About automated resolutions for AI agents


Automated resolutions are the unit of measurement used for calculating and billing your account forAI agentusage.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise







Verified AI summary ◀▼
Automated resolutions let you pay only for customer issues resolved by AI agents without human intervention. These resolutions are verified for accuracy, ensuring a true automation rate. You can monitor and manage your usage, and adjust your allocation per your plan to avoid overages. This feature supports various channels, including messaging, email, and web forms, enhancing your support capabilities.




Automated resolutions are the unit of measurement used for calculating and billing your
account for AI agent usage.
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.
Zendesk provides tools for monitoring and managing your automated resolution usage.
This article contains the following topics:


Understanding how
automated resolutions are measured
Understanding the
default allocation of automated resolutions per plan and adding
more
Finding more information


Related articles:

Managing your automated
resolutions
Monitoring your automated resolution
usage
Turning off automated
resolution features



Understanding how automated resolutions are measured

An automated resolution 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.
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.
This section includes the following topics:

Automated resolutions in essential AI agents
Automated resolutions in advanced AI agents
Automated resolutions in autoreplies with articles
Automated resolutions in autoreplies based on intelligent triage
Automated resolutions in Web Widget (Classic)
Actions that don’t contribute to automated resolution calculations




Automated resolutions in essential AI agents



Note: This section applies to all AI
agents available on Suite and Support plans,
including those with legacy functionality. For AI
agents - Advanced, see the next
section.

For AI agents -
Essential and legacy AI agent
functionality, automated resolutions are
calculated for AI agents on the following channel types:

Messaging (including Web Widget, mobile SDK, and
third-party messaging channels such as Facebook
Messenger, X Direct Message, Instagram Direct, LINE,
or WhatsApp)
Email
Web form



Note: No automated resolutions are
counted when you test your AI agent using the testing features in
Admin Center.



Automated resolutions for AI agents on messaging channels

An automated resolution is counted after 72 hours of
inactivity if AI evaluation has confirmed that the
AI agent’s response was relevant and the last
interaction was one of the following:


The end user provided positive feedback (“Yes, problem solved”) or
provided no feedback
The AI agent shared help center articles in response to the end user’s
request:
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.
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.


The end user reached the final step in an answer flow.


The end user is anyone who makes a request and
interacts with the AI agent (referred to as a "bot"
in the flowchart below).




Automated resolutions for AI agents on email and web form channels

An automated resolution is counted after 72 hours of
inactivity if all of the following are true:

The AI agent provided a generative reply based
on the end user’s question.
The end user provided positive feedback or no
feedback.
No human agent responded to the ticket created
by the end user’s request.
The AI evaluation process confirmed that the AI
agent’s response was relevant.





Automated resolutions in advanced AI agents

If you have the AI agents - Advanced
add-on, automated resolutions apply to both
messaging and email AI agents, and are calculated using the
following logic:


For messaging AI agents: An automated resolution is consumed for
any conversation that is considered AI
agent-handled and passes the verification
performed by our LLM.


For email AI agents: An automated resolution is consumed for any
conversation that is considered Answered (because
a reply was sent or a public comment was added)
and passes verification performed by our LLM.
Adding actions or internal notes only does not
consume an automated resolution.


The verification process performed by the LLM evaluates 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 automated and do not consume an automated
resolution.
Automated resolutions are evaluated at the end of the conversation session
duration, which is determined based on the following
logic:


For messaging AI agents: 2 hours after the first
message (by default, with a maximum configurable
duration of 72 hours)

For email AI agents: 72 hours after the first
message

Only conversations with the handled or answered status are evaluated for
automated resolutions. All escalations change the status of
a conversation to something other than handled or answered.
This means that as soon as a conversation is escalated to a
human agent, it can no longer be counted as an automated
resolution.


Note: For email AI agents, make sure
you've created the
automation trigger. 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.




Automated resolutions in autoreplies with articles

If you’re using autoreplies with articles, an automated resolution is counted in either of
the following situations:


An article is suggested to the user, and the user clicks “Yes, close my request” in:
A feedback prompt on the article page opened
via the email notification or web form.
A feedback prompt embedded in the email
notification or web form.


