Feature Limits Based on Pricing Plans
This article provides a comprehensive overview of the features available in BoldDesk pricing plans—Scale (Legacy), Momentum (Legacy), and Enterprise—along with their respective usage limits
Effective March 8, 2026, the Scale (Legacy) and Momentum (Legacy) plans are no longer available to new customers and remain available only to existing subscribers.
Feature Limits Table
This includes the deprecated Legacy plans (Scale and Momentum) limits for existing customers and the Enterprise Team Based Plan Limits for all new customers.
| Feature Name | Description | Scale Plan Limits (Legacy) | Momentum Plan Limits (Legacy) | Enterprise Team Based Plan Limits |
|---|---|---|---|---|
| Create Ticket Trigger | Automate ticket creation based on conditions | 25 | 50 | 200 |
| Update Ticket Trigger | Automate ticket updates based on conditions | 25 | 50 | 200 |
| Time Trigger | Schedule actions based on time | 0 | 25 | 100 |
| Auto Assignment | Automatically assign tickets to agents | 0 | 50 | 200 |
| Agent Shifts | Define working hours for agents | 0 | 0 | 25 |
| SLA Policies | Service Level Agreement rules for response/resolution | 1 | 10 | 25 |
| Schedule Reports | Automate report generation | 0 | 0 | 25 |
| Webhooks | Send real-time data to external apps | 5 | 5 | 10 |
| Holiday List | Configure holidays for SLA calculations | 1 | 10 | 25 |
| Multiple Ticket Forms per Brand | Create different ticket forms for each brand | 0 | 5 | 15 |
| Ticket Fields | Custom fields for tickets | 25 | 50 | 200 |
| Ticket Form Fields | Fields displayed on ticket forms | 25 | 25 | 50 |
| Ticket Field Dependency | Conditional logic between ticket fields | 5 | 10 | 25 |
| User Fields | Custom fields for both Agents and contacts | 0 | 10 | 25 |
| Contact Field Dependency | Conditional logic between contact fields | 0 | 10 | 25 |
| Dropdown Field Option Values | Maximum options allowed in dropdown fields | 1500 | 1500 | 1500 |
| Activity Types | Define custom activity types | 0 | 0 | 10 |
| Support Emails (Email Inboxes) | Number of email inboxes you can connect | 5 | 10 | Based on the selected team size. |
| Web Forms | Number of web forms for ticket submission | 5 | 10 | 25 |
| Web Widgets | Number of widgets for embedding ticket forms | 5 | 10 | 25 |
| KB Sections | Sections in Knowledge Base | 25 | 100 | 500 |
| KB Categories | Categories in Knowledge Base | 25 | 100 | 500 |
| Custom Apps | Integrate custom applications | 0 | 5 | 10 |
| Brands | Number of brands supported | 1 | 1 | Based on the selected team size. |
| Chat Fields | Custom fields for chat | 25 | 50 | 200 |
| Chat SLA Count | SLA policies for chat | 1 | 10 | 25 |
| Live Chat Widget | Number of live chat widgets | 0 | 2 | 10 |
| Chat Business Hours | Define business hours for chat | 1 | 10 | 25 |
| Facebook Channel Limit | Connect Facebook pages | 0 | 10 | 10 |
| Instagram Channel Limit | Connect Instagram accounts | 0 | 10 | 10 |
| SMS Channel Limit | Connect SMS channels | 0 | 2 | 10 |
| Telegram Channel Limit | Connect Telegram accounts | 0 | 2 | 10 |
| WhatsApp Channel Limit | Connect WhatsApp accounts | 0 | 2 | 10 |
| End Users (Contacts) | End‑user accounts that can contact support | Not metered (unlimited) | Not metered (unlimited) | Not metered (unlimited) |
| Chat Conversations | Allocation of Live Chat conversations; overage billed per current pricing | 0 | Not metered (unlimited) | Not metered (unlimited) |
Frequently Asked Questions (FAQs)
Q1. Are BoldDesk inbox limits per brand or account-wide?
A: Email inbox limits are account-wide across all brands.
Q2. What happens if I exceed the BoldDesk inbox limit?
A: You cannot add more inboxes unless you upgrade or get additional support email count at an extra cost.
Q3. Can I export reports in all BoldDesk plans?
A: Yes. Manual report export is included in all plans, including legacy plans.
Q4. Is there a monthly limit on Live Chat usage—visitors or conversations?
A: No. BoldDesk does not meter end users (contacts or visitors); billing is agent‑based.
Q5: Do you still offer an unlimited‑users (unlimited agents) license in BoldDesk?
A: BoldDesk provides a Team-based plan within its Enterprise-level licensing. This plan enables organizations to include the desired number of agents without individual agent charges, offering a comprehensive solution for teams requiring unlimited agent capacity.
