About the automated resolutions platform (prior to resolution tiers)

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<p id="docs-hc-snippet" style="display: none;">Automated resolutionsare the unit of measurement used for calculating and billing your account forAI agentusage andlegacy AI agentusage.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Automated resolutions are the usage metric for AI agents and the basis for billing. You’re charged only when a customer’s issue is resolved without human help, and each resolution is verified by an LLM. The article explains how resolutions are counted across messaging, email, web form, and legacy article-recommendation channels, plus plan allotments, purchased add-ons, and ways to avoid overage charges.</p>
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<div class="note attention" id="about_MAUs__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"><em class="ph i">Automated resolutions</em> are the unit of measurement used for calculating and billing your
account for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_kkn_bgb_2jc" target="_blank">AI agent</a> usage and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">legacy AI agent</a> usage.</p>
<p class="p">Paying per automated resolution means that you pay only for customer requests that were
successfully resolved by the AI agent, without any escalation to a human agent.
Conversations flagged as resolved are also verified by a large language model (LLM),
ensuring its accuracy and delivering a true automation rate.</p>
<p class="p">This article describes how automated resolutions are allocated and measured 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="about_MAUs__ul_t5y_vq4_jwb">
<li class="li"><a class="xref" href="#topic_fcr_sq4_jwb">Understanding the
default allocation of automated resolutions per plan
and adding more</a></li>
<li class="li"><a class="xref" href="#topic_m1n_sq4_jwb">Understanding how
automated resolutions are measured for AI
agents</a></li>
<li class="li"><a class="xref" href="#topic_ltl_5nf_dkc">Understanding how
automated resolutions are measured for legacy AI
agents</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcr_sq4_jwb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the default allocation of automated resolutions per plan</h2>
<div class="body">
<p class="p">Zendesk Suite and Support plans include a baseline number of automated
resolutions on the automated resolutions platform (prior to
resolution tiers) based on your plan type. You can increase the
number of automated resolutions in your account or pause AI agent
functionality when you reach your limit to prevent overage. You can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8922391373978" target="_blank">monitor automated resolution
usage</a>.</p>
<p class="p">If you want to ensure your account isn't consuming any automated
resolutions, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7460877856026" target="_blank">turn off all capabilities
related to AI agents</a>.</p>
<div class="p">This section includes the following topics: <ul class="ul" id="topic_fcr_sq4_jwb__ul_yb4_w3x_4wb">
<li class="li"><a class="xref" href="#topic_hn3_q3x_4wb">Default automated resolution allocation per plan</a></li>
<li class="li"><a class="xref" href="#topic_awx_qp1_ccc">Avoiding automated resolution overages</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_hn3_q3x_4wb">
<h3 class="title topictitle3" id="ariaid-title3">Default automated resolution allocation per plan</h3>
<div class="body">
<p class="p">Zendesk Suite and Support plans include a number of automated
resolutions, which varies by plan type. If you need more
automated resolutions, you can add them to your account.
Your allocation of automated resolutions expires annually or
at the end of your subscription term (if less than a year)
unless you are on a non-standard subscription term.</p>
<p class="p">The following table shows the number of automated resolutions
included in each plan on the automated resolutions platform
(prior to resolution tiers). Accounts on all plans have a
maximum of 10,000 allocated automated resolutions per year.
Light agents are not included in the default allocation
calculation. </p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_hn3_q3x_4wb__simpletable_ptg_qkd_1cc" summary="">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<thead>
<tr class="sthead">
<th class="stentry" id="d90e144" style="vertical-align:bottom;text-align:left;"> <strong class="ph b">Plan</strong> </th>
<th class="stentry" id="d90e149" style="vertical-align:bottom;text-align:left;"> <strong class="ph b">Zendesk Suite</strong> </th>
<th class="stentry" id="d90e154" style="vertical-align:bottom;text-align:left;"> <strong class="ph b">Support (standalone)</strong>
</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d90e144" style="vertical-align:top;"> Enterprise </td>
<td class="stentry" headers="d90e149" style="vertical-align:top;"> 15 automated resolutions/agent/month </td>
<td class="stentry" headers="d90e154" style="vertical-align:top;"> 15 automated resolutions/agent/month </td>
</tr>
<tr class="strow">
<td class="stentry" headers="d90e144" style="vertical-align:top;">
<p class="p">Professional</p>
<p class="p">Growth</p>
</td>
<td class="stentry" headers="d90e149" style="vertical-align:top;"> 10 automated resolutions/agent/month </td>
<td class="stentry" headers="d90e154" style="vertical-align:top;"> 10 automated resolutions/agent/month </td>
</tr>
<tr class="strow">
<td class="stentry" headers="d90e144" style="vertical-align:top;"> Team </td>
<td class="stentry" headers="d90e149" style="vertical-align:top;"> 5 automated resolutions/agent/month </td>
<td class="stentry" headers="d90e154" style="vertical-align:top;"> 5 automated resolutions/agent/month </td>
</tr>
</tbody>
</table>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Legacy Support plans include access to AI agents but
do not come with included automated resolutions.
