Managing resolution usage

<body>
<p id="docs-hc-snippet" style="display: none;">To help you monitor resolution usage on your account, Zendesk provides a resolution usage dashboard. Admins can use this dashboard to view your current usage and compare it against your resolution limits. The dashboard helps you understand how often automation occurs for your ticket resolutions. By viewing automation results in your tickets, you can get ideas on how to increase automation for ticket resolutions.</p>
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You can monitor your resolution usage with a dashboard that shows current
usage and resolution details.
Receive notifications when nearing or exceeding limits, and review ticket
events or AI conversations for insights.
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<div class="note fastpath" id="topic-1__note_hll_hhq_lkc">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Usage &gt;
Resolutions</span>
</div>
<div class="note attention">
<span class="attentiontitle"></span> Your account must have the resolution allowance pricing model
to use this feature. If you don't have this model, you will not see the
<a class="xref" href="#topic_ej3_jb3_q2c">Resolution usage
dashboard</a> in Admin Center.</div>
<p class="p">To help you monitor resolution usage on your account, Zendesk provides a
resolution usage dashboard. Admins can use this dashboard to view your
current usage and compare it against your resolution limits. The dashboard
helps you understand how often automation occurs for your ticket
resolutions. By viewing automation results in your tickets, you can get
ideas on how to increase automation for ticket resolutions.</p>
<div class="note">
<span class="notetitle">Note:</span> Billing admins can use a separate resolution allowance dashboard to monitor
resolution costs and manage their resolution budget. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106" target="_blank">Managing resolution
allowances</a>. </div>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_f1f_wxq_slb">
<li class="li"><a class="xref" href="#topic_ej3_jb3_q2c">Opening the resolution usage dashboard</a></li>
<li class="li"><a class="xref" href="#topic_j15_wxq_slb">Viewing details for contributing resolutions</a></li>
<li class="li"><a class="xref" href="#topic_msk_g4r_slb">Usage notifications</a></li>
<li class="li"><a class="xref" href="#topic_skx_tdh_g3c">Monitoring automated resolutions at the
ticket level</a></li>
<li class="li"><a class="xref" href="#topic_gwv_dbn_dkc">Exporting contributing resolutions</a></li>
<li class="li"><a class="xref" href="#topic_lvh_mft_jsb">Disputing an automated resolution tier</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_u2d_5cb_2jc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">About automated resolution
tiers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106" target="_blank">Managing resolution
allowances</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ej3_jb3_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Opening the resolution usage dashboard</h2>
<div class="body">
<p class="p" dir="ltr">The resolution usage dashboard includes a summary of your
usage, along with a chart of resolution usage details. You can view
the resolution details by date range.</p>
<p class="p"><strong class="ph b">To open the dashboard</strong></p>
<ol class="ol" id="topic_ej3_jb3_q2c__ol_b21_yqx_x3c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ej3_jb3_q2c__image_qt2_ty4_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Usage &gt; Resolutions</strong>.</span><p class="p">The resolutions usage dashboard appears.