An article is suggested to the user, and within 72 hours, the user clicks on the suggested
article link and

The ticket status is marked solved before any
user or public agent reply or

No user or public agent reply has been added
to the ticket.




When either of the conditions above is satisfied, and the
conversation has been evaluated as resolved by the LLM
verification process, then the ai_agent_automated_resolution tag is added
to the ticket 72 hours after the last user interaction as
long as the ticket is not yet closed.



Automated resolutions in autoreplies based on intelligent triage

If you’re using autoreplies based on intelligent
triage in email notifications, an automated
resolution is counted when all of the following
criteria are met:
A trigger with a sentiment, language, or intent
condition fired on the ticket. (This can be, but
doesn't have to be, the same as the trigger
below.)
A trigger with an autoreply action fired on the
ticket. (This can be, but doesn't have to be, the
same as the trigger above.)
No user or public agent reply has been added to
the ticket in 72 hours.


When the conditions above are satisfied, and the conversation has
been evaluated as resolved by the LLM verification process,
then the ai_agent_automated_resolution tag is added
to the ticket 72 hours after the last user interaction as
long as the ticket is not yet closed.



Automated resolutions in Web Widget (Classic)

If you’re using Web Widget (Classic) to deliver article
recommendations 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”.
When this happens, a ticket is created for tracking purposes with
a requester called End user, no assignee, and the
ai_agent_automated_resolution tag. The
End user profile cannot be edited or
deleted.
The conversation is considered unresolved if:

The user initiated a live chat
The user submitted a contact form
The user requested a callback
The user provided negative feedback (“No, I still need
help”)
The AI agent (referred to as a “bot” in the flowchart
below) didn’t understand the request


In the Web Widget (Classic), a session ends after 72
hours of inactivity or when the end user closes the browser
or tab.



Actions that don’t contribute to automated resolution calculations

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:

Answer Bot for Slack
(Article recommendation)
Article Recommendation
API
Article Recommendation for Mobile
SDK Classic
Article Recommendation for
Agents
Zendesk AI agents
for Microsoft Teams


Actions that link to another flow do not increase the automated
resolution count.
Automated resolutions in sandbox
environments do not count against your
default allocation of automated resolutions for your
account.




Understanding the default allocation of automated resolutions per plan

All Zendesk Suite and Support plans include a baseline number of automated resolutions based on
your plan type. You can increase the number of automated resolutions
to avoid exceeding your allotted amount, or pause the AI agent
functionality when you reach your limit in order to
prevent overage.
If you want to ensure your account isn't consuming any automated
resolutions, you can turn off all capabilities related to AI agents.
This section includes the following topics:

Default automated resolution allocation per plan
Adding automated resolutions to your account
Avoiding automated resolution overages




Default automated resolution allocation per plan

Most Zendesk usage plans include a number of automated resolutions. If you’re not part of a Suite
or Support plan or find that your plan doesn’t provide
enough automated resolutions, you will be able to purchase
more as needed.
The following table shows how many automated resolutions are
included in each plan. Light agents are not included in the
default allocation calculation. Accounts on all plans have a
maximum of 10,000 allocated automated resolutions per year,
applied after the new pricing
plan takes effect. If you need more automated
resolutions, you can add them to your account.







Plan
Zendesk Suite
Support (standalone)





Enterprise
15 automated resolutions/agent/month
15 automated resolutions/agent/month



Professional
Growth

10 automated resolutions/agent/month
10 automated resolutions/agent/month


Team
5 automated resolutions/agent/month
5 automated resolutions/agent/month






Note: Legacy Support plans include access to AI agents but do not come with included automated
resolutions. Those customers can purchase automated
resolutions as needed.

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.



Adding automated resolutions to your account

You can increase the number of automated resolutions to avoid exceeding
your allotted amount. Using more than your allotted resolutions can result in
overage charges.
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 to you in advance. Committed usage provides a better per-resolution
cost than overage billing (or pay-as-you-go).
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.



Avoiding automated resolution overages

You can choose how your account responds when you reach your
automated resolution limit.

For more information, see Maintaining or
pausing functionality when you reach your automated
resolution limit.




Finding more information

If you have feedback or questions related to AI agents, visit our community forum where
we collect and manage customer product feedback. For general
assistance with your Zendesk products, contact Zendesk Customer
Support.



//
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//

