AI Add-ons in BoldDesk are optional features that bring powerful AI-driven capabilities to your helpdesk. These features are not included in the base subscription and must be enabled separately. By activating AI add-ons, you can significantly improve support efficiency and customer experience with capabilities such as:

• AI-generated replies
• Ticket summarization
• Smart suggestions

These tools help reduce response time, improve agent productivity, and streamline support workflows.

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-ons

BoldDesk now 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 Enable or Update AI Add-ons

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 Manage AI Credits option.
  • If no add-ons are purchased or enabled, you will see the Subscribe Now option.
    
    
    
    
    

3. Purchasing AI Credits

To purchase the AI credits, follow the steps below:

1. Click on Manage AI Credits option.
2. You will be redirected to the AI Agent Credits Details.
3. Under No. Of Credits Packs Purchased click on Add AI Agent Credits +.
4. In the pop-up window, update the No. Of Credits Packs and click on continue. You can also enable auto recharge from this page.
   
   
   
   
   

4. Manage Add-on Credits Auto Recharge

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

1. Click on Manage 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 update. 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.

Frequently Asked Questions

1. Are AI Add-ons included in the BoldDesk base subscription?
   No. AI Add-ons are optional features and must be enabled and purchased separately.

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 credits an AI action uses?
   Credit consumption depends on AI request complexity, model usage, and volume.

4. Where do admins go to buy or manage AI credits?
   Go to Admin → Billing and Subscription → AI Add-on Credits, then select Manage AI Credits (or Subscribe Now if no add-on is enabled).

5. What does 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 charged for AI credit purchases?
   BoldDesk charges the default payment method associated with the subscription, and payment is processed through Stripe.

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