Knowledge base / Helpdesk / Plans & licensing
Plans & licensing
Three plans, each including everything in the plan before it. Every organisation starts with a 14-day trial of all Enterprise features, counted per Microsoft 365 tenant.
| Feature | Plus | Pro | Enterprise |
|---|---|---|---|
| Active agents | up to 5 | up to 25 | unlimited |
| Tickets, portal, knowledge base, announcements, canned responses | ✓ | ✓ | ✓ |
| SLA targets, warnings and escalation | ✓ | ✓ | ✓ |
| Email notifications (standard wording), dashboard and reports | ✓ | ✓ | ✓ |
| Personal reminders, reminders to requesters and auto-resolve | ✓ | ✓ | ✓ |
| Routing rules, business hours and holidays | — | ✓ | ✓ |
| Custom fields, ticket form designer, approvals | — | ✓ | ✓ |
| Satisfaction surveys, time tracking, Kanban board | — | ✓ | ✓ |
| Suggested articles, custom email templates, all reminder types | — | ✓ | ✓ |
| Email to ticket and external requesters | — | — | ✓ |
| Microsoft 365 Copilot agent, archive and retention | — | — | ✓ |
How licensing works
- Trial. 14 days with every Enterprise feature, counted per organisation (tenant) from the earliest installation date found, using SharePoint's server clock. A reinstall or a changed PC clock does not restart it.
- Licence keys are digitally signed by the vendor and issued for one Microsoft 365 tenant. Paste the key under Admin › Plan & licence. The app checks it itself, with no call to a licence server.
- Plan limits. Features outside your plan are switched off (their saved settings are kept and return on upgrade). Only as many agents as the plan's seats are active: admins first, then by date added.
- End of a licence. 14 days' grace after the end date. After that the helpdesk shows a lock screen until a key is activated. Your data is kept in your SharePoint lists.
Still need help?Our team answers product questions by email, and we can walk you through it on a call.
Open in the full guideContact support