Your plan includes limits on resources such as tickets, contacts, users, messages and monthly AI usage. Exact numbers are not listed here: they depend on your plan and are always shown live on Settings > Billing > Usage Overview. Your account manager can raise them.

Warnings before you reach a limit

Velaro emails your account admins and billing contacts when a resource gets close to its limit:

• Warning at 80% of the limit, so there is plenty of time to act.
• Critical warning shortly before the limit.
• Limit reached notice when the limit is hit, repeated daily until the limit is raised or resets.

The same alerts show as a banner on the Dashboard with actions to request more capacity, upgrade, or view usage. The percentages are settings on your account and can be adjusted by Moshky (see below).

What happens at a limit

Only new intake pauses. For example, when the open ticket limit is reached:

• New tickets stop being created.
• Replying to tickets keeps working.
• Closing tickets keeps working, which also frees room under the limit.
• Existing conversations and tickets are never interrupted, deleted or locked.
• Login, reading, reports and exports keep working.

Your customers are never emailed by Velaro because of a limit. Limit notices go only to your own admins and billing contacts.

Held email and Recover

Inbound email that arrives while ticket creation is paused is kept for 14 days, not discarded. After you raise the limit or close tickets to make room, use the Recover action to turn the held email into tickets. Recover anything you still need within 14 days.

Asking Moshky

Moshky can show your current warning percentages and explain these rules. If you ask to change the warning percentages, Moshky shows a before and after preview first and saves only after you confirm. Each change is recorded in your audit log and the most recent change can be undone by asking Moshky to roll it back. Changing the warning percentages needs MCP write access to be enabled on your account.

Limits themselves are part of your plan. To raise one, use Request more capacity on the alert banner or contact your account manager.

Troubleshooting

• New tickets are not appearing: check the Dashboard banner and Usage Overview for a limit reached. Close resolved tickets or request more capacity, then Recover held email.
• No warning emails: confirm the correct admins are listed under Billing, Auto-Scale & Alerts.