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

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<p id="docs-hc-snippet" style="display: none;">You can track yourautomated resolutionusage on the automated resolution platform (prior to resolution tiers), which can help you determine whether your plan-based automated resolution baseline meets your needs. When you are near your automated resolution limit, you'll be alerted in Admin Center and your billing admin will receive an email notification.</p>
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Monitor your automated resolution usage to ensure it aligns with your plan.
Use the dashboard to track daily usage and forecast future needs. Alerts
notify you when nearing limits, with details available at both conversation
and account levels. Stay informed with usage banners and email notifications,
and adjust configurations as needed to manage your resolution allowance effectively.
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<div class="body">

<div class="p">
<div class="note attention" id="monitoring_ar_usage__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">You can track your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolution</a> usage on the automated
resolution platform (prior to resolution tiers), which can help you determine whether
your plan-based automated resolution baseline meets your needs. When you are near your
automated resolution limit, you'll be alerted in Admin Center and your billing admin
will receive an email notification.</p>
<p class="p">This article describes how to monitor automated resolutions usage 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_usage__ul_pbh_bzw_k2c">
<li class="li"><a class="xref" href="#topic_s32_rww_k2c">Viewing the Automated resolutions dashboard</a></li>
<li class="li"><a class="xref" href="#topic_skx_tdh_g3c">Monitoring automated resolutions at the ticket level</a></li>
<li class="li"><a class="xref" href="#topic_uyw_rww_k2c">Monitoring automated resolutions at the conversation level</a></li>
<li class="li"><a class="xref" href="#topic_qgd_sww_k2c">Monitoring automated resolutions at the account
level</a></li>
<li class="li"><a class="xref" href="#topic_dfj_sww_k2c">Viewing automated resolution usage banners</a></li>
<li class="li"><a class="xref" href="#topic_arl_hfy_g3c">Forecasting automated resolution usage</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="monitoring_ar_usage__ul_sdl_mwy_hcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">Managing your automated resolutions on the
automated resolution platform (prior to resolution tiers)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_s32_rww_k2c">
<h2 class="title topictitle2" id="ariaid-title2">Viewing the Automated resolutions dashboard</h2>
<div class="body">
<p class="p">The Automated resolutions dashboard provides a look into how many automated
resolutions you use on the automated resolution platform (prior to resolution
tiers). The dashboard can help you determine how well your AI agents resolve
customer support requests and whether you should change your current configurations.
This information can also help you forecast your future automated resolution
needs.</p>
<p class="p"><strong class="ph b">To view the Automated resolutions usage dashboard</strong></p>
<div class="p">
<ul class="ul" id="topic_s32_rww_k2c__ul_npg_nmc_g2c">
<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_s32_rww_k2c__image_vvv_r33_bbc" 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; Automated resolutions</strong>.</span></li>
</ul>
</div>
<img class="image img-screenshot" id="topic_s32_rww_k2c__image_hxq_grh_ccc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar_dashboard-viewonly.png" width="600">
<p class="p">The dashboard includes basic information about your automated resolution usage.</p>
<ul class="ul" id="topic_s32_rww_k2c__ul_t1q_hbm_1bc">
<li class="li">
<strong class="ph b">Overview</strong>
<ul class="ul" id="topic_s32_rww_k2c__ul_ypy_vf3_bdc">
<li class="li">
<strong class="ph b">Allowance usage</strong> displays the percentage of automated resolutions
used in the current billing period.</li>
<li class="li">
<strong class="ph b">Automated resolutions</strong> displays the number of automated
resolutions used in the current billing period.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Usage details</strong> displays a chart tracking the number of automated
resolutions used per day for the selected time period. Use the drop-down menus
to change the time span covered in the breakdown, as defined in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb" target="_blank">Understanding how automated resolutions are
measured</a>, and to display usage by type of automated resolution used,
or to group types together.</li>
<li class="li">
<strong class="ph b">Show cumulative</strong> toggles on or off the aggregate of usage for the
subscription term.</li>
</ul>
<p class="p">The dashboard only displays data on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb" target="_blank">confirmed automated resolutions</a>.</p>
<p class="p">From the dashboard, you can access the page to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">manage your automated resolution overage setting</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_g2n_q3x_4wb" target="_blank">add automated resolutions to your
