Moving to automated resolutions from existing pricing plans

Zendesk has evolved the pricing and packaging forAI agents(formerly Zendesk bots). AI agents capabilities are available on all Suite and Support plans. AI agents pricing is now measured in automated resolutions, replacing the former monthly active users (MAUs) pricing for Zendesk bots and Answer Bot resolutions.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise











This article only applies to customers who began using AI agents (formerly Zendesk
bots) before February 3, 2025.

Zendesk has evolved the pricing and packaging for AI agents (formerly Zendesk bots). AI agents capabilities are available on
all Suite and Support plans. AI agents pricing is now measured in automated resolutions,
replacing the former monthly active users (MAUs) pricing for Zendesk bots and Answer Bot
resolutions.
Read this article to familiarize yourself with the AI agents functionality, the automated
resolutions model, and related changes to the Zendesk UI.


Note: The automated resolutions pricing model applies only to AI agents. Sunshine Conversations MAUs are not affected by this
change.

This article contains the following topics:


Changes to Zendesk plans
Changes for Answer Bot resolution and MAU users
Testing AI agent features and usage
Finding more information


Related articles:

Overview of AI agents
About automated resolutions for AI
agents
Managing your automated resolutions
Turning off automated resolution
features



Changes to Zendesk plans

You have access to AI agents features on all Zendesk Suite or Support plans, and you can start
exploring the capabilities. Automated resolutions are the unit of measurement for calculating AI
agent usage, and you’ll have greater control when managing your automated resolution
allotment.
This section includes the following topics:


AI agents features included in your plan
Automated resolutions included in your plan




AI agents features included in your plan

All Zendesk Suite and Support plans, as well as legacy Support plans, include access to all AI
agents capabilities. Some of these features were previously part of the Copilot
add-on.
For more information about the specific features included in AI agents functionality, see
Overview of AI agents.



Automated resolutions included in your plan

Current Zendesk Suite and Support plans include a baseline number of automated resolutions. All
plans have a maximum of 10,000 allocated automated resolutions per year.






Plan
Zendesk Suite
Support (standalone)





Enterprise
15 automated resolutions/agent/month
15 automated resolutions/agent/month



Professional
Growth

10 automated resolutions/agent/month
10 automated resolutions/agent/month


Team
5 automated resolutions/agent/month
5 automated resolutions/agent/month



If you find that you need to increase the number of automated resolutions available to you to
avoid exceeding your allotted amount, which can incur overage charges. You can
add automated resolutions to your account and cap the number of automated
resolutions that can be consumed by your account each month.


Note: Legacy Support plans include access to AI agents but do not come with
included automated resolutions. Legacy customers can purchase automated resolutions.





Changes for Answer Bot resolution and MAU users

During the transition to the automated resolutions model, accounts currently using
Answer Bot resolutions and monthly active users (MAUs) to calculate bot usage will
see some UI and functionality changes. Some of these changes are already live;
others will be applied at a later date.


Purchasing Answer Bot resolutions and MAUs
Transitioning to automated resolutions




Purchasing Answer Bot resolutions and MAUs

As of August 21, 2024, customers without a current bot usage commitment
can no longer purchase new Answer Bot resolution or MAU bot usage packages. To
use AI agent features, these customers purchase automated resolutions
If you have an active bot usage commitment, your bot usage management experience
will not change until November 9, 2024, when usage units are transitioned to automated
resolutions. Until then, you can continue to purchase additional
Answer Bot resolutions and MAUs via the shopping cart or subscription page.



Transitioning to automated resolutions

On November 6, 2024, your account will begin using automated resolutions to
calculate AI agent usage. This transition includes the following changes for
Answer Bot resolution and MAU users:



Converting usage units to automated resolutions. Any unused
Answer Bot resolutions or MAUs will be converted to automated
resolutions. You can view the automated resolution amounts on your subscription page in Admin
Center at Account > Billing > Subscription.

Removing dashboards. In Admin Center, the Answer Bot Article
Recommendations and AI and bots usage dashboards will redirect to the
Automated resolutions
dashboard.




Note: You will not immediately be charged for automated resolution usage and
overages. See About automated resolutions for AI
agents for information on determining when you will be charged
for automated resolution usage.





Testing AI agent features and usage

You can incorporate any or all of the AI agent features into your customer support setup.
However, your account is subject to usage fees.
Experiment with AI agents functionality and monitor how different usage approaches might affect
your automated resolution consumption.
You can ensure you're ready for AI agents in the following ways:



Become an AI agent expert. Spend some time learning about AI agents
features and automated
resolutions.

Explore AI agents. All Zendesk Suite or Support plans include AI agents functionality.
Take a hands-on approach to the whole range of
capabilities.

Monitor your automated resolution usage. As you experiment with AI agents, use the Automated resolutions dashboard to
keep an eye on how different configurations impact your automated resolution
usage. The dashboard displays a 30-day summary of automated resolution usage
and a daily resolution usage breakdown.





Finding more information

If you have feedback or questions related to AI agents, visit our community forum where we collect and
manage customer product feedback. For general assistance with your Zendesk products,
contact Zendesk Customer Support.


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