Managing usage notifications for automated resolutions and resolution allowances

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<p id="docs-hc-snippet" style="display: none;">To help you manage automated resolutions or resolution allowance usage, you can configure the email notifications that admins receive to track usage. These notification settings work for usage tracked by theAutomated resolutions dashboardas well as usage tracked by theResolution allowanceandResolution usagedashboards.</p>
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Set up email notifications for automated resolutions and resolution
allowances. Control
which admins receive the notifications. Notifications help you stay informed
about usage
thresholds and forecasted overages, preventing unexpected charges.
</p>
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<div class="note fastpath" id="topic-1__note_mxy_sd5_kkc">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Usage &gt; Manage
notifications</span>
</div>
<p class="p">To help you manage automated resolutions or resolution allowance usage, you can
configure the email notifications that admins receive to track usage. These
notification settings work for usage tracked by the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8922391373978#topic_s32_rww_k2c" target="_blank">Automated resolutions
dashboard</a> as well as usage tracked by the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106#topic_ej3_jb3_q2c" target="_blank">Resolution allowance</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479485915290#topic_ej3_jb3_q2c" target="_blank">Resolution usage</a> dashboards. </p>
<p class="p">This article contains these sections:</p>
<ul class="ul" id="topic-1__ul_f1f_wxq_slb">
<li class="li"><a class="xref" href="#topic_kys_mzz_jkc">About configuring usage notification emails</a></li>
<li class="li"><a class="xref" href="#topic_vsq_szz_jkc">Accessing the Manage notifications page</a></li>
<li class="li"><a class="xref" href="#topic_on4_4g1_kkc">Setting email notifications</a></li>
<li class="li"><a class="xref" href="#topic_o4s_ph1_kkc">Adding or removing admins from the recipient list</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong>/</p>
<ul class="ul" id="topic-1__ul_u2d_5cb_2jc">
<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</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106" target="_blank">Managing resolution
allowances</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479485915290" target="_blank">Managing resolution
usage</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kys_mzz_jkc">
<h2 class="title topictitle2" id="ariaid-title2">About configuring usage notification emails</h2>
<div class="body">
<p class="p" dir="ltr">You can configure email notifications to be sent when the
following usage allowance events occur for automated resolutions and
resolution allowances:</p>
<ul class="ul" id="topic_kys_mzz_jkc__ul_awk_pzz_jkc">
<li class="li" dir="ltr">
<strong class="ph b">Approaching limit</strong>: Usage reaches a certain
percentage of your overall resolution allowance. Options you
can set range from 50% to 90%. </li>
<li class="li" dir="ltr">
<strong class="ph b">Reached limit:</strong> Usage reaches 100%.</li>
<li class="li" dir="ltr">
<strong class="ph b">Exceeding limit</strong>: Usage goes beyond 100%. Email
notifications are sent at intervals of 10%.</li>
<li class="li" dir="ltr">
<strong class="ph b">Forecast</strong>: When the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8922391373978#topic_arl_hfy_g3c" target="_blank">forecast</a>
indicates account usage may exceed the allowance. </li>
</ul>
<p class="p" dir="ltr">For each notification type, you can configure which admins in
your account will receive the email notifications. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vsq_szz_jkc">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the Manage notifications page</h2>
<div class="body">
<p class="p">Use the Manage notifications page in Admin Center to set up email
notifications for automated resolutions and resolution allowance
usage. </p>
<p class="p"><strong class="ph b">To open the Manage notifications page</strong></p>
<ul class="ul" id="topic_vsq_szz_jkc__ul_fpl_xzz_jkc">
<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_vsq_szz_jkc__image_ank_t2v_kkc" 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; Manage notifications</strong>.</span><p class="p">The Manage notifications page appears with a
list of notification types. Use this page to
configure recipients for each notification type.
</p>
<p class="p"><img class="image img-screenshot" id="topic_vsq_szz_jkc__image_a1s_h3v_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notifications_page.png" width="600"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_on4_4g1_kkc">
<h2 class="title topictitle2" id="ariaid-title4">Setting email notifications</h2>
<div class="body">
<p class="p" dir="ltr">For each notification type, you can configure which admins will
receive an email notification. By default all admins in your account
are included in the recipient list. </p>
<p class="p"><strong class="ph b">To set email notifications</strong></p>
<ol class="ol" id="topic_on4_4g1_kkc__ol_nyz_131_kkc">
<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_on4_4g1_kkc__image_ank_t2v_kkc" 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; Manage notifications</strong>.</span></li>
<li class="li" dir="ltr">Click one of the following notification types to
expand it: <strong class="ph b">Approaching limit,</strong>
<strong class="ph b">Reached limit</strong>, <strong class="ph b">Exceeding limit,</strong> or
<strong class="ph b">Forecast</strong>
</li>
<li class="li" dir="ltr">If you're setting the Approaching limit, click <strong class="ph b">Send
notification when usage reaches</strong> and select the
desired percentage. <p class="p"><img class="image img-screenshot" id="topic_on4_4g1_kkc__image_zyq_blg_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notifications_approaching_limit_percentage.png" width="600"></p>
<p class="p" dir="ltr">You can
set email notifications for one of the following:
50%, 60%, 70%, 80% or 90%.</p>
<p class="p">This setting
applies only to the approaching limit. It's not
applicable to the other notification types.