account</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_skx_tdh_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Monitoring automated resolutions at the ticket level</h2>
<div class="body">
<p class="p">Tickets include helpful indicators when an automated resolution is consumed on the
automated resolution platform (prior to resolution tiers), including a ticket field
and an entry in the events view.</p>
<p class="p">Deleting a ticket with a Resolution type value of Automated doesn’t undo the
consumption of an automated resolution.</p>
<div class="p">
<strong class="ph b">To view automated resolution indicators in a ticket</strong><ol class="ol" id="topic_skx_tdh_g3c__ol_ulv_1d4_fkc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, open a ticket.</li>
<li class="li">View the Resolution type field, which lists Automated as the value when an
automated resolution is consumed. <p class="p">The Resolution type field can be used
when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">creating custom
reports</a>.</p>
</li>
<li class="li">Click the events icon ( <img class="image" id="topic_skx_tdh_g3c__image_u2r_2h4_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_events_icon.png">) in the conversation header to
view the date and time the automated resolution occurred.<p class="p"><img class="image" id="topic_skx_tdh_g3c__image_y2c_vh4_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_resolution_type_ticket_field.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_uyw_rww_k2c">
<h2 class="title topictitle2" id="ariaid-title4">Monitoring automated resolutions at the conversation level</h2>
<div class="body">
<p class="p">At the conversation level, automated resolutions on the automated resolution platform
(prior to resolution tiers) are indicated in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">Conversation Logs</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_uyw_rww_k2c__image_txt_cxw_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_in_convo_log.png" width="350"></p>
<p class="p"><strong class="ph b">To view a conversation’s automated resolution verification details </strong></p>
<div class="p">
<ol class="ol" id="topic_uyw_rww_k2c__ol_qf2_nxw_k2c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li">
<span class="ph">Click <img class="image" id="topic_uyw_rww_k2c__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span><p class="p">A list of conversations appears for the default time frame (the
past 7 days). If you don’t see any conversations, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c" target="_blank">adjust the time
frame</a>.</p>
</li>
<li class="li">(For messaging AI agents only) Toggle the <strong class="ph b">Status</strong> / <strong class="ph b">Custom
resolutions</strong> setting at the bottom to switch between showing either
the conversation status or custom resolution values.</li>
<li class="li">From the list, select a conversation with the automated resolution icon
(<img class="image" height="16" id="topic_uyw_rww_k2c__image_mnq_1yw_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png" width="16">).<p class="p">The automated
resolution icon (<img class="image" height="16" id="topic_uyw_rww_k2c__image_uqk_www_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png" width="16">) appears beside any
conversation that consumes an automated resolution. Additionally, you
can drill into a specific conversation to see an explanation of the
automated resolution verification.</p>
</li>
<li class="li">Click <strong class="ph b">Details</strong>.<p class="p">In the Conversation Overview panel that opens on the
right, the Automated resolution section includes an
explanation.</p>
<p class="p"><img class="image img-screenshot" id="topic_uyw_rww_k2c__image_zr4_fyw_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_conversation_overview_verified.png" width="350"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qgd_sww_k2c">
<h2 class="title topictitle2" id="ariaid-title5">Monitoring automated resolutions at the account level</h2>
<div class="body">
<div class="bodydiv">
<p class="p">At the account level, automated resolutions on the automated resolution platform
(prior to resolution tiers) are reported in the Reporting dashboard. This
dashboard includes automated resolutions reporting that shows your automated
resolutions usage at the account level. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">Analyzing advanced AI agent performance with
the reporting dashboard</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_qgd_sww_k2c__image_yw3_kyw_k2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_performance.png" width="600"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_dfj_sww_k2c">
<h2 class="title topictitle2" id="ariaid-title6">Viewing automated resolution usage banners </h2>
<div class="body">
<p class="p">On AI agent pages in Admin Center, overage warning banners notify you when you’ve
used 80% of your automated resolutions on the automated resolution platform (prior
to resolution tiers), and the banners update when you’ve used 100%. Banners include
basic information about what happens when you reach your limit based on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">automated resolution overage setting</a> to either maintain
functionality and allow overage or pause functionality and not allow overage.</p>