</p>
<p class="p"><img class="image img-screenshot" id="topic_ej3_jb3_q2c__image_pqt_v5r_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_overview2.png" width="600"></p>
<p class="p"><img class="image img-screenshot" id="topic_ej3_jb3_q2c__image_gbb_gxr_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_details_drop1_verified2.png" width="600"></p>
</li>
<li class="li">To filter the usage by date range, click <strong class="ph b">Range</strong> and select
an option from the menu. <p class="p" dir="ltr">You can view usage
for: </p>
<ul class="ul" id="topic_ej3_jb3_q2c__ul_xvl_drx_x3c">
<li class="li" dir="ltr">Last 7 days</li>
<li class="li" dir="ltr">Last 30 days</li>
<li class="li" dir="ltr">Current period</li>
<li class="li" dir="ltr">Custom range</li>
</ul>
</li>
<li class="li">To filter the usage by <a class="xref" href="http://tbd" target="_blank">resolution tier</a> or brand,
click <strong class="ph b">View by</strong> and select an option from the menu. <p class="p" dir="ltr">You can filter by: </p>
<ul class="ul" id="topic_ej3_jb3_q2c__ul_sjq_wzm_dkc">
<li class="li">Brand. View all brands combined or select a
specific brand. </li>
<li class="li" dir="ltr">Tiers. View All tiers or Assisted
escalation, Contained resolution, or Verified
resolution.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j15_wxq_slb">
<h2 class="title topictitle2" id="ariaid-title3">Viewing details for contributing resolutions</h2>
<div class="body">
<p class="p" dir="ltr">The list of contributing resolutions includes a table with
these fields:</p>
<ul class="ul" id="topic_j15_wxq_slb__ul_rpj_psx_x3c">
<li class="li" dir="ltr">
<strong class="ph b">ID:</strong> The ID of the ticket associated with the
resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tier</strong>: The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">resolution
tier</a> assigned to the ticket. Values include
Assisted escalation, Contained resolution, and Verified
resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Channel group</strong>: The type of channel associated
with the resolution. Values include Digital or Voice.</li>
<li class="li">
<strong class="ph b">AI agent</strong>: The type of AI agent associated with the
resolution. Values include Zendesk or Forethought.</li>
<li class="li" dir="ltr">
<strong class="ph b">Brand</strong>: The ticket brand. For Forethought AI
agents, the brand is not applicable. </li>
<li class="li">
<strong class="ph b">Used</strong>: The date and time the resolution occurred</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_j15_wxq_slb__image_jby_15x_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_contributions3_verified.png" width="600"></p>
<p class="p">When you filter the dashboard by date range, the resolutions list adjusts
to match the tiers showing in the chart.</p>
<p class="p"><strong class="ph b">To view details about a resolution</strong></p>
<p class="p">Use the options menu associated with a resolution to view resolution
details. Selections available in the options menu vary depending on
the AI agent used to create the resolution.</p>
<ol class="ol" id="topic_j15_wxq_slb__ol_hvc_n5x_x3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_j15_wxq_slb__image_qt2_ty4_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Usage &gt; Resolutions</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_j15_wxq_slb__image_njt_v5x_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_icon.png">) next to a contributing
resolution and select <strong class="ph b">View ticket in Support</strong>.<p class="p">The
ticket associated with the resolution opens in
Support. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">view the ticket
events</a> to trace how the resolution type was
determined.</p>
<p class="p"><img class="image img-screenshot" id="topic_j15_wxq_slb__image_f4j_swx_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ticket_events_verified.png" width="300"></p>
</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_j15_wxq_slb__image_hsf_fxx_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_icon.png">) next to a contributing
resolution and select <strong class="ph b">View conversation in AI agents</strong>.
<p class="p">The conversation overview for the resolution
opens in AI agents. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_nxy_tgf_52c" target="_blank">Viewing the
conversation logs for AI agents</a> for
details. </p>
<p class="p"><img class="image img-screenshot" id="topic_j15_wxq_slb__image_ifm_nyx_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_conversation_overview_verified.png" width="300"></p>
</li>
<li class="li">For customers with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10659079322394" target="_blank">Forethought AI agents
by Zendesk</a> plan, click the options menu icon
(<img class="image" id="topic_j15_wxq_slb__image_tg3_gys_jjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_icon.png">) next to a contributing
resolution and select <strong class="ph b">View in Forethought</strong> to view
resolution details on the Forethought <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10702488854682" target="_blank">Solve Insights</a>
dashboard.<p class="p"><img class="image img-screenshot" id="topic_j15_wxq_slb__image_jzh_ws5_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_forethought_dashboard_conversations.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_msk_g4r_slb">
