Announcing automated resolution allowance visibility and automated overage billing for customers on non-standard contracts

Announced on | Billing rollout starts
November 11, 2025 | January 1, 2026

Zendesk is announcing an update to improve clarity and consistency for customers on Agent Month, ELA, and Multi-year contracts who are using automated resolutions (ARs). This change will introduce visibility into customers’ automated resolution allowance in Admin Center and automates overage billing for the same.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What does this mean for me?

What do I need to do?

What is changing?

We are implementing two key changes for customers on Agent Months (including Seasonal/Supplemental), Multi-Year, and ELA subscriptions:

Automated resolutions allowance visibility: Your annual allowance for automated resolutions will now be displayed on the Automated resolutions dashboard in Admin Center by December 19, 2025, providing clear visibility into your allowance limits.

Automated overage billing: Starting January 1, 2026, you can manage consumption of automated resolutions above your allowance by pausing related functionality, or with automatic billing for overages.

See the following articles for more information on automated resolutions:

About automated resolutions for AI agents

Monitoring automated resolution usage

Managing your automated resolutions

Why is Zendesk making this change?

This change is driven by the need to create a transparent, consistent, and predictable experience for all our customers.

Clarity on consumption: Customers will now be able to accurately track their usage against their annual purchased  included allowance in real time, allowing for better resource planning.

Consistent experience: A consistent experience across contracts, invoicing, and product usage gives admins a clearer understanding of their account performance.

Fair usage and billing : Automating overage billing ensures that usage is accurately tracked and billed according to the terms of your contract.

What does this mean for me?

Starting January 1, 2026, customers on Agent Months (including Seasonal/Supplemental), Multi-Year, and ELA subscriptions will be automatically billed on a monthly basis for any automated resolution usage that exceeds their allowance limit.

What do I need to do?

We encourage you to monitor the new automated resolutions allowance display in your Admin Center starting December 19, 2025 to understand your current consumption versus your contractual limit.

If you anticipate your usage consistently exceeding your allowance, if needed add additional automated resolutions or contact your Zendesk Account Executive to discuss increasing your allowance to avoid overage charges when automated billing begins on January 1, 2026.

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.