BoldDesk provides two pricing options:

• AI First: Pay for AI work and include unlimited human agents under the applicable fair-usage policy.
• Help Desk: Pay per human agent and activate an eligible AI add-on separately when AI-powered features are required.

Additional AI Credit Packs cannot be purchased as a standalone item while the organization remains on a trial subscription. To purchase additional credits during the trial upgrade, select an eligible AI-enabled plan and include the required AI Credit Packs during plan configuration.

This article explains how to compare the AI First and Help Desk pricing options, complete the applicable plan configuration, proceed through the shared payment process, and verify the upgraded subscription.

Prerequisites

Before upgrading the trial, ensure that:

• The BoldDesk organization has an active trial subscription.
• You have administrator or billing access.
• You know whether the organization requires AI First or Help Desk pricing.
• You know the required number of agents when selecting Help Desk.
• You have estimated the required AI Credit usage when selecting an AI-enabled plan.
• A valid payment method is available.
• The payment method supports any verification required by the card issuer.

Understand the Pricing Options

Use the following comparison to select the appropriate pricing option.

Choose AI First

Select AI First when the organization:

• Plans to use AI Agents across supported channels.
• Requires an included monthly AI Credit allocation.
• Requires unlimited human agents under the applicable fair-usage policy.
• Prefers pricing based primarily on AI usage.
• Requires additional AI Credit Packs during the trial upgrade.

Choose Help Desk

Select Help Desk when the organization:

• Primarily requires human-agent help desk functionality.
• Prefers per-agent pricing.
• Requires ticketing, automation, SLAs, Omnichannel support, Knowledge Base, reporting, and security capabilities.
• May activate an eligible AI add-on separately after upgrading.

Compare the AI First Plans

The AI First pricing option can include the following plans:

Additional AI Credits are purchased in packs of 1,000 credits.

Understand the Help Desk Plan

The Help Desk pricing option provides the Enterprise help desk plan using per-agent pricing.

The included features can cover:

• Unlimited tickets and articles
• Workflow automation and SLAs
• Custom portal, domain, and branding
• SSO, audit logs, and role-based access
• Email, Live Chat, WhatsApp, Social, and SMS
• Multilingual and multi-brand Knowledge Base
• Custom reports and dashboards
• SOC 2, HIPAA, and GDPR compliance

After selecting Purchase Now, BoldDesk opens the Build your plan page. This page enables the administrator to select the billing cycle and number of agents before reviewing the Order Summary.

Open Billing and Subscription

1. Sign in to the BoldDesk Agent Portal as an administrator.

2. Open the Admin Center.

3. Under General, select Billing and Subscription.

   

The page displays the current Trial Plan, including:

• Current trial plan
• Trial period
• Remaining trial days

Choose the applicable purchase path:

• Purchase an AI First plan
• Purchase a Help Desk plan

After completing the applicable plan configuration, continue to Review the Stripe Checkout.

Purchase an AI First Plan

Complete this section only when AI First is selected.

1. Select AI First and the Billing Cycle

1. Select the AI First tab.
2. Select the required billing cycle:
   • Monthly
   • Yearly
3. Review the displayed prices and any applicable yearly discount.

2. Select an AI First Plan

1. Review the available plans:

   • Scale AI
   • Momentum AI
   • Enterprise AI

2. Compare:

   • Included AI Credits
   • Supported AI Agent channels
   • Ticketing and automation features
   • Routing and SLA capabilities
   • Multi-brand support
   • Compliance requirements
   • Reporting capabilities

3. Select Purchase Now or the applicable purchase action for the required plan.

   

3. Configure the AI First Plan and Credit Packs

The selected plan opens on the Build your plan page.

1. Confirm the billing cycle.

2. Review the AI Credits included with the selected plan.

3. Review the human-agent allocation.

4. Under AI Add-ons, enable AI Credits.

5. Under No. of AI Credit Packs, select the required number of additional packs.

6. Review the calculated AI Credit Pack amount.

   

One AI Credit Pack contains:

1,000 AI Credits

Estimate the Required Packs

Use the following calculation:

Additional credits required ÷ 1,000 = Number of credit packs

Round up when the result is not a whole number.

For example:

2,500 additional credits ÷ 1,000 = 2.5

Purchase 3 packs, which provide 3,000 additional AI Credits.

Example AI Credit Allocation

Assume the selected plan includes 1,000 AI Credits per month and the organization adds two AI Credit Packs.

The plan allocation and additional AI Credit charges are shown separately in the Order Summary.

4. Review the AI First Order Summary

Review the following information:

If the information is correct, select Proceed to Payment.

Purchase a Help Desk Plan

Complete this section only when Help Desk is selected.

1. Select Help Desk and the Billing Cycle

1. Select the Help Desk tab.
2. Select the required billing cycle:
   • Monthly
   • Yearly
3. Review the displayed Enterprise per-agent price and any applicable yearly discount.
4. Select See full features when a complete feature list is required.

2. Select the Enterprise Plan

1. Review the Enterprise plan and its included help desk features.
2. Confirm that per-agent pricing is appropriate for the organization.
3. Select Purchase Now.

BoldDesk opens the Build your plan page.

3. Build the Help Desk Plan

On the Build your plan page:

1. Confirm the Billing Cycle:
   • Monthly
   • Annually
2. Under No. of Agents, select the required number of human agents.
3. Review the calculated Enterprise subscription amount.

The subscription amount is calculated using:

Per-agent price × Number of agents × Billing period

For example, the interface may display an annual calculation similar to:

$35.00 × 1 agent × 12 months = $420.00

4. Review the Help Desk Order Summary

The Order Summary updates according to the billing cycle and number of agents.