<h2 class="title topictitle2" id="ariaid-title4">Usage notifications</h2>
<div class="body">
<p class="p">When you have used 80% of your resolutions, you'll receive an in-product
warning message and an email notification. </p>
<p class="p"><img class="image img-screenshot" id="topic_msk_g4r_slb__image_q2g_jcs_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_usage_limit_near3.png" width="300"></p>
<p class="p">You’ll receive another warning if you go over your resolution usage
limit.</p>
<p class="p"><img class="image img-screenshot" id="topic_msk_g4r_slb__image_nsl_hgy_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_usage_limit_over3.png" width="300"></p>
<p class="p">When you near your resolution usage limit, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106#topic_lvh_mft_jsb" target="_blank">increase your resolution
allowance</a>. </p>
<div class="note" id="topic_msk_g4r_slb__note_ixn_b1w_kkc">
<span class="notetitle">Note:</span> To help you manage resolution usage, you can
configure the email notifications that admins receive to track
resolution usage. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11184597562394" target="_blank">Managing usage notifications
for resolutions</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_skx_tdh_g3c">
<h2 class="title topictitle2" id="ariaid-title5">Monitoring automated resolutions at the ticket level</h2>
<div class="body">
<p class="p">Tickets include helpful indicators when an automated resolution occurs: </p>
<ul class="ul" id="topic_skx_tdh_g3c__ul_il2_zdh_g3c">
<li class="li">The Resolution type field lists Automated as the value. </li>
<li class="li">The Resolution tier field shows the level of automation required
to solve the ticket. The values are Assisted escalation,
Contained resolution, or Verified resolution.</li>
<li class="li">The channel group field shows the channel group associated with
the resolution. This field has a Digital value for email and
messaging channels and a Voice value for voice channels. </li>
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">events view</a>, a
system entry notes the date and time the automated
resolution occurred. </li>
<li class="li">These fields can be used when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">creating custom
reports</a>.<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_skx_tdh_g3c__simpletable_ppr_hqk_hjc" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d91e390" style="vertical-align:bottom;text-align:left;">Ticket fields</th>
<th class="stentry" id="d91e393" style="vertical-align:bottom;text-align:left;">Ticket event log</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d91e390" style="vertical-align:top;"><img class="image img-screenshot" id="topic_skx_tdh_g3c__image_rbx_ltk_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_support_fields-new.png" width="300"></td>
<td class="stentry" headers="d91e393" style="vertical-align:top;"><img class="image img-screenshot" id="topic_skx_tdh_g3c__image_sgc_mtk_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ticket_events_verified3.png" width="300"></td>
</tr>
</tbody>
</table>
</li>
</ul>
<div class="p">
<div class="note" id="topic_skx_tdh_g3c__note_lfj_ydh_g3c">
<span class="notetitle">Note:</span> Deleting a ticket with an automated
resolution doesn’t undo the consumption of an automated
resolution.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_gwv_dbn_dkc">
<h2 class="title topictitle2" id="ariaid-title6">Exporting contributing resolutions</h2>
<div class="body">
<p class="p">You can export data from the Resolution usage dashboard in CSV format.
The contributing resolutions included in the export are based on the
date range and view you have set on the dashboard. The exported data
includes the following information for each resolution: ticket ID,
tier, channel group, brand, resolution timestamp, and cost.</p>
<p class="p"><strong class="ph b">To export contributing resolutions</strong></p>
<ol class="ol" id="topic_gwv_dbn_dkc__ol_vtw_xcn_dkc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_gwv_dbn_dkc__image_qt2_ty4_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Usage &gt; Resolutions</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Range</strong> and <strong class="ph b">View by</strong> settings for the data
you want to export.</li>
<li class="li">Click the <strong class="ph b">Actions</strong> menu, then select <strong class="ph b">Export
contributing resolutions</strong>.<p class="p"><img class="image img-screenshot" id="topic_gwv_dbn_dkc__image_skf_3gn_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_action_menu.png" width="600"></p>
<p class="p">The export starts
to generate.</p>
<p class="p"><img class="image img-screenshot" id="topic_gwv_dbn_dkc__image_jwd_ngn_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_export_message.png" width="400"></p>
You can continue to
work in your account while it generates. Zendesk sends you
an email with a link to download your CSV file when the
export is complete. This link is good for 14 days. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_lvh_mft_jsb">
<h2 class="title topictitle2" id="ariaid-title7">Disputing an automated resolution tier</h2>
<div class="body">
<p class="p">In some cases, you may disagree with the resolution tier assigned to a
ticket. To dispute the assignment, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer
Support</a>.</p>
</div>
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