Plans & Licenses

Updated by Andy Althouse

Overview

The Plans & Licensing page allows you to view your current AI plan, monitor usage, and manage licenses for your clients.

At the top of the page, you’ll find details about your active plan, including:

  • Plan type (AI Essentials or AI Pro)
  • Next billing date
  • Total and used licenses for AI and Chat
  • Ticket credits used and refresh date
  • Unlimited AI access is enabled or disabled
Note: The Plans & Licensing page is available only for AI Essentials and AI Pro partners. If you are on a legacy plan, please contact your Customer Success Manager (CSM) to upgrade your plan.

How It Works

The Manage Licenses table lists all connected clients and their license status.

Each row includes:

  • Client name
  • Status
  • Company type
  • Agreement type
  • AI license and Chat license status
  • AI credits used
The Client name, Status, Company type, and Agreement type fields are synced directly from your PSA, ensuring that information stays consistent and accurate.

You can filter or search for clients using the bar at the top of the table.

Setup

Use the actions menu (… ) on each client row—or the Assign AI license button—to manage access.

Available actions include:

  • Add / Remove AI license
  • Add / Remove Chat license

Changes take effect immediately after selection.

Ticket Credits

Ticket Credits allow AI features to run on tickets for customers who don’t have an assigned license.

AI and Chat access are normally tied to licenses assigned to specific customers—meaning that if a customer has a license, all of their tickets qualify for AI automatically.

However, some customers—such as occasional or “break-fix” clients—may not generate enough tickets to justify a dedicated license. To support these customers, Thread provides Ticket Credits.

When an unlicensed customer creates a ticket that qualifies for AI, one ticket credit is consumed instead of blocking AI access entirely.

Partners on AI Essentials or AI Pro plans receive three ticket credits for every license included in their plan. Credits automatically refresh at the start of each billing cycle.

Best Practices

  • Regularly review license usage to ensure clients have the correct access.
  • Remove unused licenses from inactive clients to keep totals accurate.
  • Monitor ticket credit usage to plan for renewals or upgrades.
  • If nearing your license or credit limits, consider upgrading your plan before the next billing cycle.

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