Per-seat pricing works when value scales with the number of people doing work in the tool. In a feedback tool, value scales with the number of people who can see and contribute context — which is everyone. That mismatch is why teams end up rationing access to their own customer feedback.
The people you exclude are the ones with the context
Support reps hear the complaint first. Sales hears the deal-blocker. Success hears the renewal risk. When each of those is a billable seat, the default becomes 'forward it to product' — and the request loses its account context on the way.
Every hop away from the source strips detail. Seat limits do not just cost money; they degrade data quality.
Tracked-user pricing has the same shape
Some vendors bill on tracked or identified end users instead of internal seats. The effect is similar: growth in your own user base silently raises your bill, and teams respond by identifying fewer users — which removes the account context that made votes useful.
Metered AI is the newer version of the problem
Per-resolution or per-credit AI charges make cost unpredictable at exactly the moment volume spikes. Budget owners respond by turning the feature off, which means you paid for a capability you no longer use.
What flat pricing changes operationally
Invite everyone. Support triages in the tool, sales attaches deals, engineering comments on threads. The board becomes the single source of truth instead of a product-team artefact.
Check the fine print before switching: unlimited seats matter little if SSO, private boards or the API are gated to the top tier.