Optanik Support (Ticketing) pricing

How much an Optanik Support license costs

An Optanik Support (Ticketing) license is a technician seat, and it costs $10 per technician per month. A technician is anyone who works the queue: replies to tickets, assigns them, and closes them. Prices are in US dollars, billed monthly, before tax.

Who needs a Ticketing license and who is free

Only technicians need a license. Employees and customers who send requests, use the customer portal, or follow their own tickets are free, with no limit. A person without a technician license is a requester: they can open and follow tickets, but not work the staff queue.

The owner's Ticketing seat

Optanik Support runs on its own. Without Optanik, the account owner is a regular $10 technician seat if they work tickets.

If the account also has at least one paid Optanik endpoint, the owner's technician seat is free through Account-Owner Unified Access. The owner's seat is only free while there is at least one paid Optanik endpoint.

Inbound email-to-ticket

Turning emails into tickets (inbound email) needs a paid account. An Optanik account alone does not qualify. Inbound email is available when the account has either:

• at least one paid Optanik endpoint, which also makes the owner's technician seat free, or
• at least one paid Optanik Support technician seat.

Outbound ticket notifications from your own address are part of Optanik Support.

What a technician license includes

A technician license includes the staff queue, the customer portal, live counts, notifications, teams, categories, templates, reports, and Need Help and automation tickets from the Optanik fleet. Remote Assist, which opens a remote session from a ticket into Optanik, needs a technician license. Paid Optanik endpoints alone don't unlock Remote Assist, but the owner's Account-Owner Unified Access does.

Buying and assigning technician seats

Technician seats are prepaid. You buy a number of seats, then assign them to people under Billing & Users in Optanik Support, or in Optanik's Users page. Assigning a person uses one seat. If there are no free seats, assigning someone buys one more seat, charged for the rest of the billing period. Unused seats stay billed until you lower the quantity.

Removing a technician

Revoking a technician's license frees their seat for someone else. It does not lower the bill by itself. To pay for fewer seats, lower the seat quantity; the lower quantity takes effect at the next bill date.

Ticketing price examples

• 1 technician, no Optanik endpoints: $10 a month.
• 4 technicians including the owner, no Optanik endpoints: 4 × $10 = $40 a month.
• 4 technicians including the owner, plus 1 paid Optanik endpoint: the owner is free, so 3 × $10 = $30, plus $2 for the endpoint = $32 a month.
• 10 technicians including the owner, plus 50 Optanik endpoints: 9 × $10 = $90, plus 50 × $2 = $100. Total $190 a month.

How Optanik Support compares

Help desk tools typically charge about $19 per technician per month, and they charge for the owner too. Optanik Support is $10 per technician, requesters are free, and the owner's seat is free with one paid Optanik endpoint.