Managing resolution allowances

<body>
<p id="docs-hc-snippet" style="display: none;">Yourresolution allowanceis a flexible currency pool used to pay for the cost of automated resolutions. You can consume the balance freely across different resolution tiers without pre-selecting a fixed mix of tiers in advance. To help you monitor resolution usage on your account, Zendesk provides a resolution allowance dashboard. Account owners and billing admins can use this dashboard to monitor resolution costs and manage their resolution budget.</p>
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Use the resolution allowance dashboard to monitor your resolution budget,
view allowance details, and track usage. Plan your resolution needs based
on your plan and agent seats, and increase your allowance by purchasing
add-ons to avoid higher overage costs. Set your overage response to either
allow automatic billing for extra usage or pause AI agent functionality
to control expenses.
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<div class="body">

<div class="note attention">
<span class="attentiontitle"></span> Your account must have the resolution allowance pricing model
to use this feature. If you don't have this model, you will not see the
<a class="xref" href="#topic_ej3_jb3_q2c">Resolution allowance
dashboard</a> in Admin Center.</div>
<p class="p">Your <em class="ph i">resolution allowance</em> is a flexible currency pool used to pay for the
cost of automated resolutions. You can consume the balance freely across
different resolution tiers without pre-selecting a fixed mix of tiers in
advance. To help you monitor resolution usage on your account, Zendesk
provides a resolution allowance dashboard. Account owners and billing admins
can use this dashboard to monitor resolution costs and manage their
resolution budget. </p>
<div class="note">
<span class="notetitle">Note:</span> This dashboard is available to the account owner and billing admins only.
Admins have a separate resolution usage dashboard to view and manage
resolution usage. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479485915290" target="_blank">Managing resolution
usage</a>.</div>
<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">Opening the resolution allowance dashboard</a></li>
<li class="li"><a class="xref" href="#topic_j15_wxq_slb">Viewing allowance details</a></li>
<li class="li"><a class="xref" href="#topic_msk_g4r_slb">Planning for resolution usage</a></li>
<li class="li"><a class="xref" href="#topic_ixn_qcr_gjc">Understanding the default resolution allowance</a></li>
<li class="li"><a class="xref" href="#topic_lvh_mft_jsb">Increasing your resolution allowance</a></li>
<li class="li"><a class="xref" href="#topic_tdq_z5f_52c">Setting your resolution overage response</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_u2d_5cb_2jc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">About automated resolution
tiers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10479485915290" target="_blank">Managing resolution
usage</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ej3_jb3_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Opening the resolution allowance dashboard</h2>
<div class="body">
<p class="p" dir="ltr">The resolution allowance dashboard includes a summary of your
allowance, an expandable section with allowance details, and a chart
of usage details. You can view the usage details by date range,
resolution tier, brand, or channel. The dashboard also includes
links to all the tickets that contributed to the resolution
count.</p>
<p class="p"><strong class="ph b">To open the dashboard</strong></p>
<ol class="ol" id="topic_ej3_jb3_q2c__ol_asy_pj5_dkc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ej3_jb3_q2c__image_wtt_ny4_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Resolution allowance</strong>.</span><p class="p">The resolutions allowance dashboard appears.
The dashboard includes an allowance summary,
allowance details, and a chart of resolution usage,
expressed in currency.</p>
<p class="p"><img class="image img-screenshot" id="topic_ej3_jb3_q2c__image_pqt_v5r_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_allowance_overview_drop1.png" width="600"></p>
<p class="p"><img class="image img-screenshot" id="topic_ej3_jb3_q2c__image_rjp_nm5_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_allowance_graph_verified.png" width="600"></p>
<p class="p"><img class="image img-screenshot" id="topic_ej3_jb3_q2c__image_gbb_gxr_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_usage_details_currency_drop1_verified2.png" width="600"></p>
</li>
<li class="li">To filter the allowance by date range, click <strong class="ph b">Range</strong> and
select an option from the menu. <p class="p" dir="ltr">You can view
usage for: </p>
<ul class="ul" id="topic_ej3_jb3_q2c__ul_xvl_drx_x3c">
<li class="li" dir="ltr">Last 7 days</li>
<li class="li" dir="ltr">Last 30 days</li>
<li class="li" dir="ltr">Current period</li>
<li class="li" dir="ltr">Custom range</li>
</ul>
</li>
<li class="li">To filter the allowance by <a class="xref" href="http://tbd" target="_blank">resolution tier</a> or brand,
click <strong class="ph b">View by</strong> and select an option from the menu. <p class="p" dir="ltr">You can filter by: </p>
<ul class="ul" id="topic_ej3_jb3_q2c__ul_sjq_wzm_dkc">
<li class="li">Brand. View all brands combined or select a
specific brand. </li>
<li class="li" dir="ltr">Tiers. View All tiers or Assisted
escalation, Contained resolution, or Verified
resolution.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j15_wxq_slb">
<h2 class="title topictitle2" id="ariaid-title3">Viewing allowance details</h2>
<div class="body">
<p class="p">Allowance details show you how your total allowance budget was calculated
based on your plan type, number of agent seats in your account, any
resolution add-ons you have purchased, and any overage charges. </p>
<p class="p"><strong class="ph b">To view allowance details</strong></p>
<ol class="ol">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_j15_wxq_slb__image_wtt_ny4_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Resolution allowance</strong>.</span><p class="p">The resolutions allowance dashboard appears.
