Moving to automated resolutions from existing pricing plans

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This article only applies to customers who began using AI agents (formerly Zendesk
bots) before February 3, 2025. </div>
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<p class="p">Zendesk has evolved the pricing and packaging for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> (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.</p>
<p class="p">Read this article to familiarize yourself with the AI agents functionality, the automated
resolutions model, and related changes to the Zendesk UI.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The automated resolutions pricing model applies only to AI agents. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6546313440538" target="_blank">Sunshine Conversations MAUs</a> are not affected by this
change. </div>
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<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="preparing_for_ai_agents__ul_m2n_rzr_y1c">
<li class="li"><a class="xref" href="#topic_evx_rzr_y1c">Changes to Zendesk plans</a></li>
<li class="li"><a class="xref" href="#topic_igx_zhv_lcc">Changes for Answer Bot resolution and MAU users</a></li>
<li class="li"><a class="xref" href="#topic_eqg_szr_y1c">Testing AI agent features and usage</a></li>
<li class="li"><a class="xref" href="#topic_kqn_rp1_ccc">Finding more information</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="preparing_for_ai_agents__ul_xsc_bkx_hcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">Overview of AI agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">About automated resolutions for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">Managing your automated resolutions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7460877856026" target="_blank">Turning off automated resolution
features</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_evx_rzr_y1c">
<h2 class="title topictitle2" id="ariaid-title2">Changes to Zendesk plans</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_evx_rzr_y1c__ul_lzl_lbs_y1c">
<li class="li"><a class="xref" href="#topic_ujs_z1s_y1c">AI agents features included in your plan</a></li>
<li class="li"><a class="xref" href="#topic_e4x_z1s_y1c">Automated resolutions included in your plan</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ujs_z1s_y1c">
<h3 class="title topictitle3" id="ariaid-title3">AI agents features included in your plan</h3>
<div class="body">
<p class="p">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. </p>
<p class="p">For more information about the specific features included in AI agents functionality, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">Overview of AI agents</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_e4x_z1s_y1c">
<h3 class="title topictitle3" id="ariaid-title4">Automated resolutions included in your plan</h3>
<div class="body">
<p class="p">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. </p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_e4x_z1s_y1c__simpletable_wx1_lkd_1cc" summary="">
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<th class="stentry" id="d48e163" style="vertical-align:bottom;text-align:left;"> <strong class="ph b">Plan</strong> </th>
<th class="stentry" id="d48e168" style="vertical-align:bottom;text-align:left;"> <strong class="ph b">Zendesk Suite</strong> </th>
<th class="stentry" id="d48e173" style="vertical-align:bottom;text-align:left;"> <strong class="ph b">Support (standalone)</strong>
</th>
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<td class="stentry" headers="d48e163" style="vertical-align:top;"> Enterprise </td>
<td class="stentry" headers="d48e168" style="vertical-align:top;"> 15 automated resolutions/agent/month </td>
<td class="stentry" headers="d48e173" style="vertical-align:top;"> 15 automated resolutions/agent/month </td>
</tr>
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<td class="stentry" headers="d48e163" style="vertical-align:top;">
<p class="p">Professional</p>
<p class="p">Growth</p>
</td>
<td class="stentry" headers="d48e168" style="vertical-align:top;"> 10 automated resolutions/agent/month </td>
<td class="stentry" headers="d48e173" style="vertical-align:top;"> 10 automated resolutions/agent/month </td>
</tr>
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<td class="stentry" headers="d48e163" style="vertical-align:top;"> Team </td>
<td class="stentry" headers="d48e168" style="vertical-align:top;"> 5 automated resolutions/agent/month </td>
<td class="stentry" headers="d48e173" style="vertical-align:top;"> 5 automated resolutions/agent/month </td>
</tr>
</tbody>
</table>
<p class="p">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.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Legacy Support plans include access to AI agents but do not come with
