We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

If your customers respond with a new or unrelated query on an existing ticket, you can deal with it separately using the Split Ticket option. You can split only a customer response into a new ticket.

This would facilitate better tracking metrics and help regulate your SLA compliance.