== SECTION 1: keyless Help Center search API. This is the command published verbatim as reproducibility.command of p-20260924-zendesk-keyless-hc-search, run here with the UA above substituted for <UA>, and this section is its whole answer.
$ curl -sS -D- -A '<UA>' 'https://support.zendesk.com/api/v2/help_center/articles/search.json?query=resolution+tiers&per_page=3'
HTTP/1.1 200 Connection Established

HTTP/2 200 
date: Thu, 24 Sep 2026 12:06:50 GMT
content-type: application/json; charset=utf-8
server: cloudflare
nel: {"report_to":"cf-nel","success_fraction":0.01,"max_age":604800}
x-ua-compatible: IE=edge
age: 19
x-zendesk-api-version: v2
x-frame-options: SAMEORIGIN
x-envoy-decorator-operation: /api/v2/help_center/
etag: W/"f90334ab8282435aca37e29f86facb36"
access-control-allow-origin: *
access-control-expose-headers: X-Zendesk-API-Warn
cache-control: max-age=0, public
x-rate-limit: 10000
x-rate-limit-remaining: 8781
strict-transport-security: max-age=31536000; includeSubDomains
x-zendesk-origin-server: app-server-677c59b4fc-8f98x
x-request-id: a401a9d96e6faa97-EWR
x-runtime: 0.127308
x-envoy-upstream-service-time: 131
x-request-validation: matched
x-openapi-route-path: /api/v2/help_center/articles/search
zendesk-service: help-center
x-zendesk-zorg: yes
protocol: HTTP/1.1 always
report-to: {"group":"cf-nel","max_age":604800,"endpoints":[{"url":"https://a.nel.cloudflare.com/report/v4?s=gQxBKk6S6%2FR7C88MbNMEKUqlhosTlMYo7y5WsibRoH%2Bl3zKfsYwnQ%2Ba%2FY2Zxf%2BjFJafU8qVKXGZKeKSs8vUnoN5LZtrgyEqUr88n8PFZe0zoMqH9HpVobDlFY0C94ISVFjEuja4%3D"}]}
vary: Accept-Encoding
via: zorg
cf-cache-status: HIT
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
cf-ray: a401aa550be26498-BOS

{"count":901,"next_page":"https://support.zendesk.com/api/v2/help_center/articles/search.json?page=2\u0026per_page=3\u0026query=resolution+tiers","page":1,"page_count":301,"per_page":3,"previous_page":null,"results":[{"id":9570369117338,"url":"https://support.zendesk.com/api/v2/help_center/en-us/articles/9570369117338.json","html_url":"https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers","author_id":1264158222289,"comments_disabled":false,"draft":false,"promoted":false,"position":9,"vote_sum":0,"vote_count":0,"section_id":9744206416026,"created_at":"2025-08-06T17:31:11Z","updated_at":"2026-09-10T00:16:50Z","name":"About automated resolution tiers","title":"About automated resolution tiers","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-08-24T19:45:36Z","user_segment_id":null,"permission_group_id":1324079,"content_tag_ids":[],"label_names":["do_not_archive"],"body":"\u003cbody\u003e\n\u003cp id=\"docs-hc-snippet\" style=\"display: none;\"\u003eAutomated 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.\u003c/p\u003e\n\u003cdiv class=\"article-banners\"\u003e\n\u003cdiv id=\"docs-wmp-link\"\u003e\n\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"suite_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eAll Suites\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Growth, Professional, Enterprise, or Enterprise Plus\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\u003c/div\u003e\n\n\u003cdiv class=\"body\"\u003e\n\n\u003cdiv class=\"note attention\" id=\"all_resolution_tiers__note_r4x_2vh_53c\"\u003e\n\u003cspan class=\"attentiontitle\"\u003e\u003c/span\u003e This article describes the automated resolution\n            tiers that were introduced on May 18, 2026. \u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cem class=\"ph i\"\u003eAutomated resolutions\u003c/em\u003e are the unit of measurement used for calculating and billing\n            your account for \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690\" target=\"_blank\"\u003eAI agent\u003c/a\u003e usage. Paying per automated resolution means you\n            pay only for customer requests that were successfully resolved by an AI agent, without\n            any escalation to a human agent.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAutomated resolutions are grouped into tiers that reflect the value the AI agent\n            provided. Your account is automatically credited with a resolution allowance, from which\n            the cost of the automated resolutions is drawn.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_n4j_sth_53c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eUnderstanding the automated resolution tiers\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eAutomated resolutions are grouped into tiers. These tiers ensure you don’t overpay\n                for straightforward tasks, while accurately reflecting the value of more complex\n                resolutions.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThe table below describes the automated resolution tiers.