Feature Limits Based on Pricing Plans in BoldDesk
This article explains the feature usage limits available across BoldDesk pricing plans and helps customers understand how those limits apply to both current and legacy subscriptions.
Plan Mapping
The feature limits in this article generally align as follows:
| Current Plan | Corresponding Legacy Plan |
|---|---|
| Scale AI | Scale (Legacy) |
| Momentum AI | Momentum (Legacy) |
| Enterprise AI | Enterprise Team-based (Legacy) |
Existing customers can continue using their legacy subscriptions. However, the availability of a legacy plan to existing subscribers does not mean that the plan remains available for new purchases.
Current Plans
- Scale AI
- Momentum AI
- Enterprise AI
- Enterprise Without AI
The article also includes the corresponding limits for customers using the following legacy plans:
Legacy Plans
- Scale (Legacy)
- Momentum (Legacy)
- Enterprise Team-based (Legacy)
The Scale (Legacy), Momentum (Legacy), and Enterprise Team-based (Legacy) plans remain available only to customers who subscribed to them before the introduction of the current pricing structure. These legacy plans are no longer available for purchase by new customers.
New customers should refer to the following current plans:
- Scale AI
- Momentum AI
- Enterprise AI
- Enterprise Without AI
Understand the Current Plans
The current BoldDesk pricing structure includes the following plans:
| Plan | Intended Use | Includes |
|---|---|---|
| Scale AI | AI-first email and self-service support | AI credits, human agents, Email AI Agent, ticketing, Knowledge Base, workflow automation, custom fields and views, web widgets, and forms |
| Momentum AI | AI-powered support across multiple customer channels | Everything in Scale AI, plus AI Agent for chat, WhatsApp, social channels, and SMS, auto-assignment, multiple SLAs, CSAT surveys, and custom roles |
| Enterprise AI | Advanced AI-powered support for multi-brand organizations | Everything in Momentum AI, plus multi-brand help desk and Knowledge Base, HIPAA compliance, ticket approvals, agent shifts, custom dashboards, and scheduled reports |
| Enterprise Without AI | Advanced enterprise support without AI capabilities | Enterprise-grade help desk capabilities, multi-brand support, advanced reporting, compliance features, and enterprise administration controls without AI credits and AI-powered capabilities |
The AI-credit allocation, human-agent entitlement, subscription price, and billing frequency depend on the selected plan and subscription configuration.
For the most up-to-date subscription details, refer to the BoldDesk pricing page or navigate to Admin Center → Billing & Subscription within your BoldDesk account.
Interpret the Plan Limits
Use the following guidelines when reading the feature limits table:
- Scale AI, Momentum AI, and Enterprise AI are the current AI-First plans available to new customers.
- Scale (Legacy), Momentum (Legacy), and the previous Enterprise (Agent-based) plan remain available to customers who already subscribed to them.
- For the features listed in this article, Scale AI provides the same feature limits as Scale (Legacy), unless a row states otherwise.
- For the features listed in this article, Momentum AI provides the same feature limits as Momentum (Legacy), unless a row states otherwise.
- For the features listed in this article, Enterprise AI provides the same feature limits as the previous Enterprise (Agent-based) plan, except where the table shows a different entitlement.
- A value of
0means that the feature is not included in the applicable plan. - Not metered (unlimited) means that BoldDesk does not apply a fixed numerical usage limit to the applicable feature.
- Based on the selected team size applies only to the previous Enterprise (Agent-based) plan. It does not apply to Enterprise AI.
- AI-credit allowances are documented separately because they apply to the AI-First plans and are not equivalent to the feature limits listed in this table.
