Upgrading from automated resolutions to resolution allowances

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<p id="docs-hc-snippet" style="display: none;">Zendesk has refined the pricing and packaging for automated resolutions to provide you with increased visibility into how tickets are resolved. Resolution pricing is now measured in a series of resolution tiers that are funded by a resolution allowance. Yourresolution allowanceis a flexible currency pool used to pay for the cost of automated resolutions. The resolution allowance pricing model replaces the former automated resolutions pricing model and provides admins with more details about the level of automation required to solve tickets. SeeAbout resolution tiersfor more information.</p>
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Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
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<p id="docs-ai-summary-content">
Resolution allowance pricing replaces automated resolution pricing, offering
detailed insights
into ticket automation levels and usage. You can manage allowances, view
financial and operational dashboards, and track resolution types in tickets
and AI conversations. The upgrade includes new pricing models, reporting
tools, and self-service options for purchasing additional resolutions,
helping you better understand and control automated ticket handling and
costs.
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<div class="body">

<div class="note attention">
<span class="attentiontitle"></span> This article is for accounts that Zendesk is upgrading to the
resolution allowance pricing model. Zendesk will notify you before upgrading
your account.</div>
<p class="p" dir="ltr">Zendesk has refined the pricing and packaging for automated resolutions
to provide you with increased visibility into how tickets are resolved.
Resolution pricing is now measured in a series of resolution tiers that are
funded by a resolution allowance. Your <em class="ph i">resolution allowance</em> is a
flexible currency pool used to pay for the cost of automated resolutions.
The resolution allowance pricing model replaces the former automated
resolutions pricing model and provides admins with more details about the
level of automation required to solve tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">About resolution tiers</a> for
more information. </p>
<p class="p">Read this article to familiarize yourself with how resolution allowances,
resolution tiers, and related Zendesk interface changes impact your account. </p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_f1f_wxq_slb">
<li class="li"><a class="xref" href="#topic_ej3_jb3_q2c">About the upgrade</a></li>
<li class="li"><a class="xref" href="#topic_j15_wxq_slb">Upgrade plans</a></li>
<li class="li"><a class="xref" href="#topic_msk_g4r_slb">Upgrading your automated resolution allowance</a></li>
<li class="li"><a class="xref" href="#topic_lvh_mft_jsb">For more information</a></li>
<li class="li"><a class="xref" href="#topic_tdq_z5f_52c">Frequently asked questions (FAQ)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ej3_jb3_q2c">
<h2 class="title topictitle2" id="ariaid-title2">About the upgrade</h2>
<div class="body">
<p class="p" dir="ltr">To help you manage resolution tiers, Zendesk provides you with
the following;</p>
<ul class="ul" id="topic_ej3_jb3_q2c__ul_bgz_h5v_w3c">
<li class="li" dir="ltr">For most plans, a default amount of resolutions in
your plan based on Zendesk plan type and agent seats. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106#topic_ixn_qcr_gjc" target="_blank">Plan
defaults</a>.</li>
<li class="li" dir="ltr">Detailed service orders and invoices with resolution
tiers. See <a class="xref" href="#topic_lwx_qtv_w3c">Example service orders and invoices</a>. </li>
<li class="li" dir="ltr">For financial reporting, billing admins have a
Resolution allowance dashboard in Admin Center where they
can view a financial breakdown of resolution tiers by spend,
expressed in currency. They can use this page to manage
their resolution allowance and view resolution trends. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106" target="_blank">Managing resolution
allowances</a>.</li>
<li class="li" dir="ltr">For operational reporting, admins have a Resolutions
usage dashboard in Admin Center where they can audit and
verify their resolution usage and forecast upcoming usage.
They can track usage down to the ticket level. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479485915290" target="_blank">See Managing resource
usage</a>.</li>
<li class="li" dir="ltr">In Support, ticket events show the resolution types
and assigned tiers. In AI agents, the conversation overview
shows which tier a conversation was assigned and rationale
as to why. See <a class="xref" href="#topic_gpd_ytv_w3c">Examples of ticket events and conversation
overview</a>. </li>
<li class="li" dir="ltr">The AI agent reporting dashboard includes tiers as a
data point to report. See the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">AI agent reporting
dashboard</a> for more information.</li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_lwx_qtv_w3c">
<h3 class="title topictitle3" id="ariaid-title3">Example service order and invoice</h3>
<div class="body">
<div class="p">These are some examples of the service orders and invoice details
provided with resolution tiers. They provide you with a
detailed breakdown of purchase and billing charges.<div class="note important">
<span class="importanttitle">Important:</span> The prices shown in these examples
are placeholders only, not the actual prices.
Contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a> for pricing details. </div>
</div>
<ul class="ul" id="topic_lwx_qtv_w3c__ul_fsk_pxv_w3c">
<li class="li">The service order shows the plan, the included
resolution allowance for the number of seats on that
plan and any additional resolution allowance in
currency.<p class="p"><img class="image img-screenshot" id="topic_lwx_qtv_w3c__image_esf_rxv_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_service_order_verified.png" width="500"></p>
</li>
<li class="li">The invoice Includes the plan and number of seats
purchased and the subscription term. It will also
include any additional resolution allowance in
currency.<p class="p"><img class="image img-screenshot" id="topic_lwx_qtv_w3c__image_m5x_wxv_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_invoice.png" width="600"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_s2f_ttv_w3c">
<h3 class="title topictitle3" id="ariaid-title4">Example resolution allowance dashboard</h3>
<div class="body">
<p class="p">For financial reporting, the resolution allowance dashboard shows
a financial breakdown of resolution tiers by spend. It does
not show cost per ticket but rather an aggregate spend by
tier. </p>
<p class="p"><img class="image img-screenshot" id="topic_s2f_ttv_w3c__image_n5y_fyv_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_details_currency_drop1_verified.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_k3f_5tv_w3c">
<h3 class="title topictitle3" id="ariaid-title5">Example resolution usage dashboard</h3>
<div class="body">
<p class="p">For operational reporting, the resolution usage dashboard shows
allowance usage as a percentage only. It does not display
any pricing. It itemizes each resolution and gives a pathway
to dig deeper into each ticket resolution. It gives you
visibility into how tickets are resolved and provides
background information to help admins further automate
ticket handling.</p>
<p class="p"><img class="image img-screenshot" id="topic_k3f_5tv_w3c__image_oc2_nyv_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_details_drop1_verified.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_gpd_ytv_w3c">
<h3 class="title topictitle3" id="ariaid-title6">Examples to ticket events, conversation overviews, and AI agent reporting</h3>
<div class="body">
<p class="p">For monitoring purposes and to help verify resolution usage:</p>
<ul class="ul" id="topic_gpd_ytv_w3c__ul_dcc_2cw_w3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">Tickets
events</a> show the resolution type and
assigned tier used to solve each ticket.<p class="p"><img class="image img-screenshot" id="topic_gpd_ytv_w3c__image_z5h_fcw_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ticket_events_verified.png" width="400"></p>
</li>
<li class="li">For admins to review and improve AI performance, the AI
agents conversation overview includes which tier a
conversation was assigned and reason why. <p class="p"><img class="image img-screenshot" id="topic_gpd_ytv_w3c__image_jzw_scw_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_conversation_overview_verified.png" width="400"></p>
</li>
<li class="li">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">AI agent reporting
dashboard</a> will also include information
about resolution tiers.<p class="p"><img class="image img-screenshot" id="topic_gpd_ytv_w3c__image_bly_ynb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ai_agent_report_small.png" width="500"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_lmd_b5v_w3c">
<h3 class="title topictitle3" id="ariaid-title7">Additional changes to your existing automated resolutions</h3>
<div class="body">
<p class="p" dir="ltr">For existing customers who use automated resolutions,
the following additional interface changes occur in your
account: </p>
<ul class="ul" id="topic_lmd_b5v_w3c__ul_i4w_wcw_w3c">
<li class="li" dir="ltr">The legacy Usage summary page in Admin Center
is updated to show the new summary for your
resolution allowance. <div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_lmd_b5v_w3c__simpletable_g4y_ldw_w3c" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e247" style="vertical-align:bottom;text-align:left;"><strong class="ph b">Before: Usage summary for automated
resolutions</strong></th>
<th class="stentry" id="d52e251" style="vertical-align:bottom;text-align:left;"><strong class="ph b">After: Usage summary for
resolutions</strong></th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e247" style="vertical-align:top;"><img class="image img-screenshot" id="topic_lmd_b5v_w3c__image_s4p_hdw_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_legacy_ar_usage_summary.png" width="300"></td>
<td class="stentry" headers="d52e251" style="vertical-align:top;"><img class="image img-screenshot" id="topic_lmd_b5v_w3c__image_fzx_42w_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_summary.png" width="350"></td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">The Overage page is updated to apply to overage for
resolution tiers. You can still use this page to
allow or disallow overages. The same rules you have
configured for your account apply to the new
resolution tiers. <p class="p"><strong class="ph b">Before: Overage page for
automated resolutions</strong></p>
<p class="p"><img class="image img-screenshot" id="topic_lmd_b5v_w3c__image_o4r_x2w_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_legacy_ar_overage_page.png" width="500"></p>
<p class="p"><strong class="ph b">After: Overage
page for resolution tiers</strong></p>
<p class="p"><img class="image img-screenshot" id="topic_lmd_b5v_w3c__image_sts_5kw_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_tiers_overage_page.png" width="500"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_j15_wxq_slb">
<h2 class="title topictitle2" id="ariaid-title8">Upgrade plans</h2>
<div class="body">
<p class="p">Zendesk is planning a transition period to upgrade customers to the new
resolution tiers and pricing. Zendesk will provide a 30 day notice
with the planned upgrade date.</p>
<p class="p">Upgrade plans include: </p>
<ul class="ul" id="topic_j15_wxq_slb__ul_kvn_mqv_w3c">
<li class="li" dir="ltr">
<strong class="ph b">Existing accounts that don’t use automated
resolutions</strong><p class="p">You will not be impacted. You will
have full access to the new resolution tiers and
tier pricing if you decide to use AI
agents.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Existing accounts that use automation
resolutions</strong><p class="p">You will see the new resolution
tiers in the Zendesk interface. Your tier pricing
will not increase during the transition. Contact
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a> for details. Zendesk will provide a
30 day notice before we upgrade your account to the
new resolution tiers pricing.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">New Zendesk accounts created during the transition
period</strong><p class="p">You will see the new resolution tiers.
