Announcing automated usage tracking and overage billing for partner resold accounts

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
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<td><span style="color: #1f1f1f;">August 31, 2026</span></td>
<td><span style="color: #1f1f1f;">September 15, 2026</span></td>
<td><span style="color: #1f1f1f;">November 15, 2026</span></td>
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</table></figure><p><span style="color: #1f1f1f;">Zendesk is enabling in-product usage tracking, overage setting configuration, and automated overage billing for </span><a href="https://support.zendesk.com/hc/en-us/articles/5352026794010-About-automated-resolutions-for-AI-agents"><span class="wysiwyg-underline">Automated resolutions</span></a><span style="color: #1f1f1f;"> for end customers billed through third-party partners and resellers.</span></p><p><span style="font-weight: 400;">This announcement contains the following topics:</span></p><ul>
<li data-list-item-id="e5829a876374120ead6bd680830e99892"><a href="#h_01GD3S97RDYVTAFTQ8WR9878VF" target="_self"><span style="font-weight: 400;">What is changing?</span></a></li>
<li data-list-item-id="e8523790965a0c8c387d5beddf1ae07d9"><a href="#h_01GD3S9GD63FPDGQSEFY88M3ND" target="_self"><span style="font-weight: 400;">Why is Zendesk making this change?</span></a></li>
<li data-list-item-id="eeee2b9f98ff1e5ddff91624f007198f0"><a href="#h_01GD3S9TSPXM7M4WHYKYF4E84M" target="_self"><span style="font-weight: 400;">What do I need to do?</span></a></li>
</ul><h2 id="h_01GD3S97RDYVTAFTQ8WR9878VF"><span style="font-weight: 400;">What is changing?</span></h2><p><span style="color: #1f1f1f;">Starting September 15, 2026, end customers associated with third-party partners and resellers will gain full visibility of their automated resolutions usage directly in Admin Center.</span></p><p><span style="color: #1f1f1f;">These end customers will be able to:</span></p><ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1f1f1f;" data-list-item-id="e1eb5f34c7ab6aa3c9f78c32869623369"><span style="color: #1f1f1f;">View automated resolution usage against total account allowance in-product</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1f1f1f;" data-list-item-id="e8b4bf28ebe0cfb2bdd647eae0878c34f"><span style="color: #1f1f1f;">Receive automated usage notifications</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1f1f1f;" data-list-item-id="ea9ae568e2a366930c442c2dccd464d88"><span style="color: #1f1f1f;">Manage and adjust overage settings</span></li>
</ul><p><span style="color: #1f1f1f;">Starting November 15, 2026, automated overage billing will be enabled. Any usage exceeding the account allowance limit will be automatically billed based on standard overage pricing workflows.</span></p><h2 id="h_01GD3S9GD63FPDGQSEFY88M3ND"><span style="font-weight: 400;">Why is Zendesk making this change?</span></h2><p><span style="color: #1b1c1d;">This change is driven by the need to create a transparent, consistent, and predictable experience for all our customers.</span></p><ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1b1c1d;" data-list-item-id="ed8554693beb21b4da6a6aabd402b1eb0"><span style="color: #1b1c1d;"><strong>Clarity on consumption:</strong> Reseller customers will now be able to accurately track their usage against their annual purchased  included allowance in real time, allowing for better resource planning.</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1b1c1d;" data-list-item-id="e1c3eeb537eb5ef1e518dfd346f4a6aa1"><span style="color: #1b1c1d;"><strong>Consistent experience:</strong> A consistent experience across contracts, invoicing, and product usage gives admins a clearer understanding of their account performance.</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1b1c1d;" data-list-item-id="eb281958b9e8221e0decbcc7592c5e503"><span style="color: #1b1c1d;"><strong>Fair usage and billing:</strong> Automating overage billing ensures that usage is accurately tracked and billed according to the terms of your contract.</span></li>
</ul><h2 id="h_01GD3S9TSPXM7M4WHYKYF4E84M"><span style="font-weight: 400;">What do I need to do?</span></h2><p><span style="color: #1f1f1f;">Partner and reseller end customers should review their usage with their partners before automated billing starts on November 15, 2026.</span></p><p><span style="color: #1f1f1f;">Recommended actions:</span></p><ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1f1f1f;" data-list-item-id="e493c2b6fa1613754d471e12a320fb94e"><span style="color: #1f1f1f;"><strong>Monitor usage starting September 15, 2026</strong>: Check your automated resolution usage against your allowance in Admin Center.</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1f1f1f;" data-list-item-id="e14ed3a441b73fd90f3ba60b39c135ce0"><span style="color: #1f1f1f;"><strong>Adjust your automated resolution allowance before November 15, 2026</strong>: Contact your partner to purchase additional add-on or change overage settings to ensure proper coverage and avoid unexpected overage charges.</span></li>
</ul><p>Important to note:</p><ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1d1c1d;" data-list-item-id="ee3a286c918833d4aa87cd619aa69642d"><span style="color: #1d1c1d;">There will be no retroactive billing for past overages. You’ll be billed monthly only for overages incurred after this change takes effect.</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #1d1c1d;" data-list-item-id="e4239b229fe7993748a22a88ab2709102"><span style="color: #1d1c1d;">Most accounts with substantial overages are already being managed by our Sales and Revenue Operations teams, customers should not experience significant unexpected charges as a result of this change.</span></li>
</ul><p><span style="color: #1f1f1f;">For instructions on viewing usage and managing overage preferences, see</span><a href="https://support.zendesk.com/hc/en-us/articles/8922391373978-Monitoring-usage-on-the-automated-resolution-platform-prior-to-resolution-tiers"><span style="color: #1f1f1f;"> </span><span class="wysiwyg-underline">Monitoring automated resolution usage</span></a><span style="color: #1f1f1f;"> and</span><a href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_awx_qp1_ccc"><span style="color: #1f1f1f;"> </span><span class="wysiwyg-underline">Managing overage settings in Admin Center</span></a><span style="color: #1f1f1f;">.</span><br><br>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer">community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a>.</p>