Announcing the inclusion of automated resolutions from autoreplies when tickets are created via API and Web Widget (Classic)

Announced on | Rollout starts from
March 6, 2025 | April 7, 2025

Zendesk is releasing an update to include tickets created via the API and Web Widget (Classic) channels in the evaluation for automated resolutions in autoreplies with articles. This change  ensures that the automated resolution definition is applied equally across all applicable tickets.

This article contains the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Previously tickets created via the API and Web Widget (Classic) channels that used the Autoreplies with article trigger action were excluded from the evaluation for automated resolutions in autoreplies with articles.

Now if a ticket meets the definition, regardless of the channel through which the ticket was created, it will be counted as an automated resolution.

Why is Zendesk making this change?

This change is being made to ensure that the automated resolution definition is applied equally across all tickets that meet the definition of an automated resolution.

What do I need to do?

No action is needed on your part. You can manage your automated resolutions on your account at any time by following the directions here.