Announcing removal of custom resolutions in AI agents - Advanced

Announced on | Migration and removal on
September 30, 2025 | To be determined

Zendesk will be removing custom resolutions in AI agents - Advanced in favor of automated resolutions.

This announcement contains the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Custom resolution states are being removed from AI agents - Advanced. We will also be removing the Custom resolutions tab in the Analytics dashboard.

Why is Zendesk making this change?

Automated resolutions are a better measure of your organization’s automation success than custom resolutions. Automated resolutions evaluate whether customer queries truly get addressed by your AI agents. This approach is far superior to measuring mechanical, events-driven indicators that don't necessarily inform you if customers are supported. Zendesk believes this approach provides a better user experience and is more scalable for future development.

What do I need to do?

These changes affect all accounts that are actively using custom resolution states.

If you're using custom resolutions to trigger the Collect BSAT reply system reply for AI agent satisfaction ratings, your custom resolutions will be automatically migrated to new, forthcoming actions designed to trigger BSAT. After this change, BSAT will continue to be triggered by the same conversation steps. No further action is required.

After the removal, you will only be able to report on custom resolutions on past conversations using conversation labels. Conversations created after this date will no longer have any custom resolutions applied.

If you have questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk customer support.