Those customers can purchase automated resolutions
as needed. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_awx_qp1_ccc">
<h3 class="title topictitle3" id="ariaid-title4">Avoiding automated resolution overages</h3>
<div class="body">
<p class="p">You can avoid automated resolution overages by increasing the
number of automated resolutions in your account or pausing
AI agent functionality when you reach your limit.</p>
<p class="p">You can add to your automated resolution allotment by purchasing
100 or more automated resolutions ahead of time. Also called
committed usage, this approach allows you to raise the
maximum number of automated resolutions available in
advance. Committed usage provides a better per-resolution
cost than overage billing (or pay-as-you-go).</p>
<p class="p">If you choose an overage billing (or pay-as-you-go) approach to
automated resolutions management, the cost per automated
resolution over your allotment will be greater than the cost
per automated resolution when you buy a fixed number to
increase your allotment. You can prevent overage billing by
limiting the number of automated resolutions available in
your account each month. Overage is billed monthly,
regardless of your subscription terms.</p>
<p class="p">You can choose how your account responds when you reach your
automated resolution limit, either allowing overage or
pausing AI agent functionality if you'd like.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226" target="_blank">Managing your
automated resolutions</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_m1n_sq4_jwb">
<h2 class="title topictitle2" id="ariaid-title5">Understanding how automated resolutions are measured for AI agents</h2>
<div class="body">
<p class="p">Automated resolutions on the automated resolutions platform (prior to
resolution tiers) apply to both messaging and email AI agents, and
are calculated using the following logic:</p>
<ul class="ul" id="topic_m1n_sq4_jwb__topic_t1f_bqb_g2c_ul_uqq_2qb_g2c">
<li class="li">The conversation included at least one identified <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a>
(other than a system reply) and a provided response, or else
a sufficient knowledge answer provided by agentic reasoning
or the Generative replies / uGPT reply.</li>
</ul>
<p class="p">A verification process is performed by an LLM to evaluate the text of the
conversation to ensure that the customer’s request was actually
satisfactorily resolved without human-agent intervention.
Conversations that don’t pass this verification are not considered
verified and do not consume an automated resolution.</p>
<p class="p">Automated resolutions are evaluated at the end of the conversation. When
a conversation is considered ended depends on the channel it happens
on: </p>
<ul class="ul" id="topic_m1n_sq4_jwb__ul_pml_whw_3kc">
<li class="li">
<strong class="ph b">Email</strong>: The conversation ends 72 hours after the last
email in the conversation. </li>
<li class="li">
<strong class="ph b">Messaging</strong>: By default, the conversation ends 2 hours
after the last message in the conversation, though this can
be increased up to 72 hours. For assistance increasing the
conversation end time for messaging, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk
customer support</a>. </li>
<li class="li">
<strong class="ph b">Voice</strong>: The conversation ends immediately upon hangup.
