/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009193832/https://www.helpscout.com/pricing/)
38. Front Front publishes per-seat monthly prices of $25 (Starter, up to 10 seats), $65 (Professional, up to 50 seats) and $105 (Enterprise). "Starter $25 /seat/mo, up to 10 seats"  [front.com/pricing](https://front.com/pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011231250/https://front.com/pricing)
39. Freshdesk Freshdesk offers a Free program for 6 months for up to two agents. "It is available for free for 6 months, making it an ideal choice for new businesses."  [support.freshdesk.com/support/solutions/articles/50000010099-explore-freshdesk-free-program-freshdesk-only-](https://support.freshdesk.com/support/solutions/articles/50000010099-explore-freshdesk-free-program-freshdesk-only-), read on 17 October 2026.
40. Gorgias Gorgias prices Helpdesk by the tickets you use each month rather than by the number of agents. "This means that you pay for Gorgias based on your actual support usage, rather than the size of your team."  [docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385](https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385), read on 17 October 2026.
41. Help Scout Help Scout bills each Scout AI resolution at $0.75, monthly in arrears. "You will be billed $0.75 per resolution each month."  [docs.helpscout.com/article/1746-ai-resolutions-pricing](https://docs.helpscout.com/article/1746-ai-resolutions-pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009194228/https://docs.helpscout.com/article/1746-ai-resolutions-pricing)
42. Front Front lists $0.89 per conversation for an Autopilot resolution. "for Resolve, SMS, WhatsApp, and Custom Channels, or within 72 hours for email and portal. $0.89"  [help.front.com/en/articles/4890624](https://help.front.com/en/articles/4890624), read on 17 October 2026.
43. Zendesk Zendesk charges for AI agent usage only when the AI agent resolves a request without passing it to a human agent. "Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent."  [support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers](https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195635/https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers)
44. Intercom Fin charges at most one outcome per conversation, even when it takes multiple actions. "You're only charged for one outcome per conversation , even if Fin takes multiple actions."  [www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes](https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195710/https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes)
45. Help Scout Teams can set a monthly spending limit on Scout resolutions. "You control your Scout usage by setting a monthly spending limit based on the number of resolutions."  [docs.helpscout.com/article/1746-ai-resolutions-pricing](https://docs.helpscout.com/article/1746-ai-resolutions-pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009194228/https://docs.helpscout.com/article/1746-ai-resolutions-pricing)

Updated 17 October 2026: First published.

Freshdesk is a trademark of its owner. Front is a trademark of its owner. Gorgias is a trademark of its owner. Help Scout is a trademark of its owner. Intercom is a trademark of its owner. Zendesk is a trademark of its owner. Ticket Fairy is not affiliated with them.

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