\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"tablenoborder\"\u003e\n\u003ctable border=\"1\" cellpadding=\"4\" cellspacing=\"0\" class=\"table\" frame=\"border\" id=\"topic_n4j_sth_53c__table_upl_35h_53c\" rules=\"all\" summary=\"\"\u003e\n\u003ccolgroup\u003e\n\u003ccol\u003e\n\u003ccol\u003e\n\u003ccol\u003e\n\u003c/colgroup\u003e\n\u003ctbody class=\"tbody\"\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003e\u003cstrong class=\"ph b\"\u003eTier name\u003c/strong\u003e\u003c/td\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003e\u003cstrong class=\"ph b\"\u003eDescription\u003c/strong\u003e\u003c/td\u003e\n\u003ctd class=\"entry cell-norowborder\" style=\"vertical-align:top;\"\u003e\u003cstrong class=\"ph b\"\u003eHow this tier is measured\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eAssisted escalation\u003c/td\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eThe AI agent contributed to the interaction before a human\n                                    agent completed the resolution. This tier does not count against\n                                    your resolution allowance.\u003c/td\u003e\n\u003ctd class=\"entry cell-norowborder\" style=\"vertical-align:top;\"\u003eThe AI agent may have collected some data, authenticated the\n                                    customer, or provided routing assistance, but ultimately the\n                                    conversation was still escalated to a human agent to be\n                                    resolved.\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eContained resolution\u003c/td\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eThe AI agent handled the interaction to completion without\n                                    the customer requesting further assistance. This tier does not\n                                    count against your resolution allowance.\u003c/td\u003e\n\u003ctd class=\"entry cell-norowborder\" style=\"vertical-align:top;\"\u003eThe AI agent responded to a customer’s question, and the\n                                    customer did not do any of the following: \u003cul class=\"ul\" id=\"topic_n4j_sth_53c__ul_q2d_jzw_x3c\"\u003e\n\u003cli class=\"li\"\u003eRequest further clarification.\u003c/li\u003e\n\u003cli class=\"li\"\u003eProvide feedback on the AI agent’s answer.\u003c/li\u003e\n\u003cli class=\"li\"\u003eAsk to speak to a human.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eWhen the conversation\n                                        ends, a verification process is performed by a large\n                                        language model (LLM) that evaluates the text of the\n                                        conversation to confirm that the customer’s request was\n                                        satisfactorily resolved. Conversations that don’t pass this\n                                        verification are considered a Contained\n                                    resolution.\u003c/p\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry row-nocellborder\" style=\"vertical-align:top;\"\u003eVerified resolution\u003c/td\u003e\n\u003ctd class=\"entry row-nocellborder\" style=\"vertical-align:top;\"\u003eThe AI agent successfully resolved the interaction.\u003c/td\u003e\n\u003ctd class=\"entry cellrowborder\" style=\"vertical-align:top;\"\u003eThe AI agent responded to a customer’s question, and the\n                                    customer did not request further assistance.\u003cp class=\"p\" dir=\"ltr\"\u003eWhen the conversation ends, a\n                                        verification process is performed by an LLM that evaluates\n                                        the text of the conversation to confirm that the customer’s\n                                        request was satisfactorily resolved. Conversations that pass\n                                        this verification are considered a Verified\n                                    resolution.\u003c/p\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eWhen a conversation is considered ended depends on the channel it happens on: \u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_n4j_sth_53c__ul_pml_whw_3kc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eEmail\u003c/strong\u003e: The conversation ends 72 hours after the last email in the\n                    conversation. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eMessaging\u003c/strong\u003e: By default, the conversation ends 2 hours after the last\n                    message in the conversation, though this can be increased up to 72 hours. For\n                    assistance increasing the conversation end time for messaging, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\"\u003econtact Zendesk customer support\u003c/a\u003e. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eVoice\u003c/strong\u003e: The conversation ends immediately upon hangup. \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cscript id=\"docs-schema-markup\" type=\"application/ld+json\"\u003e{\n  \"@context\": \"https://schema.org\",\n  \"@type\": \"TechArticle\",\n  \"@id\": \"https://support.zendesk.com/hc/en-us/articles/9570369117338\",\n  \"url\": \"https://support.zendesk.com/hc/en-us/articles/9570369117338\",\n  \"headline\": \"About automated resolution tiers\",\n  \"description\": \"You learn how automated resolution tiers classify AI agent outcomes and how conversation end timing determines whether a resolution is billed or counted.