About automated 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. Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent.</p>
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<div class="note attention" id="all_resolution_tiers__note_r4x_2vh_53c">
<span class="attentiontitle"></span> This article describes the automated resolution
tiers that were introduced on May 18, 2026. </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" target="_blank">AI agent</a> usage. Paying per automated resolution means you
pay only for customer requests that were successfully resolved by an AI agent, without
any escalation to a human agent.</p>
<p class="p">Automated resolutions are grouped into tiers that reflect the value the AI agent
provided. Your account is automatically credited with a resolution allowance, from which
the cost of the automated resolutions is drawn.</p>
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<h2 class="title topictitle2" id="ariaid-title2">Understanding the automated resolution tiers</h2>
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<p class="p">Automated resolutions are grouped into tiers. These tiers ensure you don’t overpay
for straightforward tasks, while accurately reflecting the value of more complex
resolutions.</p>
<p class="p">The table below describes the automated resolution tiers.</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Tier name</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">How this tier is measured</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Assisted escalation</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The AI agent contributed to the interaction before a human
agent completed the resolution. This tier does not count against
your resolution allowance.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The AI agent may have collected some data, authenticated the
customer, or provided routing assistance, but ultimately the
conversation was still escalated to a human agent to be
resolved.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Contained resolution</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The AI agent handled the interaction to completion without
the customer requesting further assistance. This tier does not
count against your resolution allowance.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The AI agent responded to a customer’s question, and the
customer did not do any of the following: <ul class="ul" id="topic_n4j_sth_53c__ul_q2d_jzw_x3c">
<li class="li">Request further clarification.</li>
<li class="li">Provide feedback on the AI agent’s answer.</li>
<li class="li">Ask to speak to a human.</li>
</ul>
<p class="p" dir="ltr">When the conversation
ends, a verification process is performed by a large
language model (LLM) that evaluates the text of the
conversation to confirm that the customer’s request was
satisfactorily resolved. Conversations that don’t pass this
verification are considered a Contained
resolution.</p>
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<td class="entry row-nocellborder" style="vertical-align:top;">Verified resolution</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The AI agent successfully resolved the interaction.</td>
<td class="entry cellrowborder" style="vertical-align:top;">The AI agent responded to a customer’s question, and the
customer did not request further assistance.<p class="p" dir="ltr">When the conversation ends, a
verification process is performed by an LLM that evaluates
the text of the conversation to confirm that the customer’s
request was satisfactorily resolved. Conversations that pass
this verification are considered a Verified
resolution.</p>
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<p class="p">When a conversation is considered ended depends on the channel it happens on: </p>
<ul class="ul" id="topic_n4j_sth_53c__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>
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