← All services

Support Desk

Customers search the help centre first and open a ticket only when they need one. Your team works a prioritised queue with macros, SLA targets and satisfaction scores.

9:41

How can we help?

Tallow Support

Search help articles

Popular articles

Resetting your password

Account · 4 min read

Why is my invoice different this month?

Billing · 3 min read

Connecting a second device

Devices · 6 min read

Exporting your data

Account · 2 min read

Contact support

Billing

Why is my invoice different this month?

Invoices change when your plan changes mid-cycle. We bill the unused part of your old plan as a credit, then charge the new plan from the day you switched.

You will see two lines on the invoice: a proration credit and a charge for the remainder of the period.

Was this helpful?

Yes

Still need help?

Contact support

We usually reply within 4 hours

Topic

Billing

Subject

Short summary

Message

Tell us what happened

Attach a screenshot

Send message

Ticket #4820

Billing · opened 2 days ago

Agent replied

You2 days ago

My invoice this month is higher than my plan price and I cannot see why.

Jae, Tallow SupportYesterday

Thanks for flagging. You changed plan on the 14th, so this invoice covers a credit for the old plan plus the new one from that date.

YouYesterday

That explains it. Will next month be the plan price?

Jae, Tallow Support3 hours ago

Yes — from the next cycle it settles to $49.00 flat.

Write a reply

Tallow Support

help.tallow.com

How can we help?

Search help articles

Resetting your password

Account · 4 min read

Why is my invoice different this month?

Billing · 3 min read

Connecting a second device

Devices · 6 min read

Exporting your data

Account · 2 min read

Billing

Why is my invoice different this month?

Invoices change when your plan changes mid-cycle. We bill the unused part of your old plan as a credit, then charge the new plan from the day you switched.

You will see two lines on the invoice: a proration credit and a charge for the remainder of the period.

Why is my invoice different this month?

Connecting a second device

Exporting your data

Still need help?

Contact support

We usually reply within 4 hours

Topic

Billing

Priority

Normal

Subject

Short summary

Message

Tell us what happened

Send message

Ticket #4820

Billing · opened 2 days ago

Agent replied

You2 days ago

My invoice this month is higher than my plan price and I cannot see why.

Jae, Tallow SupportYesterday

Thanks for flagging. You changed plan on the 14th, so this invoice covers a credit for the old plan plus the new one from that date.

YouYesterday

That explains it. Will next month be the plan price?

Write a reply

Details

Ticket#4820

TopicBilling

OpenedSep 30

AgentJae

First reply3h 12m

Tallow Support

app.kaatsi.com/tallow/staff

Tallow Support

Queue

Ticket

Knowledge base

SLA

Reports

Ticket queue

34 open · 6 breaching soon

Assign to me

Open

First reply

2h 40m

target 4h

Breaching soon

within 2 hours

CSAT

4.6

Unassigned and open

IDSubjectTopicWaitingPriority

4831Cannot connect second deviceDevices18 minUrgent

4829Refund for duplicate chargeBilling54 minHigh

4826Export finishes but file emptyData2 hoursHigh

4820Invoice higher than planBilling3 hoursNormal

By topic

Billing12

Account9

Devices7

Data6

Tallow Support

Queue

Ticket

Knowledge base

SLA

Reports

Ticket #4820

Invoice higher than plan · Aoife Byrne

Resolve

Conversation

Aoife Byrne2 days ago

My invoice this month is higher than my plan price and I cannot see why.

JaeYesterday

You changed plan on the 14th, so this invoice covers a credit for the old plan plus the new one from that date.

Aoife Byrne3 hours ago

That explains it. Will next month be the plan price?

Reply · macro: Proration explained

Context

CustomerAoife Byrne

PlanTeam · $49/mo

OpenedSep 30

TopicBilling

SLAFirst reply met

Past tickets3

Suggested macros

Proration explained

How to change plan

Request a refund

Tallow Support

Queue

Ticket

Knowledge base

SLA

Reports

Knowledge base

48 articles · 3 need review

New article

ArticleTopicViewsHelpfulStatus

Why is my invoice different?Billing4,12086%Published

Resetting your passwordAccount3,86091%Published

Connecting a second deviceDevices2,94064%Needs review

Exporting your dataAccount1,48088%Published

Cancelling your planBilling1,21072%Needs review

Dark modeProduct——Draft

Deflection

Read, no ticket68%

Read, then ticket22%

Straight to ticket10%

Tallow Support

Queue

Ticket

Knowledge base

SLA

Reports

SLA dashboard

Last 30 days

First reply

2h 40m

target 4h

Resolution

11h 20m

target 24h

Breached

2.1% of tickets

Reopened

3.4%

First reply by priority

Urgent22 min · target 30m

High1h 40m · target 2h

Normal3h 10m · target 4h

Low9h 50m · target 24h

Tickets per day

MonSat

Tallow Support

Queue

Ticket

Knowledge base

SLA

Reports

Satisfaction

Last 30 days · 486 responses

Export CSV

CSAT

4.6

+0.2

Responses

486

38% response rate

Negative

all followed up

Best agent

Jae

4.9 average

Score distribution

5 — delighted312

4 — good108

3 — fine42

2 — poor16

1 — bad8

What negatives mention

Slow first reply

9 mentions

Answer did not fit

7 mentions

Repeated the same question

5 mentions

All 24 followed up

Closed the loop within 48h

All data on this page is fictional, for demonstration only.