\",\n  \"articleSection\": \"Automated resolutions\",\n  \"datePublished\": \"2025-08-06T17:31:11+00:00\",\n  \"dateModified\": \"2026-08-24T19:45:35.405031+00:00\",\n  \"inLanguage\": \"en\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https://support.zendesk.com/hc/en-us/articles/9570369117338\"\n  },\n  \"author\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"isPartOf\": {\n    \"@type\": \"WebSite\",\n    \"name\": \"Zendesk Help\",\n    \"@id\": \"https://support.zendesk.com/hc/\"\n  },\n  \"about\": {\n    \"@type\": \"SoftwareApplication\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\",\n    \"softwareAddOn\": {\n      \"@type\": \"SoftwareApplication\",\n      \"name\": \"AI agents\",\n      \"@id\": \"https://support.zendesk.com/hc/en-us/sections/8988994355994\"\n    }\n  }\n}\u003c/script\u003e\n\u003c/body\u003e","user_segment_ids":[],"snippet":"Understanding the automated \u003cem\u003eresolution tiers\u003c/em\u003e Automated \u003cem\u003eresolutions\u003c/em\u003e are grouped into \u003cem\u003etiers\u003c/em\u003e. These \u003cem\u003etiers\u003c/em\u003e ensure you don’t overpay","result_type":"article","view_3days_count":null,"view_3days_count_window_ended_at":null},{"id":8922391373978,"url":"https://support.zendesk.com/api/v2/help_center/en-us/articles/8922391373978.json","html_url":"https://support.zendesk.com/hc/en-us/articles/8922391373978-Monitoring-usage-on-the-automated-resolution-platform-prior-to-resolution-tiers","author_id":1263082050629,"comments_disabled":false,"draft":false,"promoted":false,"position":2,"vote_sum":1,"vote_count":1,"section_id":9744206416026,"created_at":"2025-02-20T06:03:45Z","updated_at":"2026-09-10T00:16:43Z","name":"Monitoring usage on the automated resolution platform (prior to resolution tiers)","title":"Monitoring usage on the automated resolution platform (prior to resolution tiers)","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-09-01T19:17:59Z","user_segment_id":null,"permission_group_id":1324079,"content_tag_ids":[],"label_names":["mt"],"body":"\u003cbody\u003e\n\u003cp id=\"docs-hc-snippet\" style=\"display: none;\"\u003eYou can track yourautomated resolutionusage on the automated resolution platform (prior to resolution tiers), which can help you determine whether your plan-based automated resolution baseline meets your needs. When you are near your automated resolution limit, you'll be alerted in Admin Center and your billing admin will receive an email notification.\u003c/p\u003e\n\u003cdiv class=\"article-banners\"\u003e\n\u003cdiv id=\"docs-wmp-link\"\u003e\n\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"suite_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eAll Suites\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Growth, Professional, Enterprise, or Enterprise Plus\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"support_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eSupport\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Professional, or Enterprise\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\u003c/div\u003e\n\u003cdiv id=\"docs-ai-summary\"\u003e\n\u003cp id=\"docs-ai-summary-toggle\"\u003e\n    Verified AI summary \u003cspan id=\"up-triangle\"\u003e◀\u003c/span\u003e\u003cspan id=\"down-triangle\"\u003e▼\u003c/span\u003e\n\u003c/p\u003e\n\u003cp id=\"docs-ai-summary-content\"\u003e\n    Monitor your automated resolution usage to ensure it aligns with your plan.\n    Use the dashboard to track daily usage and forecast future needs. Alerts\n    notify you when nearing limits, with details available at both conversation\n    and account levels. Stay informed with usage banners and email notifications,\n    and adjust configurations as needed to manage your resolution allowance effectively.\n  \u003c/p\u003e\n\u003c/div\u003e\n\n\u003cdiv class=\"body\"\u003e\n\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note attention\" id=\"monitoring_ar_usage__note_zyk_4mt_fjc\"\u003e\n\u003cspan class=\"attentiontitle\"\u003e\u003c/span\u003e \u003cspan class=\"ph\"\u003eThis article describes the automated resolution platform in place prior\n                to May 18, 2026. Customers who are on this platform remain so until they move to\n                resolution tiers. For information about the resolution tier platform introduced on\n                May 18, 2026, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/9570369117338\" target=\"_blank\"\u003eAbout automated resolution tiers\u003c/a\u003e. You can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is\n                using\u003c/a\u003e.