Turning off automated resolution features

You can manage automated resolutions usage forAI agentsby turning off some or all of the features thatconsume automated resolutionsin your Zendesk configuration.


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Note: 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.


You can manage automated resolutions usage for AI agents by turning off some or all of the features that
consume automated resolutions in your Zendesk
configuration.
This article contains the following topics:


Preventing automated resolution usage for AI agents in messaging
Turning off automated resolution usage in email notifications
Turning off automated resolution usage in web forms
Preventing automated resolution usage for zero-training AI agents (AI agents - Advanced add-on)
Turning off Article Recommendations in Web Widget (Classic)
Finding more information


Related articles:

About automated resolutions for AI
agents
Managing your automated resolutions
Monitoring automated resolution usage



Preventing automated resolution usage for AI agents in messaging

Messaging AI agents are deployed through messaging channels like the messaging Web Widget. You
can prevent messaging AI agents from consuming automated resolutions by disconnecting or deleting them
from messaging channels, or by turning
off article-based behavior in a messaging AI agent.


Disconnecting and deleting messaging AI agents

When you disconnect a messaging AI agent from a channel, it is replaced by the
default messaging response unless
another AI agent is connected to that channel. Before disconnecting an AI agent,
make sure your default messaging response is properly configured.



To disconnect an AI agent from a channel

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to disconnect.
In the Settings tab, expand the Channels section and deselect the channel you want
to disconnect.
At the top of the page, click Publish AI agent, then confirm your
changes. Your changes are saved, the AI agent is disconnected, and the default
messaging response is activated.





If you are no longer using an AI agent, and do not plan on using it in the
future, you can delete it. When you delete an AI agent, any connected channels
will revert to their default response settings.


To delete an AI agent


In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent's Options icon ( ), then select Delete. The AI agent is
removed from the list. This action cannot be undone.









Turning off automated resolution usage in email notifications

Autoreplies in email notifications are ticket trigger-based, and can
consume automated resolutions when their triggers include the Autoreply
with articles or Autoreply action. You can prevent
automated resolution usage by deactivating or deleting these triggers.
In an email notification, a ticket trigger with the Autoreply with
articles action adds a list of recommended articles to the body of the
email. A ticket trigger with Autoreply action uses intelligent
triage to identify and incorporate help center content into your notification
email.
You can deactivate ticket triggers that include the Autoreply actions. After
the triggers have been deactivated, you can delete them, but it isn't required.
Deactivating the triggers prevents them from running, which means they will not
consume automated resolutions.
To deactivate and delete ticket triggers using autoreply actions


In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
On the Triggers page, click the Ticket tab.
Filter the triggers list to display only triggers that include the
Autoreply or Autoreply with articles
action, using the following criteria:

Type: Actions

Category: Notify by, and select Autoreply or
Autoreply with articles.



Select the triggers you want to deactivate.
Click Deactivate at the bottom of the page, then confirm your
selection.

Delete the triggers if
needed.





Turning off automated resolution usage in web forms

Web forms can consume an automated resolution when autoreplies are toggled on. You
can turn off autoreplies for each active web form in your account.
To turn off autoreply with articles in web forms

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click Manage AI agents for email and web form.
Click the Web form tab.
Under Active web forms, use the toggles to turn off autoreplies for
all ticket forms.




Preventing automated resolution usage for zero-training AI agents (AI agents - Advanced add-on)



If you have the AI agents - Advanced add-on, a
zero-training AI agent can consume
an automated resolution for any conversation that is considered AI agent
Handled.
To disconnect an AI agentbot from a channel

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click Manage AI agents - Advanced.
Click the AI agent you want to disconnect.
In the Channel section, deselect the channel you want to
disconnect.
At the top of the page, click Publish AI agent, then confirm
your changes.







Turning off Article Recommendations in Web Widget (Classic)



If you’re using the legacy Web Widget (Classic), automated
resolutions can be consumed when the AI agent suggests an article in the
conversation using Article Recommendations.
To turn off Article Recommendations in Web Widget
(Classic)

In Admin Center, click Channels in the sidebar, then
select Classic > Web Widget.
Click the Basics tab. If you have multiple brands, select the
widget for the brand you want to use with the AI agent, then click
Basics.
Deselect the Help Center checkbox.
At the bottom of the widget settings, click Save.






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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