Managing your automated resolutions

Zendesk measures your usage ofAI agentsby calculating the number ofautomated resolutionsyour account consumes each billing period. 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 AI agent features when you reach your resolution limit, or pay overage charges to keep your AI agent working.


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This article describes the automated resolution platform in
place prior to May 18, 2026. For information about the resolution tier platform
introduced on May 18, 2026, see About automated resolution tiers. Additionally, this article describes functionality that was previously made available
as part of either AI agents - Essential or AI agents - Advanced. As of May 11, 2026,
the Essential level is considered legacy functionality and the Advanced level is
available to customers on all Suite and Support plans. For more information, see
this announcement.


Zendesk measures your usage of AI agents by calculating the number of automated resolutions your account consumes each billing period. 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 AI
agent features when you reach your resolution limit, or pay overage charges to keep your
AI agent working.
This article describes how to manage your account’s available automated resolutions and
what happens when you reach or exceed the number of automated resolutions available on
your account. You can also monitor automated resolution usage on your account.


Note: We're continuously refining our AI agents based on your feedback, which might
cause temporary fluctuations in reporting. This is part of our commitment to enhance
performance and reliability.

This article contains the following topics:


Avoiding automated resolution overage
Understanding what happens when you reach your automated resolution limit


Related articles:

About automated resolutions for AI
agents
Monitoring automated resolution usage
Turning off automated resolution
features



Avoiding automated resolution overage



You can configure your account 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.
If you want
to ensure your account isn't consuming any automated resolutions, you can
remove all capabilities related to AI agents. See Turning off automated resolution
features.

This section includes the following topics:


Maintaining or pausing functionality when you reach your automated resolution limit
Adding automated resolutions to your subscription




Maintaining or pausing functionality when you reach your automated resolution limit


On the Overage page in Admin Center, your account owner can choose how your
account responds when you reach your automated resolution limit:

Maintain functionality and allow overage
(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 pay-as-you-go automated resolutions
when you reach your automated resolution limit.


Pause functionality and don’t allow overage,
which pauses AI agent functionality, preventing overage charges.
When you select this option, any capabilities that require automated
resolutions will no longer function when you reach
your automated resolution limit, and more support requests will
be routed to live agents.


To update your automated resolution overage setting


In Admin Center, click
Account in the sidebar, then select Usage > Overage.
Select your automated resolution overage option: Maintain
functionality and allow overage or Pause
functionality and don’t allow overage.

Click Save.







Adding automated resolutions to your subscription

You can purchase additional automated resolutions for your account. Increasing
your account's available automated resolutions extends your AI agent's
functionality. You will still be subject to overage charges or capability interruption, based on
your overage setting.
Note: If you have a sales-assisted account, reach out to
your Zendesk account representative to make changes to your automated
resolutions.

Purchasing additional automated resolutions adds a recurring order to
your subscription. Automated resolutions do not roll over to the next billing
period.


Note: To decrease or remove the additional automated resolutions from your
subscription, contact Zendesk Customer Support.

To add automated resolutions to your subscription


In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click the More products tab.
Under Automated resolutions, use the slider to select the number of
automated resolutions you want to add to your account and click Add
to subscription.

Confirm the order, then click Update subscription. The
automated resolutions are immediately available on your account. The
order is added to your next billing invoice.



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.
To increase your additional automated resolutions


In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click the More products tab.
Under Automated resolutions, use the slider to adjust the number of
automated resolutions on your account and click Update
subscription.
The additional
automated resolutions are immediately available on your account. The
increase is reflected on your next billing invoice.







Understanding what happens when you reach your automated resolution limit

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.
This section includes the following topics:


Automatically pausing AI agent features
Accruing overage charges




Automatically pausing AI agent features

If you choose to pause AI agent
functionality 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.


Note: Currently, you must manually reactivate proactive messages after they’ve
been paused.

Impacted capabilities (and channels) include:


AI agents for messaging
Proactive messaging
AI agents for email and web forms
Article recommendations (Web Widget Classic)
AI agents - Advanced




AI agents for messaging

AI agent capabilities, including
standard responses, generative
replies and personas, and answers created in bot builder (legacy accounts
only), are paused on all web, mobile, and social messaging channels. When
paused, your AI agent will respond only with the default messaging response, which
can be configured to transfer conversations to human agents. Active AI agent
conversations may be interrupted.
Put simply, your AI agent will not be able to provide self-service support to
your customers. You can, however, continue to create, edit, and save AI
agents for later use.



Proactive messaging



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.




AI agents for email and web forms

Articles are not suggested in email and web form notifications.


In emails, the autoreply with articles action will
pause, but the rest of the actions within the trigger will continue
to run.


In web forms, articles will no longer be recommended
after the customer has submitted the web form.


Whether the user sends an email directly, or the ticket is created via the
Support API, any triggers containing the autoreply action will not fire.
Skipped triggers will be noted in the Agent Workspace event history.



Article recommendations (Web Widget Classic)

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.



AI agents - Advanced

For advanced AI agents, all functionality is paused if you consume all
automated resolutions and don’t allow automated resolution overage billing.
For details, see About automated resolutions for AI
agents.




Accruing overage charges



If you do not pause AI agent capabilities, you may exceed your
allotted number of automated resolutions (including both the default resolutions included with
your plan and any additional purchased resolutions).
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 more information,
see the AI agents section in the plan comparison table on the Zendesk pricing page.





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.


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