Review the following information:

The initial Help Desk Build your plan page displays the Enterprise subscription and agent quantity. It does not display an AI Credit Pack selector.

If the information is correct, select Proceed to Payment.

Complete the Shared Checkout Process

The following checkout, payment, promotion-code, and verification steps apply after either the AI First or Help Desk plan configuration is completed.

Review the Stripe Checkout

After selecting Proceed to Payment, BoldDesk redirects to the Stripe-hosted checkout page.

Review the applicable line items:

• Selected BoldDesk plan
• Billing frequency
• Agent quantity, when applicable
• Additional AI Credits, when applicable
• Subscription charge
• AI Credit Pack charge, when applicable
• Subtotal
• Applicable tax
• Total due today
• Recurring subscription amount

For an AI First purchase with additional credits, the subscription and AI Credit Pack charges can appear as separate line items.

For a Help Desk purchase, the checkout reflects the Enterprise subscription and selected agent quantity.

Apply a Promotion Code

If a valid promotion code is available:

1. On the Stripe checkout page, select Add promotion code.
2. Enter the code exactly as provided.
3. Apply the code.
4. Confirm that the discount is reflected in the total.

For detailed instructions, refer to How to Apply Coupon Codes When Purchasing BoldDesk.

Complete the Payment

Use one of the payment options displayed by Stripe:

• Complete Stripe Link verification to use saved payment information.
• Select Send code to email instead, when available.
• Select Pay without Link to enter payment information without using a saved Stripe Link account.

Enter the required billing and payment information, complete any verification requested by the card issuer, and submit the payment.

Verify the Subscription and AI Credits

After the payment is completed successfully:

1. Return to Admin Center → Billing and Subscription.
2. Confirm that the paid subscription is active.
3. Review:
   • Product option
   • Selected plan
   • Billing cycle
   • Agent quantity, when applicable
4. For an AI First purchase, open the AI Credits page and confirm that the expected credit allocation and additional packs are displayed.
5. For a Help Desk purchase, verify that the Enterprise subscription and selected agent quantity are active.
6. Review the purchase history and invoice when available.

The paid subscription and any purchased AI Credit Packs become available after the payment is processed successfully.

Purchase Additional AI Credits After Upgrading

After an eligible paid subscription and AI add-on are active, go to:

Admin Center → Billing and Subscription → AI Credits

Eligible administrators can:

• Purchase additional AI Credit Packs.
• Configure Auto Recharge.
• Review previous purchases.
• View invoices.
• Manage the payment method.

For detailed instructions, refer to How to Manage AI Add-on Credits in BoldDesk.

Troubleshoot Purchase Issues

AI Credits Cannot Be Purchased During the Trial

Additional AI Credit Packs cannot be purchased as a standalone item while the organization remains on a trial.

Select an eligible AI First plan and include the required packs during the trial upgrade.

AI Credit Options Are Not Displayed

Verify that:

• An AI First plan is selected when credits are required during the trial upgrade.
• The selected plan supports AI Credits.
• The applicable credit purchase option is available in the current plan configuration.

The initial Help Desk Build your plan page does not display AI Credit Packs.

The Help Desk Total Is Higher Than Expected

Verify:

• Number of agents
• Monthly or annual billing cycle
• Applicable tax
• Other charges shown in the Order Summary

The Help Desk subscription uses per-agent pricing. Increasing the number of agents increases the subscription total.

The Payment Cannot Be Completed

Review the message displayed by Stripe and verify:

• Card details
• Billing address
• Available balance
• Card validity
• Online or recurring-payment support
• Additional card-issuer verification

If payment continues to fail, contact the card issuer or use another available payment method.

Purchased AI Credits Are Not Displayed

1. Confirm that payment was completed successfully.
2. Refresh Billing and Subscription.
3. Open the AI Credits page.
4. Review the purchase history.
5. Confirm that the payment status is Paid.
6. Contact BoldDesk Support if the eligible subscription is active but the purchased credits remain unavailable.

The Wrong Plan Was Selected

Do not complete payment when the Order Summary displays an incorrect product option, plan, billing cycle, agent quantity, or credit quantity.

Return to the applicable plan configuration and correct the selections before checkout.

Frequently Asked Questions

1. What Is the Difference Between AI First and Help Desk Pricing?
   AI First uses plan-based pricing, includes a monthly AI Credit allocation, and provides unlimited human agents under the applicable fair-usage policy.
   Help Desk uses per-agent pricing and focuses on human-agent help desk functionality.

2. What Happens After I Select Purchase Now on the Help Desk Tab?
   BoldDesk opens the Build your plan page. Select the billing cycle and number of agents, review the Order Summary, and then select Proceed to Payment.

3. How Is the Help Desk Subscription Total Calculated?
   The Help Desk Enterprise subscription uses per-agent pricing:
   Per-agent price × Number of agents × Billing period
   Applicable tax is added separately.

4. Can I Select AI Credit Packs on the Help Desk Build Your Plan Page?
   No AI Credit Pack selector appears on the Help Desk purchase page shown in this article.
   After an eligible Help Desk subscription and AI add-on are active, use the AI Credits page to purchase and manage credits when that option is available.

5. Which AI First Plans Are Available?
   The AI First pricing option can include:

   • Scale AI
   • Momentum AI
   • Enterprise AI
     The included AI Credit allocation and available features depend on the selected plan.

6. How Many Credits Are in One AI Credit Pack?
   One AI Credit Pack contains 1,000 AI Credits.

Related Articles

1. How to Manage AI Add-on Credits in BoldDesk
2. Understanding AI Credits in BoldDesk
3. How BoldDesk Free Trial Works: Features and Reactivation Guide
4. BoldDesk Subscription Plans: Compare Features and Pricing
5. How to Apply Coupon Codes When Purchasing BoldDesk