SparrowDesk Knowledge Update: Billing and Subscription

Full Seats and Lite Seats

Full seats, full licenses, or full-time agents refer to users who have complete product access and are billed at the full pricing rate. This is also referred to as full pricing.

Lite agents refer to users who have access to a lite seat. SparrowDesk provide “Lite User” with restricted access

Lite seats are included with every SparrowDesk plan. The Starter plan includes 5 Lite seats, the Professional plan includes 20, and the Enterprise plan includes 50. Lite seats cannot be purchased separately — you can only use the number included in your plan.

Lite seats are designed for teammates who need visibility and collaboration, not ticket ownership. Users on Lite seats can view conversations from teams they belong to, as well as conversations where they are CC’d or mentioned. They can add internal notes and view contacts and companies, but tickets cannot be assigned to them.

If a teammate with a full seat is downgraded to a Lite seat, any tickets previously assigned to them will be moved to Unassigned.

Viewing Your Current Plan

You can view your current plan and seat details anytime in SparrowDesk.

Steps:

1. Click the gear icon and navigate to Settings → Billing.
2. Open Active Subscription.
3. Here, you can view your current plan, total seats, and Co-pilot seats.

You can also use the Compass shortcut to navigate quickly:

• Command + K (Mac) or Control + K (Windows), then type “Billing.”

Upgrading Your Plan

You can upgrade your plan directly from the Billing page.

Steps:

1. Go to Settings → Billing → Active Subscription.
2. Select Edit Subscription.
3. You can upgrade your plan type, switch between monthly and yearly billing, or increase seats.

If you’re working with a SparrowDesk account representative, you can contact them directly to make mid-term plan changes or adjustments.

Changing or Updating Billing Address

You can update your billing address from your SparrowDesk workspace.

Steps:

1. Go to Settings → Billing → Manage Payment Methods.
2. Click Edit payment details next to your saved payment method.
3. Update your billing address and save the changes.

Each saved payment method includes its own billing address.
When you use a card for payments, the billing address linked to that card is used on invoices.

To update invoice details such as billing email, company name, or Tax ID, contact [email protected] or reach out through chat.

Viewing and Downloading Invoices

You can access and download all invoices within the app.

Steps:

1. Go to Settings → Billing → Invoices.
2. From here, you can view or download your past invoices.

Invoices are generated automatically based on your billing cycle — monthly or yearly.
If you add seats or AI resolutions mid-cycle, SparrowDesk consolidates these charges into a single invoice the following month.

Invoices are sent to the email address linked to your SparrowDesk billing account.

If you’d like to change or add additional invoice recipients, please contact [email protected] or chat with us.
Currently, admins cannot view or change invoice recipient emails directly from the platform.

Adding or Removing Seats

Each agent seat represents one user license in SparrowDesk.

To add seats:

1. Go to Settings → Billing → Seats.
2. Choose Add Seats and confirm the number of new seats.

You’ll be billed a prorated amount for seats added mid-cycle.
If you reach your seat limit, you can upgrade your plan or remove existing members from Settings → Members.

Exporting Account Data

If you need to export data from your SparrowDesk account, please contact our support team.
They will help you securely export the data based on your plan and data type.

Article to add: “Exporting your helpdesk data.”

Changing Company Name

You can change your company name in two different contexts:

1. Workspace Display Name:
2. • Go to Settings → Account Details and update the company name.
   • This name appears across the SparrowDesk interface and in communications.
2. Billing or Legal Company Name:
3. • If you need to update the company name that appears on invoices or receipts, contact [email protected].
   • This change affects your legal billing records and cannot be made directly in the app.

Changing Invoice Email Recipients

By default, invoices are sent to the billing email address associated with your SparrowDesk account.
If you want to change or add recipients for invoices, contact [email protected] or chat with us.
Currently, SparrowDesk supports one primary billing email per account.

Article to add: “Changing invoice email recipients.”

Pricing and Features Overview

SparrowDesk offers three subscription plans:

1. Starter
2. Professional
3. Enterprise

Pricing depends on:

• The selected plan
• The number of agent seats
• Optional AI add-ons

AI Features:

• AI Co-pilot: $19 per seat (includes 10 free credits during trial)
• AI Resolutions: 30 free resolutions, then $0.70 per resolution

You can choose monthly or yearly billing (annual plans include discounts).
All listed prices exclude taxes.
For detailed comparison, refer to the SparrowDesk Pricing Table.

Billing Currency

All SparrowDesk subscriptions are billed in USD ($).
Alternate currencies are not currently supported.
If you require alternative payment arrangements, such as wire transfers, contact the billing team.

Article to add: “Changing billing currency.”

Changing Billing Date

Your billing date is set at the time of your initial subscription and renews monthly or yearly from that date.
You can switch between monthly and yearly billing, but you cannot modify the specific billing date.
For exceptional cases, please reach out to the billing team.

Deleting Agents Without Losing Data

When you delete an agent, all their tickets remain in the system.
These tickets are automatically reassigned to Unassigned.

Article to add: “Best practices for deleting an agent without losing ticket data.”

Extending Trial Period

Trial extensions are reviewed individually.
To request an extension, chat with us or contact your SparrowDesk account executive.
Trial extensions depend on plan type, usage, and eligibility.

Article to add: “Requesting a trial extension.”

Promoting or Selling SparrowDesk

For partnership or reseller opportunities, contact [email protected] or message us via chat.
Our partnerships team will guide you through SparrowDesk’s partner and affiliate programs.

Invoice Generation Details

Invoices are automatically generated:

• Monthly for monthly plans
• Yearly for annual plans

If additional seats or AI resolutions are added during a billing period, SparrowDesk consolidates those charges and issues a single combined invoice the following month.

Invoices are delivered via email to the account owner and accessible through the Billing section.

Common Questions

Can I get invoices to multiple emails?
Currently, SparrowDesk supports one primary billing email. To add others, contact [email protected].

Can I change my billing currency?
SparrowDesk bills all subscriptions in USD ($). For alternate methods, contact our billing team.

Can I change my billing date?
Billing dates are fixed at subscription start and renew monthly or yearly on the same date.

Knowledge Base Additions Summary

1. Exporting your helpdesk data
2. Best practices when deleting agents
3. Changing invoice email recipients
4. Changing company name for billing
5. Trial extension requests
6. Changing billing currency (clarification)

UX Suggestions for Billing Page (for Product Context)

To enhance user understanding and reduce billing-related questions:

• Display the current invoice recipient email in the Billing → Invoices section.
• Add a “Request Update” button to modify billing contact details.
• Clarify which address (card vs. invoice) is editable.

.