</p>
</li>
<li class="li">In <strong class="ph b">Allowance details</strong>, click the expander icon (<img class="image" id="topic_j15_wxq_slb__image_jv5_wbs_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/expander_down_icon.png">).<p class="p"><img class="image img-screenshot" id="topic_j15_wxq_slb__image_b5q_vxr_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_allowance_details_not_expanded.png" width="600"></p>
<p class="p">Your account
details appear. This information includes: </p>
<ul class="ul" id="topic_j15_wxq_slb__ul_zf5_1bs_x3c">
<li class="li" dir="ltr">
<strong class="ph b">Total budget</strong>: Your total
resolution budget, shown in US dollars. </li>
<li class="li" dir="ltr">
<strong class="ph b">Included resolution allowance</strong>:
The resolution allowance included with your plan
type and seat count. </li>
<li class="li" dir="ltr">
<strong class="ph b">Committed resolution allowance</strong>:
The additional allowance purchased as an add-on. </li>
<li class="li" dir="ltr">
<strong class="ph b">Overage</strong>: Usage that exceeded
your recurring resolution allowance. You can also
see your current <strong class="ph b">Overage</strong> setting:
<strong class="ph b">Allowed</strong> or <strong class="ph b">Not allowed</strong>. <p class="p"><img class="image img-screenshot" id="topic_j15_wxq_slb__image_fzf_fbs_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_allowance_account_details_expanded2.png" width="500"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_msk_g4r_slb">
<h2 class="title topictitle2" id="ariaid-title4">Planning for resolution usage</h2>
<div class="body">
<p class="p">Your plan comes with a default resolution allowance based on plan type
and the number of agent seats in the account. See <a class="xref" href="#topic_ixn_qcr_gjc">Understanding the default resolution allowance</a>. You can see the
default resolution allowance for your account on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666" target="_blank">Subscription page</a>. </p>
<p class="p"><img class="image img-screenshot" id="topic_msk_g4r_slb__image_q2g_jcs_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_subscription_full_no_extra_allowance_small.png" width="600"></p>
<p class="p" dir="ltr">If you use more than the default resolution allowance, you have
these options: </p>
<ul class="ul" id="topic_msk_g4r_slb__ul_p5d_rcs_x3c">
<li class="li" dir="ltr">You can increase your resolution allowance by buying
more resolutions before any overages occur. If you increase
your resolution allowance before overages occur, it provides
a better per-resolution cost than overage billing. See <a class="xref" href="#topic_lvh_mft_jsb">Increasing
your resolution allowance</a>. </li>
<li class="li" dir="ltr">You can also select a resolution overage response. See
<a class="xref" href="#topic_tdq_z5f_52c">Setting your resolution overage response</a>.
