Managing resolution usage

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.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus








Summary: ◀▼


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.






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 usage
dashboard in Admin Center.
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.

Note: Billing admins can use a separate resolution allowance dashboard to monitor
resolution costs and manage their resolution budget. See Managing resolution
allowances.
This article contains the following sections:

Opening the resolution usage dashboard
Viewing details for contributing resolutions
Usage notifications
Disputing an automated resolution tier

Related articles

About automated resolution
tiers
Managing resolution
allowances



Opening the resolution usage dashboard

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.
To open the dashboard


In Admin Center, click
Account in the sidebar, then select Usage > Resolutions. The resolutions usage dashboard appears.




To filter the usage by date range, click Range and select
an option from the menu. You can view usage
for:

Last 7 days
Last 30 days
Current period
Custom range






Viewing details for contributing resolutions

The list of contributing resolutions includes a table with
these fields:


ID: The ID of the ticket associated with the
resolution.

Tier: The resolution
tier assigned to the ticket. Values include
Assisted escalation, Contained resolution, and Verified
resolution.

Channel group: The type of channel associated
with the resolution. Values include Digital or Voice.

AI agent: The type of AI agent associated with the
resolution. Values include Zendesk or Forethought.

Brand: The ticket brand. For Forethought AI
agents, the brand is not applicable.

Used: The date and time the resolution occurred


When you filter the dashboard by date range, the resolutions list adjusts
to match the tiers showing in the chart.
To view details about a resolution
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.

In Admin Center, click
Account in the sidebar, then select Usage > Resolutions.
Click the options menu icon ( ) next to a contributing
resolution and select View ticket in Support. The
ticket associated with the resolution opens in
Support. You can view the ticket
events to trace how the resolution type was
determined.


Click the options menu icon ( ) next to a contributing
resolution and select View conversation in AI agents.
The conversation overview for the resolution
opens in AI agents. See Viewing the
conversation logs for AI agents for
details.


For customers with a Forethought AI agents
by Zendesk plan, click the options menu icon
( ) next to a contributing
resolution and select View in Forethought to view
resolution details on the Forethought Solve Insights
dashboard.





Usage notifications

When you have used 80% of your resolutions, you'll receive an in-product
warning message and an email notification.

You’ll receive another warning if you go over your resolution usage
limit.

When you near your resolution usage limit, you can increase your resolution
allowance.



Disputing an automated resolution tier

In some cases, you may disagree with the resolution tier assigned to a
ticket. To dispute the assignment, contact Zendesk Customer
Support.


{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10479485915290",
"url": "https://support.zendesk.com/hc/en-us/articles/10479485915290",
"headline": "Managing resolution usage",
"description": "You can monitor and manage your account's resolution usage through a dashboard that provides detailed insights, usage notifications, and options to dispute resolution tiers.",
"articleSection": "Automated resolutions",
"datePublished": "2026-03-27T21:51:54+00:00",
"dateModified": "2026-06-17T17:04:31.832481+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10479485915290"