</p>
</li>
<li class="li" dir="ltr">Select the recipients to receive the email
notification. See <a class="xref" href="#topic_o4s_ph1_kkc">Adding or removing admins from the recipient list</a>. </li>
<li class="li" dir="ltr">When you’ve finished selecting recipients, click
<strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_o4s_ph1_kkc">
<h2 class="title topictitle2" id="ariaid-title5">Adding or removing admins from the recipient list </h2>
<div class="body">
<p class="p" dir="ltr">For each notification type, you can select which admins will
receive the notification. By default, all the current admins in your
account are automatically included as recipients for all
notification types, but any new admins you add going forward will
need to be added manually. Only admins can be recipients of
resolution allowance notifications.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_tlk_krd_lkc">
<h3 class="title topictitle3" id="ariaid-title6">Removing recipients</h3>
<div class="body">
<p class="p">You can remove admins from the list, but at minimum, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a>
and at least one <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">billing admin</a>
must be recipients. </p>
<p class="p" dir="ltr"><strong class="ph b">To remove an admin from the list</strong></p>
<ol class="ol" id="topic_tlk_krd_lkc__ol_pqv_j31_kkc">
<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_tlk_krd_lkc__image_ank_t2v_kkc" 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; Manage notifications</strong>.</span></li>
<li class="li" dir="ltr">Click to expand the notification type you want
to update.</li>
<li class="li" dir="ltr">In the Recipient list, locate the admin you
want to remove from the list. </li>
<li class="li" dir="ltr">Click the options menu icon (<img class="image" id="topic_tlk_krd_lkc__image_jk5_n31_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_options_menu.png">) next to the recipient
and select <strong class="ph b">Remove recipient</strong>.<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_tlk_krd_lkc__image_n3b_w31_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notifications_recipient_remove.png" width="600"></p>
</li>
<li class="li" dir="ltr">Continue to remove additional admins as
needed. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_e24_prd_lkc">
<h3 class="title topictitle3" id="ariaid-title7">Adding recipients to a notification type</h3>
<div class="body">
<p class="p" dir="ltr">In some cases, you may want to add a previously-removed
admin back into the recipient list or include a new admin
you’re added recently to your account. New admins are not
added automatically as notification recipients. </p>
<p class="p" dir="ltr"><strong class="ph b">To add an admin to the list</strong></p>
<ol class="ol" id="topic_e24_prd_lkc__ol_p25_vj1_kkc">
<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_e24_prd_lkc__image_ank_t2v_kkc" 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; Manage notifications</strong>.</span></li>
<li class="li" dir="ltr">Click to expand the notification type you want
to update.</li>
<li class="li" dir="ltr">Scroll to the bottom of the recipient list and
click <strong class="ph b">Add recipient</strong>.<p class="p"><img class="image img-screenshot" id="topic_e24_prd_lkc__image_jxm_zj1_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notificatons_recipient_add_button.png" width="600"></p>
</li>
<li class="li">Search to locate the admin you want to add, then click
<strong class="ph b">Add recipient</strong>.<p class="p"><img class="image img-screenshot" id="topic_e24_prd_lkc__image_ckr_ck1_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notifications_add.png" width="400"></p>
<p class="p">You can add one
recipient at a time. </p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Click <strong class="ph b">Save</strong>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_cvl_wrd_lkc">
<h3 class="title topictitle3" id="ariaid-title8">Adding a recipient to all notifications</h3>
<div class="body">
<p class="p">In some cases you might want to quickly add an admin to all
notifications at once. </p>
<p class="p" dir="ltr"><strong class="ph b">To add an admin to all notifications at once</strong></p>
<ol class="ol" id="topic_cvl_wrd_lkc__ol_ipt_hsd_lkc">
<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_cvl_wrd_lkc__image_ank_t2v_kkc" 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; Manage notifications</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Action</strong> menu at the top of the Manage
notifications page.<p class="p"><img class="image img-screenshot" id="topic_cvl_wrd_lkc__image_kqc_4sd_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notifications_add_to_all.png" width="200"></p>
</li>
<li class="li">Select <strong class="ph b">Add recipient to all notifications</strong>.</li>
<li class="li">Search to locate the admin you want to add, then click
<strong class="ph b">Add recipient</strong>.<p class="p"><img class="image img-screenshot" id="topic_cvl_wrd_lkc__image_cjq_rsd_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_manage_notifications_add.png" width="400"></p>
<p class="p">A confirmation
message appears that says: "A recipient was added
to all notifications."</p>
</li>
</ol>
</div>
</div>
</div>
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