Managing usage on the automated resolution platform (prior to resolution tiers)

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<p id="docs-hc-snippet" style="display: none;">Zendesk measures your usage ofAI agentsandlegacy AI agentsby calculating the number ofautomated resolutionsyour account consumes each billing period. Automated resolutions apply to customer-facing AI agents functionality, not Copilot AI tools for human agents.</p>
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<div class="note attention" id="monitoring_ar_dashboard__note_zyk_4mt_fjc">
<span class="attentiontitle"></span> <span class="ph">This article describes the automated resolution platform in place prior
to May 18, 2026. Customers who are on this platform remain so until they move to
resolution tiers. For information about the resolution tier platform introduced on
May 18, 2026, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">About automated resolution tiers</a>. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb" target="_blank">check which version your account is
using</a>.</span>
</div>
</div>
<p class="p">Zendesk measures your usage of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">legacy AI agents</a> by calculating the number of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a> your account consumes each billing period. Automated
resolutions apply to customer-facing AI agents functionality, not Copilot AI tools for
human agents.</p>
<p class="p">All Zendesk Suite and Support plans include a baseline number of automated resolutions
based on your plan type. You can purchase additional resolutions, configure your account
to pause features when you reach your resolution limit, or pay overage charges to keep
features working.</p>
<p class="p">This article describes how to manage your account’s available automated resolutions on
the automated resolution platform (prior to resolution tiers). If you're not sure which
platform your account is using, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb" target="_blank">check which version your account is using</a>.</p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="monitoring_ar_dashboard__ul_ow4_f2h_bdc">
<li class="li"><a class="xref" href="#topic_awx_qp1_ccc">Avoiding automated resolution
overage</a></li>
<li class="li"><a class="xref" href="#topic_e2z_sdh_bdc">Understanding what happens when
you reach your automated resolution limit</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="monitoring_ar_dashboard__ul_sdl_mwy_hcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">About automated resolutions for AI agents on the
automated resolution platform (prior to resolution tiers).</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8922391373978" target="_blank">Monitoring usage on the automated resolution
platform (prior to resolution tiers)</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_awx_qp1_ccc">
<h2 class="title topictitle2" id="ariaid-title2">Avoiding automated resolution overage</h2>
<div class="body">
<div class="p">
<div class="div">
<p class="p" dir="ltr">You can configure your account on the automated resolution
platform (prior to resolution tiers) to avoid automated resolution overage
by increasing the number of automated resolutions available or updating your
automated resolution usage settings to pause all AI agent capabilities when
your automated resolution limit is reached.</p>
If you want to ensure your
account isn't consuming <em class="ph i">any</em> automated resolutions, you can remove all
capabilities related to AI agents. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7460877856026" target="_blank">Turning off automated resolution
features</a>.</div>
</div>
<p class="p">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_awx_qp1_ccc__ul_apx_xj3_bdc">
<li class="li"><a class="xref" href="#topic_iw3_b2h_bdc">Maintaining or pausing functionality when you reach your automated resolution limit</a></li>
<li class="li"><a class="xref" href="#topic_g2n_q3x_4wb">Adding automated resolutions to your subscription</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_iw3_b2h_bdc">
<h3 class="title topictitle3" id="ariaid-title3">Maintaining or pausing functionality when you reach your automated resolution limit </h3>
<div class="body">
<div class="p">
<div class="div">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a> can choose how your
account responds when you reach your automated resolution limit on the
automated resolution platform (prior to resolution tiers), either allowing
overage or pausing functionality.<p class="p"><strong class="ph b">To update your overage setting on the
automated resolution platform (prior to resolution tiers)</strong></p>
<div class="p">
<ol class="ol" id="topic_iw3_b2h_bdc__ol_clv_cl3_bdc">
<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_iw3_b2h_bdc__image_qjf_wk3_bdc" 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; Overage</strong>.</span></li>
<li class="li">Select your automated resolution overage option:<ul class="ul" id="topic_iw3_b2h_bdc__ul_vwk_lch_dkc">
<li class="li">
<strong class="ph b">Maintain functionality and allow overage </strong>(default
setting), which lets AI agents continue to serve
customers after you exceed your account’s baseline or
purchased automated resolutions. When you select this
option, your account will be charged for <a class="xref" href="#topic_ptx_zdh_bdc">pay-as-you-go automated resolutions</a> when you
reach your automated resolution limit.</li>
<li class="li">
<strong class="ph b">Pause functionality and don’t allow overage</strong>,
which pauses AI agent functionality, preventing overage
charges. When you select this option, <a class="xref" href="#topic_wxf_zdh_bdc">any
capabilities that require automated resolutions will
no longer function</a> when you reach your
automated resolution limit, and more support requests
will be routed to live agents.</li>
</ul>
<p class="p"><img class="image" id="topic_iw3_b2h_bdc__image_wt1_jws_dcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bot_overage_limit.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_g2n_q3x_4wb">
<h3 class="title topictitle3" id="ariaid-title4">Adding automated resolutions to your subscription</h3>
<div class="body">
<p class="p">You can purchase additional automated resolutions for your account on the
automated resolution platform (prior to resolution tiers). Increasing your
account's available automated resolutions extends your AI agent's functionality.
