Announcing Contributing resolutions list in the Automated resolution usage dashboard

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends </strong></td>
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<td style="height: 22px; width: 33.3333%;">May 12, 2026</td>
<td>May 11, 2026</td>
<td style="height: 22px; width: 33.3333%;">May 15, 2026</td>
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</table></figure><p>We’re introducing the <strong>Contributing resolutions</strong> table in the <a href="https://support.zendesk.com/hc/en-us/articles/8922391373978-Monitoring-automated-resolution-usage#topic_s32_rww_k2c" target="_blank" rel="noopener noreferrer">Automated resolution usage dashboard</a> in Admin Center to give you greater insight into the individual resolutions that make up your usage. With this update, you can better understand:</p><ul>
<li data-list-item-id="e613cfc8e74f9c5ab84cdc921a8f9c004">Which tickets are being counted as automated resolutions (ARs)</li>
<li data-list-item-id="e67ded02054398b3cec7225740d7bc4ad">The type of automation used for each resolution</li>
<li data-list-item-id="e35d15ee3c82d51870367f286de48a9d0">When each automated resolution was used</li>
</ul><p>This article includes these topics:</p><ul>
<li data-list-item-id="e4895af2ca79375f29e7601dafe357e6d">What is changing?</li>
<li data-list-item-id="e19ef2da1da659f551a984b14fa137b2d">Why is Zendesk making this change?</li>
<li data-list-item-id="e8a7e50d448b44d1630654f61fc4e85c9">What do I need to do?</li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing? </h2><p>We’ve added a new <strong>Contributing Resolutions</strong> section to the Automated resolution usage dashboard.</p><p>This section includes a detailed table of automated resolutions with the following information:</p><ul>
<li data-list-item-id="e012875232cb466188fe1b4253ddacf7e">
<strong>Ticket ID</strong> associated with each resolution (displays <strong>N/A</strong> if no ticket exists)</li>
<li data-list-item-id="ed5f61cc1495d198303c90a55311140d9">
<strong>Type</strong> of automation (such as conversation, chat automation, autoreply)</li>
<li data-list-item-id="e08ee4655dbadc6c854b2119791c78e47">
<strong>Date and time</strong> the resolution was used.</li>
</ul><p>Additional updates include:</p><ul>
<li data-list-item-id="e893d8580ef54988849010ed9c51d8d60">The table dynamically updates based on the date range selected in the dashboard</li>
<li data-list-item-id="e04029f604d97c1af5177a542a303c06d">Data is available starting from <strong>March 4, 2026</strong>, when the feature was released</li>
<li data-list-item-id="e6beadbdc7cf30292aa03d0174c1e73c7">If a ticket has been deleted, clicking on the ticket ID will indicate that the ticket is no longer available</li>
<li data-list-item-id="e94b8a3d64d7015cae8cd3e4116e823e4">If <strong>AI agent tickets</strong> are turned off, some resolutions may not have associated ticket IDs</li>
</ul><p>To create and view tickets for AI agent conversations, the <strong>AI agent tickets</strong> feature must be turned on.</p><p><img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AR_forecast-CAR_list.png" width="700"></p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change? </h2><p>Automated resolutions are part of a usage-based model, and understanding what drives usage is critical for effective management. Customers have told us they want more transparency into:</p><ul>
<li data-list-item-id="e6a8c309774d556ff6330b202b9c22306">What counts toward their usage</li>
<li data-list-item-id="e8e8d4977148a5cffb70d0c35e106913a">Which tickets are classified as automated resolutions (ARs)</li>
<li data-list-item-id="e2a0c2ff08dab07742629b281be8406d6">How different automations contribute to resolution volume</li>
<li data-list-item-id="e903c92aa4c09a66fcf5518b371a0dd53">Where and when automated resolutions occur</li>
</ul><p>This update provides a more detailed, audit-friendly view of your usage, helping you better analyze trends and make informed decisions. Contributing resolution data is retained for up to <strong>2 years</strong>, so you can review historical usage over time.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>No action is required. The <strong>Contributing automated resolutions</strong> table will automatically appear in your Automated resolution usage dashboard in the Admin Center.</p><p>To get the most value from this feature:</p><ul>
<li data-list-item-id="e7985df6d1ac7d25ddeb5dcf35437feb5">Use date filters to analyze usage over specific periods</li>
<li data-list-item-id="e48c7a5878d9587aac1123681147e586f">Review resolution types to optimize automation strategies</li>
<li data-list-item-id="eb04c2845df41e89b45e3e1f8a5491fc0">Enable <strong>AI agent tickets</strong> if you want ticket-level visibility for AI agent conversations</li>
</ul><p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/8922391373978"><span class="wysiwyg-underline">Monitoring automated resolution usage</span></a>.</p><p>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>.<br><br> </p>