included automated resolutions. Legacy customers can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_g2n_q3x_4wb" target="_blank">purchase automated resolutions</a>. </div>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_igx_zhv_lcc">
<h2 class="title topictitle2" id="ariaid-title5">Changes for Answer Bot resolution and MAU users</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<ul class="ul" id="topic_igx_zhv_lcc__ul_vky_llv_pcc">
<li class="li"><a class="xref" href="#topic_q2r_h35_pcc">Purchasing Answer Bot resolutions and MAUs</a></li>
<li class="li"><a class="xref" href="#topic_frz_c1v_pcc">Transitioning to automated resolutions</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_q2r_h35_pcc">
<h3 class="title topictitle3" id="ariaid-title6">Purchasing Answer Bot resolutions and MAUs</h3>
<div class="body">
<p class="p">As of August 21, 2024, customers <em class="ph i">without</em> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_g2n_q3x_4wb" target="_blank">purchase automated resolutions</a></p>
<p class="p">If you have an active bot usage commitment, your bot usage management experience
will not change until November 9, 2024, when usage units are <a class="xref" href="#topic_frz_c1v_pcc">transitioned to automated
resolutions</a>. Until then, you can continue to purchase additional
Answer Bot resolutions and MAUs via the shopping cart or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666" target="_blank">subscription page</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_frz_c1v_pcc">
<h3 class="title topictitle3" id="ariaid-title7">Transitioning to automated resolutions</h3>
<div class="body">
<p class="p">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:</p>
<div class="p">
<ul class="ul" id="topic_frz_c1v_pcc__ul_vr3_3gv_pcc">
<li class="li">
<strong class="ph b">Converting usage units to automated resolutions</strong>. Any unused
Answer Bot resolutions or MAUs will be converted to automated
resolutions. You can view the automated resolution amounts on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666#topic_zjz_pdw_zgb" target="_blank">subscription page</a> in Admin
Center at <strong class="ph b">Account &gt; Billing &gt; Subscription</strong>. </li>
<li class="li">
<strong class="ph b">Removing dashboards</strong>. In Admin Center, the Answer Bot Article
Recommendations and AI and bots usage dashboards will redirect to the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_mrg_wdh_bdc" target="_blank">Automated resolutions
dashboard</a>. </li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You will not immediately be charged for automated resolution usage and
overages. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_fy3_fzc_1cc" target="_blank">About automated resolutions for AI
agents</a> for information on determining when you will be charged
for automated resolution usage.</div>
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<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_eqg_szr_y1c">
<h2 class="title topictitle2" id="ariaid-title8">Testing AI agent features and usage</h2>
<div class="body">
<p class="p">You can incorporate any or all of the AI agent features into your customer support setup.
However, your account is subject to usage fees.</p>
<p class="p">Experiment with AI agents functionality and monitor how different usage approaches might affect
your automated resolution consumption.</p>
<p class="p">You can ensure you're ready for AI agents in the following ways:</p>
<div class="p">
<ul class="ul" id="topic_eqg_szr_y1c__ul_stv_tbs_y1c">
<li class="li">
<strong class="ph b">Become an AI agent expert</strong>. Spend some time learning about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents
features</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated
resolutions</a>.</li>
<li class="li">
<strong class="ph b">Explore AI agents</strong>. All Zendesk Suite or Support plans include AI agents functionality.
Take a hands-on approach to the whole <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">range of
capabilities</a>.</li>
<li class="li">
<strong class="ph b">Monitor your automated resolution usage</strong>. As you experiment with AI agents, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_mrg_wdh_bdc" target="_blank">Automated resolutions dashboard</a> 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.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_kqn_rp1_ccc">
<h2 class="title topictitle2" id="ariaid-title9">Finding more information</h2>
<div class="body">
<p class="p">If you have feedback or questions related to AI agents, visit our <a class="xref" href="https://community.zendesk.com/ideas" target="_blank">community forum</a> where we collect and
manage customer product feedback. For general assistance with your Zendesk products,
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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