What “free” should mean in a ticketing system

Reading this first? The small-team support desk: a complete guide puts every decision in order.

"Free" in support software usually means one of three things: a trial with a deadline, a tier with a seat cap that ends before your team does, or a real free plan with the features you need to run support.

Four questions separate them:

  1. How many seats, permanently? Not for 14 days — for as long as you stay small.
  2. Which channels are included? A free plan that covers email but not chat is a trial of half a product.
  3. What does the paid part cost per unit? Per seat is predictable; per action needs a number you can check.
  4. Is the price published? If the answer to "what will this cost" is a call, the number is not for you.

Onsites AI is free for the first three seats, permanently. Beyond that, AI is billed per action from about $0.03, and the pricing is on the site — no call required.

What a free ticketing system should include · published pricing

Free for the first 3 seats. onsitesai.com

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