BoldDesk offers AI-powered subscriptions that are based on the number of AI Credits you choose. The selected AI Credit allocation determines your subscription capacity and the AI features available within your helpdesk. AI capabilities are included as part of your AI Credit-based subscription and are designed to enhance support efficiency and customer experience. Depending on your subscription, you can take advantage of features such as:

• AI-generated replies
• Ticket summarization
• Smart suggestions

These AI-powered features help reduce response times, improve agent productivity, and streamline support workflows, enabling teams to deliver faster and more effective customer support.

Prerequisites

Before enabling AI add-ons, ensure that you have:

• An active BoldDesk subscription
• Admin access in BoldDesk
• A valid payment method

Available AI Add-on Credits

BoldDesk offers a unified AI experience where both AI Assist (formerly AI Copilot) and AI Agents consume credits from a single AI credit pool. Credit purchasing and management are centralized under one AI add-on, making it easier to track and manage AI usage across your organization.

AI Credits (Usage-based Model)

• A single credit pool is shared between AI Assist and AI Agents.
• Credits are consumed based on AI request complexity, model usage, and volume.
• Provides flexibility for teams with varying support demands.
• Credit purchase, monitoring, and management are available through a unified AI add-on experience.

Example

• If an agent uses AI Assist to generate a reply, summarize a ticket, or perform another AI-powered action, credits are deducted from the shared credit balance.
• If AI Agents handle customer interactions or execute AI-driven tasks, the same shared credit balance is used.
• All AI usage across AI Assist and AI Agents is tracked against the organization’s available credits.

How to Update AI Add-on Credits

1. Access the Billing and Subscription section

• Go to the Admin panel.
• Select Billing and Subscription.
  
  
  
  
  

2. Locate AI Add-on Credits

• On the Billing & Subscription page, find the AI Add-on Credits section.
• Depending on your current subscription status:
  • If you have already purchased or enabled an add-on, you will see the Purchase AI Credits option.
    
    
    
    
    

3. Purchasing AI Credits

To purchase the AI credits, follow the steps below:

1. Click on Purchase AI Credits option.
2. You will be redirected to the AI Agent Credits Details.
3. In the pop-up window, update the No. Of Credits Packs and click on continue. You can also enable auto recharge from this page. For example, 1 credit pack (1000 credits) is purchased at $40.
   
   
   
   
   

4. Manage Add-on Credits Auto Recharge

To manage the AI Add-on credits, follow the steps below:

1. Click on Purchase AI Credits option.
2. You will be redirected to the AI Agent Credits Details.
3. Toggle on Enable Auto Recharge. AI Agent credits will auto-recharge whenever depleted. If not set up, you’ll need to recharge manually as needed.
4. Setup No. of Credit Packs for Auto Recharge. You will automatically receive a recharge of the number of Credits Pack set up once your credits are depleted.
5. Once you have chosen No. of Credit Packs for Auto Recharge, click on continue. Click on discard to disregard the changes. The auto-recharge amount will be based on the prevailing rate on the renewal date.
   
   
   
   
   

5. Review Payment Details and Complete the Update

In the Payment Method step, review the purchase details before completing the AI credit purchase. This page displays the selected AI credit packs, subtotal, tax, total amount due, and the default payment method that will be charged.
Payments are securely processed through Stripe, and the default payment method associated with your subscription is used for the transaction. BoldDesk does not store payment card details. To update your payment method, click Manage Payment Method. Review the following details:

• The selected AI credit packs being purchased.
• The cost of the AI credits.
• The subtotal excluding tax.
• The applicable tax amount.
• The Total due today for the credit purchase.
• The default payment method used for the charge.

After reviewing the payment details, click Update to complete the process.

Once the update is completed, the selected AI Credit changes are applied to the subscription. For further assistance, visit the BoldDesk Support Portal or contact the support team directly via BoldDesk Support.

Troubleshooting

“Purchase AI Credits” option is not available

Possible causes based on prerequisites and workflow:

• The user is not signed in with an Admin role.
• The BoldDesk account does not have an active subscription.

Purchase fails or cannot be completed

Common causes in the described billing flow:

• No valid payment method is set as the default payment method.
• Payment processing fails through Stripe (requires reviewing the active payment method via Manage Payment Method).

Auto Recharge does not trigger

• Enable Auto Recharge is OFF.
• Auto Recharge configuration was not saved (changes were discarded instead of continuing/updating).
• The configured No. of Credit Packs for Auto Recharge is not set as intended.

Frequently Asked Questions

1. Are AI Credits included in the BoldDesk base subscription?
   Yes. BoldDesk uses an AI-based subscription model. Additional credits can be acquired at any time. Subscription credits are used before purchased credits.

2. Do AI Assist and AI Agents use separate credit balances?
   No. AI Assist and AI Agents consume credits from the same shared AI credit pool.

3. What determines how many AI credits an AI action uses?
   Credit consumption depends on AI request complexity, model usage, and volume.

4. Where do administrators buy or manage AI credits?
   Go to Admin → Billing and Subscription → AI Add-on Credits, then select Purchase AI Credits.

5. What does “Enable Auto Recharge” do?
   When Enable Auto Recharge is ON, BoldDesk automatically purchases the configured number of credit packs when AI credits are depleted.

6. What payment method is used for AI credit purchases?
   BoldDesk charges the default payment method associated with the subscription. Payments are processed through Stripe.

7. Does BoldDesk store payment card details?
   No. BoldDesk does not store payment card details.

8. When do AI credit changes take effect after purchase?
   AI credit changes are applied to the subscription after the purchase is completed (after clicking Update in the payment step).

Related Articles

1. How to Manage AI Credits in BoldDesk
2. How to Monitor and Manage AI Credit Usage in BoldDesk
3. Understanding AI Credits in BoldDesk