</li>
</ul>
<p class="p">Only conversations that were not escalated are evaluated for automated
resolutions. You can monitor automated resolution usage in your
account (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8922391373978" target="_blank">Monitoring usage on the
automated resolution platform</a>).</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> For email AI agents, make sure you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750858010#topic_j5r_psk_m2c" target="_blank">created the
automation trigger</a> to ensure accurate human
agent intervention detection. If you don't, any replies made
by human agents during conversations in which the email AI
agent also participated don't appear in the conversation
logs. As a result, automated resolutions might be consumed
for conversations they shouldn't be.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ltl_5nf_dkc">
<h2 class="title topictitle2" id="ariaid-title6">Understanding how automated resolutions are measured for legacy AI agents functionality (legacy)</h2>
<div class="body">
<p class="p">An automated resolution on the automated resolutions platform (prior to
resolution tiers) is counted when a customer’s issue is successfully
resolved without live-agent intervention. Automated resolutions are
counted per conversation rather than per user. A single user’s
visits over multiple channels, browsers, or devices will be
considered separate interactions. </p>
<p class="p">There are differences in how and when an issue is deemed resolved,
depending on the channel used. This section explains these
differences so you can better understand your usage. </p>
<div class="p">This section includes the following topics: <ul class="ul" id="topic_ltl_5nf_dkc__ul_mtl_5nf_dkc">
<li class="li"><a class="xref" href="#topic_ntl_5nf_dkc">Automated resolutions in
essential AI agents and legacy AI agent
functionality (legacy)</a></li>
<li class="li"><a class="xref" href="#topic_wtl_5nf_dkc">Automated resolutions in
legacy autoreplies with articles
(legacy)</a></li>
<li class="li"><a class="xref" href="#topic_a5l_5nf_dkc">Automated resolutions in
Web Widget (Classic)</a></li>
<li class="li">
<a class="xref" href="#topic_d5l_5nf_dkc">Actions that don’t
contribute to automated resolution calculations
(legacy</a>)</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ntl_5nf_dkc">
<h3 class="title topictitle3" id="ariaid-title7">Automated resolutions in essential AI agents and legacy AI agent functionality (legacy)</h3>
<div class="body">
<p class="p">If you're using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">legacy AI agents -
Essential</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">legacy AI agent
functionality</a> (including Bot builder and
zero-training agents), automated resolutions are calculated
for AI agents messaging, email, and web form channels. No
automated resolutions are counted when you test your AI
agent using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9462994470810" target="_blank">testing features in
Admin Center</a>. </p>
<p class="p"><strong class="ph b">Messaging</strong> (including Web Widget, mobile SDK, and
third-party messaging channels such as Facebook Messenger, X
Direct Message, Instagram Direct, LINE, or WhatsApp). An
automated resolution is counted after 2 hours of inactivity
if AI evaluation has confirmed that the AI agent’s response
was relevant <em class="ph i">and</em> the last interaction was one of the
following:</p>
<div class="p">
<ul class="ul" id="topic_ntl_5nf_dkc__d10e17">
<li class="li" dir="ltr">The end user provided positive feedback (“Yes, problem solved”) or
provided no feedback</li>
<li class="li" dir="ltr">The AI agent shared help center articles in response to the end user’s
request:<ul class="ul" id="topic_ntl_5nf_dkc__d10e24">
<li class="li" dir="ltr">If articles were shared using Article Recommendation or an
article step in an answer flow, the end user must have clicked on at
least one article link.</li>
<li class="li" dir="ltr">If articles were shared in a generative reply, the end user
doesn’t have to click on an article for an automated resolution to be
counted.</li>
</ul>
</li>
<li class="li" dir="ltr">The end user reached the final step in an answer flow.</li>
</ul>
</div>
<p class="p">The <em class="ph i">end user</em> is anyone who makes a request and interacts
with the AI agent.</p>
<p class="p"><img class="image" id="topic_ntl_5nf_dkc__image_x2n_1ph_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AR_for_conversation_bot.png" width="600"></p>
<p class="p"><strong class="ph b">Email and web form</strong>. An automated resolution is counted
after 72 hours of inactivity if all of the following are
true: </p>
<ul class="ul" id="topic_ntl_5nf_dkc__ul_tkg_ntf_dkc">
<li class="li">The AI agent provided a generative reply based on the
end user’s question. </li>
<li class="li">The end user provided positive feedback or no
feedback.</li>
<li class="li">No human agent responded to the ticket created by the
