Announcing notifications and settings for automated resolutions and resolution allowances

Announced on | Rollout starts | Rollout ends
September 1, 2026 | September 1, 2026 | September 1, 2026

Starting September 1, 2026, all new and existing Zendesk customers on any plan consuming automated resolutions and resolution allowances will start receiving these new usage notifications via email and see in-product notification banners. The new notification types include first use notification, forecasted possible overage notifications, and limit exceeded notifications.

To help you manage automated resolutions or resolution allowance usage alerts, you can configure the email notifications that admins receive to track usage. These notification settings work for usage traced by the Automated resolutions dashboard as well as usage tracked by the Resolution allowance and Resolution usage dashboards.

This announcement contains these sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

In addition to the new notification types for first use notification, forecasted possible overage notifications, and limit exceeded notifications, Admin Center has a new Manage notifications page you can use to control which admins are notified by email when resolution usage occurs.

You can configure email notifications to be sent when the following usage events occur for automated resolutions:

Approaching limit: Usage reaches a certain percentage of your overall resolution allowance. Options you can set range from 50% to 90%.

Reached limit: Usage reaches 100%.

Exceeding limit: Usage goes beyond 100%. Email notifications are sent at intervals of 10%.

Forecast: When the forecast indicates account usage may exceed the allowance.

For each notification type, you can configure which admins in your account will receive the email notifications. See Managing usage notifications for automated resolutions and resolution allowances for details.

Why is Zendesk making this change?

By providing new notification types customers get additional proactive usage alerts to avoid unexpected overage invoices. Additionally, Zendesk is introducing recipient and limit configuration options for these notifications so they reach the right team members within a support team, avoiding bill issues or service disruptions. This functionality also allows admins to switch off notifications for certain team members to prevent alert fatigue.

What do I need to do?

No action is required. Once this feature is rolled out to your account, you can configure which admins in your account receive email notifications for automated resolution usage. See Managing usage notifications for automated resolutions and resolution allowances. All your admins are included by default.

If you have feedback or 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.