<p class="p">You can't dismiss these banners and they will remain visible until
automated resolutions are again available for your account when your billing cycle
resets or you purchase additional automated resolutions.</p>
<p class="p">Overage warning banners appear on related Admin Center pages,
including:</p>
<div class="p">
<ul class="ul" id="topic_dfj_sww_k2c__ul_hps_qyw_k2c">
<li class="li">
<p class="p">The parent AI agents page, as well as the following child
pages: </p>
<div class="p">
<ul class="ul" id="topic_dfj_sww_k2c__ul_rpv_ryw_k2c">
<li class="li">AI agents for messaging
</li>
<li class="li">AI agents for email and web form </li>
</ul>
</div>
</li>
<li class="li">The Resolution usage dashboard </li>
<li class="li">The Web Widget (Classic) page (for some legacy configurations)</li>
</ul>
</div>
<p class="p">Overage warning banners also appear on every page in AI agents.</p>
<p class="p">If you choose to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_iw3_b2h_bdc" target="_blank">pause AI agent functionality</a> when you
reach your automated resolution limit, notifications will appear on the admin pages
for each of the paused capabilities.</p>
<p class="p">Additionally, your account owner and billing admin will receive an email notification
when you've used 80% of your automated resolutions, and again when you've used 100%. </p>
<div class="note" id="topic_dfj_sww_k2c__note_ixn_b1w_kkc">
<span class="notetitle">Note:</span> To help you manage automated resolutions, you can configure
the email notifications that admins receive to track automated resolution usage. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11184597562394" target="_blank">Managing usage notifications for automated
resolutions</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_arl_hfy_g3c">
<h2 class="title topictitle2" id="ariaid-title7">Forecasting automated resolution usage</h2>
<div class="body">
<p class="p">The Forecast tab in the Resolution usage dashboard helps you understand how your
current usage trends could impact your allowance on the automated resolution
platform (prior to resolution tiers).</p>
<p class="p">Forecasted values are estimates based on past usage. Continue to monitor your usage
using the suggestions included in this article.</p>
<p class="p"><img class="image img-screenshot" id="topic_arl_hfy_g3c__image_zc3_k3h_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/resolution_dashboard-forecast_tab.png" width="600"></p>
<p class="p">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_arl_hfy_g3c__ul_nnw_p31_k3c">
<li class="li"><a class="xref" href="#topic_wrs_q31_k3c">The Forecast tab</a></li>
<li class="li"><a class="xref" href="#topic_utx_q31_k3c">How forecasting calculations work</a></li>
<li class="li"><a class="xref" href="#topic_iqr_r31_k3c">Forecasting scenarios</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_wrs_q31_k3c">
<h3 class="title topictitle3" id="ariaid-title8">The Forecast tab</h3>
<div class="body">
<p class="p">The Forecast tab includes the following information:</p>
<ul class="ul" id="topic_wrs_q31_k3c__ul_cyy_yj1_k3c">
<li class="li">
<strong class="ph b">Forecast metrics</strong> are at the top of the tab. <ul class="ul" id="topic_wrs_q31_k3c__ul_dyy_yj1_k3c">
<li class="li">
<strong class="ph b">Current average daily use</strong> shows your projected daily usage,
based on the last 7 to 30 days. The forecast uses a moving average of your
recent usage, excluding today’s usage. A minimum of 7 calendar days
of usage history is required to generate a forecast. </li>
<li class="li">
<strong class="ph b">What you might use by renewal</strong> estimates your total projected
usage by the end of your current allowance cycle. If this number
exceeds your total allowance, the forecast will show how far over your limit
you’re projected to go. </li>
<li class="li">
<strong class="ph b">When you could reach your limit</strong> If your projected usage
exceeds your allowance during the current cycle, the forecast displays the
estimated date your allowance may be exhausted, the number of days
until that point and a warning indicator if there is a high chance
you will exceed your limit </li>
<li class="li">Forecast usage chart shows your activity over time. Actual usage is
in blue, forecasted usage is in grey, and your total allowance is a
black vertical line.</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_utx_q31_k3c">
<h3 class="title topictitle3" id="ariaid-title9">How forecasting calculations work</h3>
<div class="body">
<p class="p">To forecast your automated resolution usage, metrics from across your account are
considered. In this section, we’ll list the information we look at and describe
how it’s used in the calculations displayed in the forecasting chart.</p>
<ul class="ul" id="topic_utx_q31_k3c__ul_fp1_fk1_k3c">
<li class="li">
<p class="p"><strong class="ph b">Data source:</strong> Historical usage data for the <em class="ph i">past</em> 7–30
days.</p>
</li>
<li class="li">
<strong class="ph b">Calculation:</strong> A <em class="ph i">moving average model</em> determines the average
daily usage, which is projected forward to the end of the allowance cycle.
We <em class="ph i">do not</em> include the current day's usage when calculating this
forecast rate, even if some resolutions have already been consumed today.