end user’s request. </li>
<li class="li">The AI evaluation process confirmed that the AI agent’s
response was relevant. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_wtl_5nf_dkc">
<h3 class="title topictitle3" id="ariaid-title8">Automated resolutions in legacy autoreplies with articles (legacy)</h3>
<div class="body">
<p class="p">If you’re using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc" target="_blank">legacy autoreplies
with articles</a> , an automated resolution is
counted in <em class="ph i">either</em> of the following situations:</p>
<div class="p">
<ul class="ul" id="topic_wtl_5nf_dkc__ul_xtl_5nf_dkc">
<li class="li">An article is suggested to the user, and the
user clicks “Yes, close my request” in: <ul class="ul" id="topic_wtl_5nf_dkc__ul_ytl_5nf_dkc">
<li class="li">A feedback prompt on the article page opened
via the email notification or web form.</li>
<li class="li">A feedback prompt embedded in the email
notification or web form.</li>
</ul>
</li>
<li class="li">An article is suggested to the user, and within
72 hours, the user clicks on the suggested article
link <em class="ph i">and</em>
<ul class="ul" id="topic_wtl_5nf_dkc__ul_ztl_5nf_dkc">
<li class="li">The ticket status is marked solved before any
user or public agent reply <em class="ph i">or</em>
</li>
<li class="li">No user or public agent reply has been added
to the ticket.</li>
</ul>
</li>
</ul>
</div>
<p class="p">When either of the conditions above is satisfied, then the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894189082#h0sj62mlybt1v22j6318w7tje224ap8" target="_blank">ai_agent_automated_resolution</a> tag is added
to the ticket 72 hours after the last user interaction as
long as the ticket is not yet closed.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_a5l_5nf_dkc">
<h3 class="title topictitle3" id="ariaid-title9">Automated resolutions in Web Widget (Classic)</h3>
<div class="body">
<p class="p">If you’re using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843471642" target="_blank">Web Widget (Classic)
to deliver article recommendations</a> to your
end users, an automated resolution is counted when the AI
agent has suggested at least one article via Article
Recommendations and the end user has clicked on at least one
article preview link or provided positive feedback “Yes,
problem solved”.</p>
<p class="p">When this happens, a ticket is created for tracking purposes with
a requester called <em class="ph i">End user</em>, no assignee, and the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894189082#h0sj62mlybt1v22j6318w7tje224ap8" target="_blank">ai_agent_automated_resolution</a> tag. The
<em class="ph i">End user</em> profile cannot be edited or
deleted.</p>
<p class="p">The conversation is considered unresolved if:</p>
<ul class="ul" id="topic_a5l_5nf_dkc__ul_b5l_5nf_dkc">
<li class="li">The user initiated a live chat</li>
<li class="li">The user submitted a contact form</li>
<li class="li">The user requested a callback</li>
<li class="li">The user provided negative feedback (“No, I still need
help”)</li>
<li class="li">The AI agent (referred to as a “bot” in the flowchart
below) didn’t understand the request</li>
</ul>
<p class="p"><img class="image" id="topic_a5l_5nf_dkc__image_c5l_5nf_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AR_for_web_widget_classic.png" width="600"></p>
<p class="p">In the Web Widget (Classic), a session ends after 2 hours of
inactivity or when the end user closes the browser or
tab.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_d5l_5nf_dkc">
<h3 class="title topictitle3" id="ariaid-title10">Actions that don’t contribute to automated resolution calculations (legacy)</h3>
<div class="body">
<div class="p">In some cases, the AI agent response used in calculating
automated resolution is an article recommendation. However,
the following actions are not considered when calculating
automated resolutions, even though an article may be
suggested: <ul class="ul" id="topic_d5l_5nf_dkc__ul_e5l_5nf_dkc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827411098" target="_blank">Answer Bot for Slack</a>
(Article recommendation)</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831077018" target="_blank">Article Recommendation
API</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843471642" target="_blank">Article Recommendation for Mobile
SDK Classic</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5581313653530" target="_blank">Article Recommendation for
Agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821281818#topic_e55_sxr_pzb" target="_blank">Zendesk AI agents
for Microsoft Teams</a></li>
</ul>
</div>
<p class="p">Also, actions that link to another flow
and automated resolutions in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank">sandbox
environments</a> do not count against your
allocation of automated resolutions.</p>
</div>
</div>
</div>
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