\u003c/span\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eYou can track your \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\"\u003eautomated resolution\u003c/a\u003e usage on the automated\n            resolution platform (prior to resolution tiers), which can help you determine whether\n            your plan-based automated resolution baseline meets your needs. When you are near your\n            automated resolution limit, you'll be alerted in Admin Center and your billing admin\n            will receive an email notification.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article describes how to monitor automated resolutions usage on the automated\n            resolution platform (prior to resolution tiers). If you're not sure which platform your\n            account is using, you can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is using\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article contains the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_usage__ul_pbh_bzw_k2c\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_s32_rww_k2c\"\u003eViewing the Automated resolutions dashboard\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_skx_tdh_g3c\"\u003eMonitoring automated resolutions at the ticket level\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_uyw_rww_k2c\"\u003eMonitoring automated resolutions at the conversation level\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_qgd_sww_k2c\"\u003eMonitoring automated resolutions at the account\n                        level\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_dfj_sww_k2c\"\u003eViewing automated resolution usage banners\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_arl_hfy_g3c\"\u003eForecasting automated resolution usage\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eRelated articles:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_usage__ul_sdl_mwy_hcc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\"\u003eManaging your automated resolutions on the\n                    automated resolution platform (prior to resolution tiers)\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_s32_rww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eViewing the Automated resolutions dashboard\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eThe Automated resolutions dashboard provides a look into how many automated\n                resolutions you use on the automated resolution platform (prior to resolution\n                tiers). The dashboard can help you determine how well your AI agents resolve\n                customer support requests and whether you should change your current configurations.\n                This information can also help you forecast your future automated resolution\n                needs.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo view the Automated resolutions usage dashboard\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_s32_rww_k2c__ul_npg_nmc_g2c\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" id=\"topic_s32_rww_k2c__image_vvv_r33_bbc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eUsage \u0026gt; Automated resolutions\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cimg class=\"image img-screenshot\" id=\"topic_s32_rww_k2c__image_hxq_grh_ccc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar_dashboard-viewonly.png\" width=\"600\"\u003e\n\u003cp class=\"p\"\u003eThe dashboard includes basic information about your automated resolution usage.\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_s32_rww_k2c__ul_t1q_hbm_1bc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eOverview\u003c/strong\u003e\n\u003cul class=\"ul\" id=\"topic_s32_rww_k2c__ul_ypy_vf3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAllowance usage\u003c/strong\u003e displays the percentage of automated resolutions\n                            used in the current billing period.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAutomated resolutions\u003c/strong\u003e displays the number of automated\n                            resolutions used in the current billing period.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eUsage details\u003c/strong\u003e displays a chart tracking the number of automated\n                    resolutions used per day for the selected time period. Use the drop-down menus\n                    to change the time span covered in the breakdown, as defined in \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb\" target=\"_blank\"\u003eUnderstanding how automated resolutions are\n                        measured\u003c/a\u003e, and to display usage by type of automated resolution used,\n                    or to group types together.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eShow cumulative\u003c/strong\u003e toggles on or off the aggregate of usage for the\n                    subscription term.