Managing resolution allowances

Yourresolution allowanceis a flexible currency pool used to pay for the cost of automated resolutions. You can consume the balance freely across different resolution tiers without pre-selecting a fixed mix of tiers in advance. To help you monitor resolution usage on your account, Zendesk provides a resolution allowance dashboard. Account owners and billing admins can use this dashboard to monitor resolution costs and manage their resolution budget.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus








Summary: ◀▼


Use the resolution allowance dashboard to monitor your resolution budget,
view allowance details, and track usage. Plan your resolution needs based
on your plan and agent seats, and increase your allowance by purchasing
add-ons to avoid higher overage costs. Set your overage response to either
allow automatic billing for extra usage or pause AI agent functionality
to control expenses.






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
Resolution allowance
dashboard in Admin Center.
Your resolution allowance is a flexible currency pool used to pay for the
cost of automated resolutions. You can consume the balance freely across
different resolution tiers without pre-selecting a fixed mix of tiers in
advance. To help you monitor resolution usage on your account, Zendesk
provides a resolution allowance dashboard. Account owners and billing admins
can use this dashboard to monitor resolution costs and manage their
resolution budget.

Note: This dashboard is available to the account owner and billing admins only.
Admins have a separate resolution usage dashboard to view and manage
resolution usage. See Managing resolution
usage.
This article contains the following sections:

Opening the resolution allowance dashboard
Viewing allowance details
Planning for resolution usage
Understanding the default resolution allowance
Increasing your resolution allowance
Setting your resolution overage response

Related articles

About automated resolution
tiers
Managing resolution
usage



Opening the resolution allowance dashboard

The resolution allowance dashboard includes a summary of your
allowance, an expandable section with allowance details, and a chart
of usage details. You can view the usage details by date range.
To open the dashboard


In Admin Center, click
Account in the sidebar, then select Billing > Resolution allowance. The resolutions allowance dashboard appears.
The dashboard includes an allowance summary and
allowance details expressed in
currency.







Viewing allowance details

Allowance details show you how your total allowance budget was calculated
based on your plan type, number of agent seats in your account, and
any resolution add-ons you have purchased and any overage charges.
To view allowance details


In Admin Center, click
Account in the sidebar, then select Billing > Resolution allowance. The resolutions allowance dashboard appears.


In Allowance details, click the expander icon ( ).
Your account
details appear. This information includes:


Total budget: Your total
resolution budget, shown in US dollars.

Included resolution allowance:
The resolution allowance included with your plan
type and seat count.

Committed resolution allowance:
The additional allowance purchased as an add-on.

Overage: Usage that exceeded
your recurring resolution allowance. You can also
see your current Overage setting:
Allowed or Not allowed.







Planning for resolution usage

Your plan comes with a default resolution allowance based on plan type
and the number of agent seats in the account. See Understanding the default resolution allowance. You can see the
default resolution allowance for your account on the Subscription page.

If you use more than the default resolution allowance, you have
these options:

You can increase your resolution allowance by buying
more resolutions before any overages occur. If you increase
your resolution allowance before overages occur, it provides
a better per-resolution cost than overage billing. See Increasing
your resolution allowance.
You can also select a resolution overage response. See
Setting your resolution overage response.
The response can be:
Automatically bill you when overages
occur. Overage is billed monthly, regardless of
your subscription terms.
If you don’t want overage charges, you
can prevent overage billing by limiting the
resolution allowance in your account.






Understanding the default resolution allowance

Zendesk Support and Suite plans include a default resolution allowance
that's included in the price of your plan. The allowance is based on
your plan type and the number of agent seats you have. You can use
this allowance for any automated resolution tier.









Plan
Zendesk Suite
Zendesk Support


Team
$2 per agent seat, per month
$2 per agent seat, per month


Growth
$5 per agent seat, per month
Not applicable


Professional
$5 per agent seat, per month
$2 per agent seat, per month


Enterprise
$10 per agent seat, per month
$2 per agent seat, per month


Enterprise Plus
$10 per agent seat, per month
Not applicable




Forethought AI agents by
Zendesk plans don’t include a default resolution
allowance. If you have a Forethought plan but no Suite or Support
plan, contact Zendesk Sales to purchase a
resolution allowance separately.
Light agents are not included in the default allocation calculation. Only
agents with seats are included.
The maximum allowance per year for all plans is $5000.
For example, an Suite Enterprise account with 20 agent seats would have a
monthly resolution allowance of $200. A Support Enterprise account
with 20 agent seats would have a monthly resolution allowance of
$40. Monthly allowances do not carry over if they aren't used.



Increasing your resolution allowance

If you need more automated resolutions for your account, you
can pay to increase your resolution allowance. Contact Zendesk Sales
for more information.You must be the account owner or a billing
admin to increase your resolution allowance.The currency you add
works as a general funding pool that is applied to any resolution on
any ticket as needed, regardless of the ticket’s resolution
tier.
Your increased allowance appears in the Extras section of your
Subscription page.




Setting your resolution overage response

On the Overage page in Admin Center, your account owner and
billing admins can select how your account responds when you reach
your automated resolution limit. The options are:


Allow overage (default setting) This setting
allows AI agents to continue to serve customers
after you exceed your account’s default or purchased
resolutions allowance. When selected, your account
is charged for pay-as-you-go resolutions after you
reach the limit of your resolution allowance. This
setting is recommended for uninterrupted support.


Note: For customers with a Forethought AI
agents by Zendesk plan, this option is
automatically selected and cannot be
changed.


Don’t allow overage This setting pauses AI
agent functionality when you reach your resolution
allowance limit, preventing overage charges. Any
capabilities that require paid resolutions won't
work until you increase your resolution allowance,
causing more support requests to be routed to human
agents. This setting is recommended for strict
budgets.



To set your overage response

In Admin Center, click
Account in the sidebar, then select Usage > Overage. The Overage settings page appears.

Select an option for your overage response: Allow
overage or Don’t allow overage.
Click Save.




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