Tier pricing during the transition period will be
negotiated. Contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a> for details. Zendesk provides a 30
day notice before we upgrade your account to the new
resolution tiers pricing. </p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">New Zendesk accounts created after the transition
period ends</strong><p class="p">Your new account will
automatically include resolution tiers with the new
tier pricing. </p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_msk_g4r_slb">
<h2 class="title topictitle2" id="ariaid-title9">Upgrading your automated resolution allowance</h2>
<div class="body">
<p class="p">Your automated resolution allowance includes a number of automated
resolutions (recurring) per month. Your automated resolution balance
will be upgraded and applied to the new resolution tiers and new
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106#topic_ixn_qcr_gjc" target="_blank">plan defaults</a>, based
on a fixed pricing model. Contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk Sales</a> for details. </p>
<p class="p">When you reach your automated resolution limits, the same rules you have
configured for your account will apply to the new resolution tiers.
You can choose to automatically pause features that require
automated resolutions, or to pay for overages as you go. </p>
<p class="p">Automated resolutions don’t roll over to the next usage period. When you
renew your subscription, the new resolution tiers pricing will
apply. </p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_lvh_mft_jsb">
<h2 class="title topictitle2" id="ariaid-title10">For more information</h2>
<div class="body">
<p class="p" dir="ltr">Here’s where to look for more information about resolution
tiers and pricing: </p>
<ul class="ul" id="topic_lvh_mft_jsb__ul_mdq_srv_w3c">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479587390106" target="_blank">Managing resolution
allowances</a>. Shows billing admins how to: <ul class="ul" id="topic_lvh_mft_jsb__ul_ndq_srv_w3c">
<li class="li" dir="ltr">Manage the resolution allowance and
costs</li>
<li class="li" dir="ltr">Plan for resolution allowances and
costs</li>
<li class="li" dir="ltr">Increase the resolution allowance</li>
</ul>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479485915290" target="_blank">Managing resolution
usage</a>. Shows admins how to: <ul class="ul" id="topic_lvh_mft_jsb__ul_odq_srv_w3c">
<li class="li" dir="ltr">View resolution usage</li>
<li class="li" dir="ltr">Drill down into resolution events for
each ticket</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_tdq_z5f_52c">
<h2 class="title topictitle2" id="ariaid-title11">Frequently asked questions (FAQ)</h2>
<div class="body">
<ul class="ul" id="topic_tdq_z5f_52c__ul_nzg_msv_w3c">
<li class="li" dir="ltr">
<strong class="ph b">What are the resolution tiers? How do these compare
with my current automated resolutions? </strong><p class="p">Think
of resolution tiers as a refined, more-granular
definition of automated resolutions. Resolution
tiers provide admins with more details about the
level of automation used to solve tickets. The tiers
take into account both partially automated and fully
automated ticket resolutions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">About resolution
tiers</a> for more information. </p>
<p class="p" dir="ltr">Resolution tiers are a new reporting and
pricing model but they don’t impact how your current
automated resolutions behave.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Why is Zendesk making this change?</strong><p class="p" dir="ltr">In our current automation resolutions model, our
usage reports didn’t take into account resolutions
that were partially automated. We only reported the
results for fully automated resolutions. By
reporting on partially automated resolutions, you
have better visibility into how your tickets are
being handled and how you can further automate
ticket management. </p>
</li>
<li class="li">
<strong class="ph b">Do I need to change my configuration for this
update?</strong><p class="p">No. You don’t need to make any
configuration changes. Your account will be updated
automatically to show the new resolution details in
your invoices, usage dashboard, ticket events, and
so on. See <a class="xref" href="#topic_ej3_jb3_q2c">About the upgrade for more
information</a>.</p>
</li>
<li class="li">
<strong class="ph b">How does the new tiered pricing work with the unified AI
agents release?</strong><p class="p">With unified AI agents as a
standard part of your plan, you don’t need to
purchase the AI agent - Advanced add-on anymore to
use all the AI agent features.</p>
</li>
<li class="li">
<strong class="ph b">When will I see the new resolutions tiers in my
account?</strong><p class="p" dir="ltr"> You will see the account
changes immediately at the beginning of the
transition period. Additional features will be added
to the usage dashboard periodically. </p>
</li>
<li class="li">
<strong class="ph b">When will my subscription price increase?</strong><p class="p">Subscription
prices won't change during the transition period.
After the transition period, Zendesk provides a 30
day notice before we upgrade your account to the new
resolution tiers pricing. </p>
</li>
<li class="li">
<strong class="ph b">Who should I contact if I have questions?</strong><p class="p">Contact your
Zendesk account representative or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer
Support</a> for more information. </p>
</li>
</ul>
</div>
</div>
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