<ul class="ul" id="topic_utx_q31_k3c__ul_gp1_fk1_k3c">
<li class="li">
<strong class="ph b">Zero-usage days</strong> are treated as valid data points (with value
= 0) in the forecast calculation </li>
<li class="li">If there are at least 7 calendar days since <strong class="ph b">first usage</strong>, we
show forecast data using that range (even if some days have zero
usage) </li>
<li class="li">If there are fewer than 7 calendar days since first usage, forecast
returns “Not enough data” for forecasting (minimum 7 days required)
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Allowance limit reach date:</strong> We calculate the remaining allowance
(total allowance minus cumulative usage to date) and divide it by the
forecasted daily usage rate to determine how many days are left until the
allowance is exhausted. We then add those remaining days to today’s date to
estimate when the customer will reach their allowance limit. <ul class="ul" id="topic_utx_q31_k3c__ul_hp1_fk1_k3c">
<li class="li">Forecasted allowance limit reach date calculation metrics: <div class="p">
<ul class="ul" id="topic_utx_q31_k3c__ul_tdb_bjh_k3c">
<li class="li">Remaining Allowance = Total Allowance − Cumulative Usage
to Date.</li>
<li class="li">Days to Exhaust = Remaining Allowance ÷ Forecasted Daily
Usage Rate.</li>
<li class="li">Forecasted Reach Date = Current Date + Days to
Exhaust.</li>
</ul>
</div>
</li>
<li class="li">If the forecasted allowance reach date is: <ul class="ul" id="topic_utx_q31_k3c__ul_ip1_fk1_k3c">
<li class="li">Within the current cycle, we show the date and days until
the allowance is reached. If your account is projected to
exceed the allowance before your renewal, it’s considered
“above target”. The indicator displays an orange uptrend
arrow () labeled (“High chance of reaching your limit”),
along with a link to your subscription page where you can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226-Managing-your-automated-resolutions#topic_g2n_q3x_4wb" target="_blank">add more
resolutions</a>.<p class="p"><img class="image" id="topic_utx_q31_k3c__image_aml_4jh_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/resolution_dashboard-usage_trend_indicator.png" width="300"></p>
</li>
<li class="li">Falls after the current cycle ends, it isn't t shown, as it
lies outside the active cycle.</li>
<li class="li">Already reached, we display the past date on which the limit
was reached. This date always falls within the current
allowance cycle. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Display mode:</strong>
<ul class="ul" id="topic_utx_q31_k3c__ul_jp1_fk1_k3c">
<li class="li">Cycles ≤ 90 days show daily usage forecasts. </li>
<li class="li">Cycles &gt; 90 days show monthly usage forecasts. </li>
<li class="li">We do not forecast for the current day. Forecast bars are
always displayed from next day. This is same for Daily view
and Monthly view. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Forecast updates</strong>: The chart refreshes every 4 hours to
include the latest usage.</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_iqr_r31_k3c">
<h3 class="title topictitle3" id="ariaid-title10">Forecasting scenarios</h3>
<div class="body">
<p class="p"><strong class="ph b">If you're projected to exceed your allowance, you'll see:</strong></p>
<div class="p">
<ul class="ul" id="topic_iqr_r31_k3c__ul_hft_ncv_m3c">
<li class="li">Your projected total usage by the renewal date, including how many
automated resolutions you’re expected to go over your allowance.</li>
<li class="li">An estimated limit reach date and the number of days remaining until
your allowance is expected to be exhausted.</li>
<li class="li">A warning indicator highlighting a high likelihood of exceeding your
limit</li>
<li class="li">A link to add more automates resolutions.</li>
</ul>
</div>
<p class="p"><strong class="ph b">If you're on track to stay within your allowance, you'll see:</strong></p>
<div class="p">
<ul class="ul" id="topic_iqr_r31_k3c__ul_mbx_rcv_m3c">
<li class="li">Your projected total usage by the renewal date. No reach date is shown
because your projected usage does not exceed your allowance.</li>
</ul>
</div>
<p class="p"><strong class="ph b">At the start of the new allowance cycle:</strong></p>
<div class="p">
<ul class="ul" id="topic_iqr_r31_k3c__ul_edw_ycv_m3c">
<li class="li">Your usage resets to zero.</li>
<li class="li">Your forecast recalculates automatically based on your most recent 7–30
days of activity.</li>
</ul>
</div>
</div>
</div>
</div>
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