BoldDesk provides a single subscription plan with all product features included. Subscription pricing and capacity are determined by your selected AI credit tier, included agent allocation, billing cycle, and any additional purchased agents.

You can use the Billing & Subscription page to:

• Request a higher or lower AI credit tier.
• Add or remove agents.
• Change the billing cycle.
• Purchase additional AI credit packs.
• Manage payment methods.
• Update billing and shipping addresses.

Prerequisite

In this article:

• An upgrade means moving to a higher AI credit tier, adding agents, or increasing the capacity of the active subscription.
• A downgrade means moving to a lower AI credit tier, removing agents, or reducing the capacity of the active subscription.
• A modification includes changing the billing cycle, purchasing additional AI credits, updating the payment method, or changing billing-related information.

Each AI credit tier includes a specified number of human agents. Additional agents can also be added separately.

For current AI credit tiers, included agents, and pricing information, explore BoldDesk Pricing.

Request an Upgrade, Downgrade, or Subscription Change

Use the following steps to request a different AI credit tier, add or remove agents, change the billing cycle, or request another subscription-related change.

Step 1. Open Billing & Subscription

1. Go to Admin Center.

2. Select Billing and Subscription.
   

   
   
   

The Billing and Subscription page displays information about your active subscription, including:

• Plan name
• Number of agents
• Number of AI credits
• Subscription pricing
• Billing details
• Payment details

Step 2. Select a Subscription Change Option

Within the Plan Details section, choose the option that best matches the change you want to make.

Step 3. Contact the Support Team

After selecting Change Plan, Add Agents +, or Add Credits +, the Update Subscription dialog appears.

1. Click the support team link.

2. You will be redirected to the Customer Portal.
   

   
   
   

Step 4. Submit Your Request

From the Customer Portal, contact the BoldDesk Support team using one of the available support channels.
Depending on your organization’s support configuration, you may be able to:

• Create a support ticket.
• Start a live chat with an agent.

When submitting the request, include details such as:

• Desired AI credit tier.
• Number of agents to add or remove.
• Preferred billing cycle.
• Requested effective date.
• Any additional subscription requirements.

The BoldDesk Support team will review your request and provide the next steps.

Understanding Change Plan, Add Agents +, and Add Credits +

Although these options appear in different areas of the Plan Details section, they all currently follow the same workflow.

All requests are reviewed and processed by the BoldDesk Support team.

What Happens After You Submit a Request?

After contacting the BoldDesk Support team:

1. The support team reviews your request.
2. A representative contacts you if additional information is required.
3. Any pricing or billing impact is explained.
4. The effective date of the requested change is confirmed.
5. After approval, the requested changes are applied to your subscription.
6. You receive confirmation when the update has been completed.

Purchase Additional AI Credits

If you need additional AI credits without changing your recurring AI credit tier, use the Purchase AI Credits option located in the AI Addon Credits section.

This option opens the direct AI credit purchase workflow and does not require assistance from the BoldDesk Support team.
With the Purchase AI Credits workflow, you can:

• Purchase additional AI credit packs.
• Configure Auto Recharge.
• Review payment details.
• Complete the purchase immediately.

Additional AI credit packs are consumed after the monthly subscription credits and remain available until the next subscription renewal.

For detailed instructions, explore How to Manage Billing and Subscription in BoldDesk.

Make Other Billing and Subscription Changes

The Billing & Subscription page also allows you to:

• Review the current billing cycle.
• View the active billing period.
• Check the next billing date.
• Review the next billing amount.
• Manage payment methods.
• Update billing addresses.
• Update shipping addresses.
• Review subscription information.

For complete instructions, explore How to Manage Billing and Subscription in BoldDesk.

Frequently Asked Questions

1. Does BoldDesk offer multiple feature-based plans?
   No. BoldDesk currently offers a single plan with all product features included. Subscription pricing varies based on factors such as:

   • AI credit tier
   • Included agents
   • Additional purchased agents
   • Billing cycle

   For current pricing information, explore BoldDesk Pricing.

2. Why is there a Change Plan option if BoldDesk has only one plan?
   The Change Plan option is used to request changes to the configuration of the active subscription. For example, you can request:

   • A higher AI credit tier
   • A lower AI credit tier
   • A different billing cycle
   • Other subscription configuration changes

   The option does not switch between different feature-based plans.

3. Can I upgrade or downgrade my AI credit tier?
   Yes.

   • Open Billing & Subscription.
   • Click Change Plan.
   • In the Update Subscription dialog, select the support team link.
   • Submit your request through the Customer Portal.
     The BoldDesk Support team will review the request and provide the next steps.

4. Can I add or remove agents?
   Yes.

   • Open Billing & Subscription.
   • Click Add Agents +.
   • In the Update Subscription dialog, select the support team link.
   • Submit your request.

   The support team will review the requested change and update your subscription accordingly.

5. Can I change from monthly to yearly billing?
   Yes.

   • Open Billing & Subscription.
   • Click Change Plan.
   • Contact the BoldDesk Support team using the support team link provided in the Update Subscription dialog.

   The support team will review the request and explain any applicable billing changes.

6. What happens when I select the support team link?
   The support team link redirects you to the Customer Portal.
   From the portal, you can:

   • Create a support ticket.
   • Start a chat with an agent (if chat is enabled).

   The support team will review your request and guide you through the required subscription changes.

Related Articles

1. How to Manage Billing and Subscription in BoldDesk.
2. How to Update Billing and Shipping Address in BoldDesk.