The response can be: <ul class="ul" id="topic_msk_g4r_slb__ul_q5d_rcs_x3c">
<li class="li" dir="ltr">Automatically bill you when overages
occur. Overage is billed monthly, regardless of
your subscription terms.</li>
<li class="li" dir="ltr">If you don’t want overage charges, you
can prevent overage billing by limiting the
resolution allowance in your account. </li>
</ul>
</li>
</ul>
<div class="note" id="topic_msk_g4r_slb__note_ixn_b1w_kkc">
<span class="notetitle">Note:</span> To help you manage your resolution allowance,
you can configure the email notifications that admins receive to
track resolution usage. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11184597562394" target="_blank">Managing usage notifications
for resolution allowances</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ixn_qcr_gjc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding the default resolution allowance </h2>
<div class="body">
<p class="p">Zendesk Support and Suite plans include a default resolution allowance
that's included in the price of your plan. The allowance is based on
your plan type and the number of agent seats you have. You can use
this allowance for any automated resolution tier.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ixn_qcr_gjc__table_vgn_vcr_gjc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Plan</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Zendesk Suite</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Zendesk Support</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Team</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">$2 per agent seat, per month</td>
<td class="entry cell-norowborder" style="vertical-align:top;">$2 per agent seat, per month</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Growth</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">$5 per agent seat, per month</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Not applicable</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Professional</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">$5 per agent seat, per month</td>
<td class="entry cell-norowborder" style="vertical-align:top;">$2 per agent seat, per month</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Enterprise</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">$10 per agent seat, per month</td>
<td class="entry cell-norowborder" style="vertical-align:top;">$2 per agent seat, per month</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Enterprise Plus</td>
<td class="entry row-nocellborder" style="vertical-align:top;">$10 per agent seat, per month</td>
<td class="entry cellrowborder" style="vertical-align:top;">Not applicable</td>
</tr>
</tbody>
</table>
</div>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10659079322394" target="_blank">Forethought AI agents by
Zendesk</a> plans don’t include a default resolution
allowance. If you have a Forethought plan but no Suite or Support
plan, <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">contact Zendesk Sales</a> to purchase a
resolution allowance separately.</p>
<p class="p">Light agents are not included in the default allocation calculation. Only
agents with seats are included.</p>
<p class="p">The maximum allowance per year for all plans is $5000.</p>
<p class="p">For example, an Suite Enterprise account with 20 agent seats would have a
monthly resolution allowance of $200. A Support Enterprise account
with 20 agent seats would have a monthly resolution allowance of
$40. Monthly allowances do not carry over if they aren't used.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lvh_mft_jsb">
<h2 class="title topictitle2" id="ariaid-title6">Increasing your resolution allowance</h2>
<div class="body">
<p class="p" dir="ltr">If you need more automated resolutions for your account, you
can pay to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11207423976986-Increasing-your-resolution-allowance" target="_blank">increase your resolution
allowance</a>. You must be the account owner or a billing
admin to increase your resolution allowance. The currency you add
works as a general funding pool that is applied to any resolution on
any ticket as needed, regardless of the ticket’s resolution
tier.</p>
<p class="p" dir="ltr">Your increased allowance appears in the Extras section of your
Subscription page. </p>
<p class="p"><img class="image img-screenshot" id="topic_lvh_mft_jsb__image_eym_nds_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_ar_subscription_full_extra.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_tdq_z5f_52c">
<h2 class="title topictitle2" id="ariaid-title7">Setting your resolution overage response</h2>
<div class="body">
<p class="p" dir="ltr">On the Overage page in Admin Center, your account owner and
billing admins can select how your account responds when you reach
your automated resolution limit. The options are: </p>
<ul class="ul" id="topic_tdq_z5f_52c__ul_qp4_xds_x3c">
<li class="li" dir="ltr">
<strong class="ph b">Allow overage</strong> (default setting)<p class="p">This setting
allows AI agents to continue to serve customers
after you exceed your account’s default or purchased
resolutions allowance. When selected, your account
is charged for pay-as-you-go resolutions after you
reach the limit of your resolution allowance. This
setting is recommended for uninterrupted support.
</p>
<div class="note">
<span class="notetitle">Note:</span> For customers with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10659079322394" target="_blank">Forethought AI
agents by Zendesk</a> plan, this option is
automatically selected and cannot be
changed.</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Don’t allow overage</strong><p class="p">This setting pauses AI
agent functionality when you reach your resolution
allowance limit, preventing overage charges. Any
capabilities that require paid resolutions won't
work until you increase your resolution allowance,
causing more support requests to be routed to human
agents. This setting is recommended for strict
budgets. </p>
</li>
</ul>
<div class="p">
<strong class="ph b">To set your overage response</strong><ol class="ol" id="topic_tdq_z5f_52c__ol_r1r_12s_x3c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tdq_z5f_52c__image_qjf_wk3_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Usage &gt; Overage</strong>.</span><p class="p">The Overage settings page appears.</p>
</li>
<li class="li">Select an option for your overage response: <strong class="ph b">Allow
overage</strong> or <strong class="ph b">Don’t allow overage</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
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