Frequently asked questions.

TicketMate is a helpdesk and ticketing platform built for Australian businesses. It includes email-to-ticket, a self-service customer portal, SLA policies, asset management, and Single Sign-On, with an AI assistant rolling out shortly. All data is stored in Australia.

Yes. Our live demo is a real TicketMate workspace loaded with sample tickets, SLAs and knowledge base articles. It needs no account and no email address.

Yes. Request a trial and we'll set up your workspace, then email you a link to sign in. You get 14 days with full access to every feature in the plan, and no credit card is required. You can also explore a shared live demo instantly, with no signup at all.

Most teams are up and running within an hour. Creating your account, configuring your support email address, and inviting your agents are all guided steps that take a few minutes each. There is no lengthy onboarding process or professional services requirement.

All data is stored on servers located in Australia (Sydney region). TicketMate does not transfer customer data offshore, making it suitable for organisations with Australian data residency requirements under the Privacy Act 1988.

TicketMate is built with the Australian Privacy Principles (APPs) in mind from day one. All data is stored and processed in Australia, and we do not share customer data with third parties except where required to operate the service (e.g. email delivery). Full details are in our Privacy Policy.

Yes. Because all data remains in Australia and the platform is built with the APPs in mind, TicketMate is well-suited for government agencies, healthcare providers, educational institutions, and any other organisation with strict data residency or privacy requirements. For specific compliance questions, contact us.

TicketMate is one flat-rate plan: Standard at $99/month AUD, or $79/month billed annually (save 20%). There are no per-agent fees and no agent limits. An Enterprise plan with unlimited mailboxes and assets is coming soon. Get in touch or see the full pricing page for a feature-by-feature breakdown.

No. TicketMate uses flat-rate pricing: one monthly fee regardless of how many agents or end-users you have. There are no per-seat or per-ticket charges and no usage-based billing surprises.

All plans include unlimited agents. There are no per-seat fees regardless of how many agents you add.

TicketMate provides a dedicated support email address for your organisation. Emails sent to that address are automatically converted into tickets and can be routed to the appropriate team or agent. Agent replies are delivered back to the requester via email, keeping the full conversation in one thread.

Yes. TicketMate supports SSO via Google Workspace and Microsoft Entra ID (Azure AD), included on the Standard plan. Both agents and end-users can authenticate with their existing organisational credentials.

Yes. The customer portal supports your organisation's name, logo, and custom colour branding, all included on the Standard plan.

Yes, included on the Standard plan. You can define response and resolution time targets, and TicketMate will track SLA status on each ticket and alert agents when a breach is approaching.

Yes. TicketMate works equally well for internal teams and for managing support requests from external customers. The customer portal gives end-users a clean self-service experience for submitting and tracking their requests.

The AI assistant is built but not yet switched on — it is rolling out shortly as a metered add-on at $5 per 250 calls. It helps agents draft ticket replies faster. It reads the ticket context and suggests a response, which the agent can edit and send. It is a drafting aid; agents remain in full control of what gets sent.