Everything you need to know about TicketMate. Can't find your answer? Get in touch.
TicketMate is an IT helpdesk and ticketing platform built for Australian businesses. It includes email-to-ticket, a self-service customer portal, SLA policies, asset management, Single Sign-On, and an AI assistant. All data is stored in Australia.
Yes. TicketMate offers a free trial so you can explore the platform before committing to a paid plan. No credit card is required to get started.
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 offers flat-rate plans billed monthly in AUD: Starter at $59/month and Growth at $149/month. There are no per-agent fees and no agent limits on any plan. Enterprise pricing is available for larger organisations. Get in touch or see the full pricing page for a feature-by-feature comparison.
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. For Enterprise pricing, contact us.
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) on the Growth plan and above. Both agents and end-users can authenticate with their existing organisational credentials.
Yes. The customer portal supports your organisation's name and logo on all plans. Custom colour branding is available on Growth and above.
Yes, on Growth and above. 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. While TicketMate is designed with IT helpdesk workflows in mind, it works equally well for any team managing support requests from external users. The customer portal gives end-users a clean self-service experience for submitting and tracking their requests.
The AI assistant (Growth and above) 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.