Feature Limits Table
The following table compares the feature limits for the current AI-First plans and the corresponding previous plans.
| Feature Name | Description | Scale AI | Momentum AI | Enterprise AI | Enterprise Without AI | Scale (Legacy) | Momentum (Legacy) | Enterprise Team-based (Legacy) |
|---|---|---|---|---|---|---|---|---|
| Create Ticket Triggers | Automate actions when tickets are created and match specified conditions | 25 | 50 | 200 | 200 | 25 | 50 | 200 |
| Update Ticket Triggers | Automate actions when tickets are updated and match specified conditions | 25 | 50 | 200 | 200 | 25 | 50 | 200 |
| Time Triggers | Perform scheduled actions on tickets that meet time-based conditions | 0 | 25 | 100 | 100 | 0 | 25 | 100 |
| Auto Assignment Rules | Automatically assign eligible tickets to agents | 0 | 50 | 200 | 200 | 0 | 50 | 200 |
| Agent Shifts | Define working schedules for agents | 0 | 0 | 25 | 25 | 0 | 0 | 25 |
| SLA Policies | Define response and resolution targets | 1 | 10 | 25 | 25 | 1 | 10 | 25 |
| Scheduled Reports | Automatically generate and send reports according to a schedule | 0 | 0 | 25 | 25 | 0 | 0 | 25 |
| Webhooks | Send real-time BoldDesk event data to external applications | 5 | 5 | 10 | 10 | 5 | 5 | 10 |
| Holiday Lists | Configure holidays used in SLA and business-hours calculations | 1 | 10 | 25 | 25 | 1 | 10 | 25 |
| Multiple Ticket Forms per Brand | Create multiple ticket forms for different request types within a brand | 0 | 5 | 15 | 15 | 0 | 5 | 15 |
| Ticket Fields | Define default and custom fields for tickets | 25 | 50 | 200 | 200 | 25 | 50 | 200 |
| Ticket Form Fields | Define the fields displayed on ticket forms | 25 | 25 | 50 | 50 | 25 | 25 | 50 |
| Ticket Field Dependencies | Define conditional relationships between ticket fields | 5 | 10 | 25 | 25 | 5 | 10 | 25 |
| User Fields | Define default and custom fields that can be added to applicable agent and contact forms | 0 | 10 | 25 | 25 | 0 | 10 | 25 |
| Contact Field Dependencies | Define conditional relationships between contact fields | 0 | 10 | 25 | 25 | 0 | 10 | 25 |
| Contact Group Fields | Define custom fields for contact groups | 0 | 10 | 25 | 25 | 0 | 10 | 25 |
| Dropdown Field Option Values | Maximum number of options supported in a dropdown field | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 |
| Activity Types | Define custom activity types | 0 | 0 | 10 | 10 | 0 | 0 | 10 |
| Support Emails (Email Inboxes) | Number of support email inboxes that can be configured across the account | 5 | 10 | 25 | 25 | 5 | 10 | Based on the selected team size |
| Web Forms | Number of web forms available for ticket submission | 5 | 10 | 25 | 25 | 5 | 10 | 25 |
| Web Widgets | Number of widgets that can be embedded on external websites | 5 | 10 | 25 | 25 | 5 | 10 | 25 |
| Knowledge Base Sections | Number of sections supported in the Knowledge Base | 25 | 100 | 500 | 500 | 25 | 100 | 500 |
| Knowledge Base Categories | Number of categories supported in the Knowledge Base | 25 | 100 | 1,000 | 1,000 | 25 | 100 | 1,000 |
| Custom Apps | Number of custom applications that can be integrated | 0 | 5 | 10 | 10 | 0 | 5 | 10 |
| Brands | Number of brands supported in the BoldDesk account | 1 | 1 | 10 | 10 | 1 | 1 | Based on the selected team size |
| Chat Fields | Number of custom fields supported for chat conversations | 25 | 50 | 200 | 200 | 25 | 50 | 200 |
| Chat SLA Policies | Number of SLA policies available for chat | 1 | 10 | 25 | 25 | 1 | 10 | 25 |
| Live Chat Widgets | Number of live chat widgets supported | 0 | 2 | 10 | 10 | 0 | 2 | 10 |
| Chat Business Hours | Number of business-hours configurations supported for chat | 1 | 10 | 25 | 25 | 1 | 10 | 25 |
| Facebook Channels | Number of Facebook pages that can be connected | 0 | 10 | 10 | 10 | 0 | 10 | 10 |
| Instagram Channels | Number of Instagram accounts that can be connected | 0 | 10 | 10 | 10 | 0 | 10 | 10 |
