This article explains the one thing about the free plan that surprises people.
The limits
On the free plan:
- 5 ticket completions per day
- 1 voice call per day
Both reset at midnight in your own local time, not at a fixed UTC hour. The countdown in the app is exact: hover the ticket or call counter in the top bar to see how many you have left and Resets in the remaining time.
Pro, teacher accounts and students in a classroom have no daily limit and never see any of this.
Unfinished tickets count against the day
This is the part that catches people. The limit is checked when you assign a ticket, not when you close one, and it counts two things together:
- Tickets you have completed today.
- Tickets you assigned today and have not finished yet.
So if you assign five tickets and close none of them, you have used the day’s allowance. The tickets are still yours and you can still finish all five, because resolving is never blocked. What you cannot do is assign a sixth.
The reason it works this way: if only completions counted, you could assign twenty tickets while the counter still read zero and then close them all. Counting work in progress closes that, while still letting anyone finish what they are already holding.
Yesterday’s leftovers do not count
Tickets you assigned on a previous day and left open do not count against today. Only work assigned today does.
This matters because your queue survives overnight. Without that rule, leaving five tickets open would have permanently zeroed your next day.
The queue looks locked
When you have used the day’s allowance, the Incidents list shows Daily ticket limit reached and Resets in a countdown, rather than an empty queue. There may well still be open tickets behind that message. They are not gone, they are just not claimable until the reset.
“It says reached but I have not done five”
Work through this order:
- Check My Queue. Tickets you assigned today and left open are consuming the allowance. Finish them, or unassign the ones you are not going to do. Unassigning returns them to the open queue.
- Check your device clock. The reset follows your device’s local date. If the clock is wrong, the reset will look wrong.
- Check the countdown. Hover the ticket counter in the top bar. Treat it as a good guide rather than the final word: it is worked out from this browser’s own record, while the check that refuses a claim also consults the count held on our servers and takes whichever is higher. If you have worked on two devices today, the counter can read more generously than the gate.
Moving the clock does not help
The reset only ever moves forward. Setting the device clock back to yesterday does not grant a fresh allowance, and it does not roll your reset date backwards either. Completions are also counted on our servers, not only in your browser.
When the limit screen appears
You get a screen headed Great work today. telling you which limit you hit, your points, tickets and calls left, and when they reset. It offers Upgrade to Pro and a link to a blog post to read in the meantime.
It never appears for Pro users or classroom students.