You will still be subject to <a class="xref" href="#topic_e2z_sdh_bdc">overage charges or capability interruption</a>, based on your overage
setting.</p>
<p class="p" dir="ltr">Purchasing additional automated resolutions adds a recurring order to
your subscription. Automated resolutions do not roll over to the next billing
period. To decrease or remove the additional automated resolutions from your
subscription, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>.</p>
<div class="note">
<span class="notetitle">Note:</span> If you have a sales-assisted account, reach out to your Zendesk account
representative to make changes to your automated resolutions.</div>
<p class="p"><strong class="ph b"> To add automated resolutions to your subscription on the automated resolution
platform (prior to resolution tiers)</strong></p>
<div class="p">
<ol class="ol" id="topic_g2n_q3x_4wb__ol_uks_d4n_bdc">
<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" 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">Billing &gt; Subscription</strong>.</span></li>
<li class="li">Click the <strong class="ph b">More products</strong> tab.</li>
<li class="li">Under Automated resolutions, use the slider to select the number of
automated resolutions you want to add to your account and click <strong class="ph b">Add
to subscription</strong>.<p class="p"><img class="image" id="topic_g2n_q3x_4wb__image_pmz_gqn_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automated_resolutions_purchase.png" width="500"></p>
</li>
<li class="li">Confirm the order, then click <strong class="ph b">Update subscription</strong>.<p class="p">The
automated resolutions are immediately available on your account. The
order is added to your next billing invoice.</p>
</li>
</ol>
</div>
<p class="p">If you’ve purchased automated resolutions for your account and find you need
more, you can increase the number of additional resolutions included in your
recurring order.</p>
<p class="p"><strong class="ph b">To increase your additional automated resolutions on the automated resolution
platform (prior to resolution tiers)</strong></p>
<div class="p">
<ol class="ol" id="topic_g2n_q3x_4wb__ol_ngp_v14_bdc">
<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" 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">Billing &gt; Subscription</strong>.</span></li>
<li class="li">Click the <strong class="ph b">More products</strong> tab.</li>
<li class="li">Under Automated resolutions, use the slider to adjust the number of
automated resolutions on your account and click <strong class="ph b">Update
subscription</strong>.<p class="p"><img class="image" id="topic_g2n_q3x_4wb__image_kcc_214_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automated_resolutions_order-page.png" width="500"></p>
<p class="p">The additional
automated resolutions are immediately available on your account. The
increase is reflected on your next billing invoice.</p>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_e2z_sdh_bdc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding what happens when you reach your automated resolution limit</h2>
<div class="body">
<p class="p" dir="ltr">You can determine how your account is impacted when you exhaust your
available automated resolutions. You can choose to automatically pause features that
require automated resolutions, or to pay for overages as you go.</p>
<p class="p" dir="ltr">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_e2z_sdh_bdc__ul_img_th3_bdc">
<li class="li"><a class="xref" href="#topic_wxf_zdh_bdc">Automatically pausing AI agent features</a></li>
<li class="li"><a class="xref" href="#topic_ptx_zdh_bdc">Accruing overage charges</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_wxf_zdh_bdc">
<h3 class="title topictitle3" id="ariaid-title6">Automatically pausing AI agent features</h3>
<div class="body">
<p class="p">If you choose to <a class="xref" href="#topic_awx_qp1_ccc">pause AI agent
functionality</a> to avoid overage charges, any AI agent capabilities you
have configured will automatically stop functioning when you reach your
automated resolution limit. Your capability configurations are not altered when
paused and will automatically resume functioning when automated resolutions are
again available for your account.</p>
<p class="p">For legacy AI agents functionality, impacted capabilities might vary. See <a class="xref" href="#topic_dnb_vzg_dkc">Understanding paused capabilities
for legacy AI agents functionality</a>.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_dnb_vzg_dkc">
<h4 class="title topictitle4" id="ariaid-title7">Understanding paused capabilities for legacy AI agents functionality (legacy)</h4>
<div class="body">
<p class="p">If you pause AI agent functionality to avoid overage charges, impacted AI
agent capabilities depend on your legacy AI agents version:</p>
<div class="p">
<ul class="ul" id="topic_dnb_vzg_dkc__ul_p5l_xzg_dkc">
<li class="li">
<strong class="ph b">AI agents - Essential for messaging</strong><p class="p">AI agent - Essential
capabilities, including legacy features standard responses,
generative replies and personas, and answers created in bot
builder, are paused on all channels. When paused, your AI agent
will respond only with the default messaging response. Active AI
agent conversations may be interrupted.</p>
<p class="p">All proactive
messages configured to respond with an AI agent are paused. When
automated resolutions are available for your account again,
you’ll need to manually reactivate them on the Proactive
messaging admin page.</p>
</li>
<li class="li">
<strong class="ph b">AI agents - Essential for email</strong><p class="p" dir="ltr">Articles are not
suggested in email notifications. In emails, the autoreply with
articles action will pause, but the rest of the actions within
the trigger will continue to run.</p>
</li>
<li class="li">
<strong class="ph b">AI agents - Essential for web forms</strong><p class="p">Articles are not
suggested in web form notifications. In web forms, articles will
no longer be recommended after the customer has submitted the
web form.</p>
</li>
<li class="li">
<strong class="ph b">Article recommendations (Web Widget Classic)</strong><p class="p">Web Widget
Classic will stop suggesting articles in response to customer
messages. Customers can still access other features configured
for the channel, such as submitting a form or initiating a voice
chat.</p>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_ptx_zdh_bdc">
<h3 class="title topictitle3" id="ariaid-title8">Accruing overage charges</h3>
<div class="body">
<div class="p">
<div class="div">
<p class="p" dir="ltr">If you do not pause AI agent capabilities, you may exceed your
allotted number of automated resolutions (including both the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_fcr_sq4_jwb" target="_blank">default resolutions included with
your plan</a> and any <a class="xref" href="#topic_g2n_q3x_4wb">additional purchased resolutions</a>). </p>
<p class="p" dir="ltr">When this happens, your AI agent capabilities will continue
functioning as designed, and you will be billed for each automated
resolution consumed over your allotted amount. For pricing information
by plan, see the AI agents section in the <a class="xref" href="https://www.zendesk.com/pricing/#modal.pricing-table" target="_blank">plan comparison table</a>.</p>
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