| SMS Channels | Number of SMS channels that can be connected | 0 | 2 | 10 | 10 | 0 | 2 | 10 |
| Telegram Channels | Number of Telegram accounts that can be connected | 0 | 2 | 10 | 10 | 0 | 2 | 10 |
| WhatsApp Channels | Number of WhatsApp accounts that can be connected | 0 | 2 | 10 | 10 | 0 | 2 | 10 |
| End Users (Contacts) | Number of customer or contact records that can interact with support | Not metered | Not metered | Not metered | Not metered | Not metered | Not metered | Not metered |
| Chat Conversations | Allocation of live chat conversations | 0 | Not metered | Not metered | Not metered | 0 | Not metered | Not metered |
When comparing plans in this table, keep the following in mind:
- The feature limits listed in this article are separate from subscription entitlements such as AI credits, included human-agent quantities, pricing, and billing terms.
- Even when two plans share similar names or feature limits, their AI-credit allocations, agent entitlements, pricing, and subscription terms may differ.
- For the features listed in this article, Scale AI and Momentum AI have the same feature limits as Scale (Legacy) and Momentum (Legacy) respectively.
- Most feature limits for Enterprise AI are also comparable to those of Enterprise Team-based (Legacy). However, some limits differ.
- Enterprise AI supports up to 25 Support Emails and 10 Brands.
- In Enterprise Without AI and Enterprise Team-based (Legacy), the Support Email and Brand limits depend on the selected team size.
- Therefore, Based on the selected team size applies only to Enterprise Without AI and Enterprise Team-based (Legacy) and does not apply to Enterprise AI.
For the most accurate information regarding AI credits, agent allocations, pricing, and billing terms, refer to your subscription details or the current BoldDesk pricing information.
Frequently Asked Questions
1. Are the legacy plans discontinued for existing subscribers?
No. Customers subscribed to Scale (Legacy), Momentum (Legacy), or Enterprise Team-based (Legacy) can continue using their existing subscriptions.
However, these legacy plans are no longer available for purchase by new customers.
2. Which plans are available to new customers?
New customers should refer to the following current plans:
- Scale AI
- Momentum AI
- Enterprise AI
- Enterprise Without AI
Available plans, AI credits, human-agent allocations, pricing, and billing terms can be viewed in Admin Center → Billing & Subscription.
3. Do Scale AI and Scale (Legacy) have the same feature limits?
Yes. For the features listed in this article, Scale AI and Scale (Legacy) have the same feature limits.
However, this does not necessarily mean that both plans have the same AI-credit allocations, included agent quantities, pricing, or billing terms.
4. Do Momentum AI and Momentum (Legacy) have the same feature limits?
Yes. For the features listed in this article, Momentum AI and Momentum (Legacy) have the same feature limits.
AI-credit allocations, pricing, agent entitlements, and billing terms may differ between the current and legacy plans.
5. Do Enterprise AI and Enterprise Team-based (Legacy) have the same feature limits?
Most feature limits are the same. However, limits for Support Emails and Brands differ in certain enterprise plans and are identified separately in this article.
6. Are support email limits applied per brand?
No. The support email limit applies across the entire BoldDesk account and is shared by all configured brands.
7. What happens when the support email limit is reached?
Once the applicable support email limit is reached, additional support email inboxes cannot be added. Customers must upgrade to an eligible plan or contact BoldDesk to discuss available options.
8. Where can I verify my current subscription plan?
Navigate to Admin Center → Billing & Subscription to view your active plan, billing period, subscription details, and available upgrade options.