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003eThe dashboard only displays data on \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb\" target=\"_blank\"\u003econfirmed automated resolutions\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eFrom the dashboard, you can access the page to \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\"\u003emanage your automated resolution overage setting\u003c/a\u003e and\n                    \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_g2n_q3x_4wb\" target=\"_blank\"\u003eadd automated resolutions to your\n                account\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title3\" class=\"topic nested1\" id=\"topic_skx_tdh_g3c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title3\"\u003eMonitoring automated resolutions at the ticket level\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eTickets include helpful indicators when an automated resolution is consumed on the\n                automated resolution platform (prior to resolution tiers), including a ticket field\n                and an entry in the events view.\u003c/p\u003e\n\u003cp class=\"p\"\u003eDeleting a ticket with a Resolution type value of Automated doesn’t undo the\n                consumption of an automated resolution.\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cstrong class=\"ph b\"\u003eTo view automated resolution indicators in a ticket\u003c/strong\u003e\u003col class=\"ol\" id=\"topic_skx_tdh_g3c__ol_ulv_1d4_fkc\"\u003e\n\u003cli class=\"li\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\"\u003eSupport\u003c/a\u003e, open a ticket.\u003c/li\u003e\n\u003cli class=\"li\"\u003eView the Resolution type field, which lists Automated as the value when an\n                        automated resolution is consumed. \u003cp class=\"p\"\u003eThe Resolution type field can be used\n                            when \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408821589530\" target=\"_blank\"\u003ecreating custom\n                        reports\u003c/a\u003e.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the events icon ( \u003cimg class=\"image\" id=\"topic_skx_tdh_g3c__image_u2r_2h4_fkc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_events_icon.png\"\u003e) in the conversation header to\n                        view the date and time the automated resolution occurred.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_skx_tdh_g3c__image_y2c_vh4_fkc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_resolution_type_ticket_field.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title4\" class=\"topic nested1\" id=\"topic_uyw_rww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title4\"\u003eMonitoring automated resolutions at the conversation level\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eAt the conversation level, automated resolutions on the automated resolution platform\n                (prior to resolution tiers) are indicated in the \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357749580186\" target=\"_blank\"\u003eConversation Logs\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_uyw_rww_k2c__image_txt_cxw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_in_convo_log.png\" width=\"350\"\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo view a conversation’s automated resolution verification details \u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_uyw_rww_k2c__ol_qf2_nxw_k2c\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn the AI agents workspace, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc\" target=\"_blank\"\u003eselect the AI agent\u003c/a\u003e you want to work\n                with.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cspan class=\"ph\"\u003eClick \u003cimg class=\"image\" id=\"topic_uyw_rww_k2c__image_e2v_qxf_y3c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eConversation logs\u003c/strong\u003e in the sidebar.\u003c/span\u003e\u003cp class=\"p\"\u003eA list of conversations appears for the default time frame (the\n                            past 7 days). If you don’t see any conversations, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c\" target=\"_blank\"\u003eadjust the time\n                        frame\u003c/a\u003e.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e(For messaging AI agents only) Toggle the \u003cstrong class=\"ph b\"\u003eStatus\u003c/strong\u003e / \u003cstrong class=\"ph b\"\u003eCustom\n                            resolutions\u003c/strong\u003e setting at the bottom to switch between showing either\n                        the conversation status or custom resolution values.\u003c/li\u003e\n\u003cli class=\"li\"\u003eFrom the list, select a conversation with the automated resolution icon\n                            (\u003cimg class=\"image\" height=\"16\" id=\"topic_uyw_rww_k2c__image_mnq_1yw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png\" width=\"16\"\u003e).\u003cp class=\"p\"\u003eThe automated\n                            resolution icon (\u003cimg class=\"image\" height=\"16\" id=\"topic_uyw_rww_k2c__image_uqk_www_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png\" width=\"16\"\u003e) appears beside any\n                            conversation that consumes an automated resolution. Additionally, you\n                            can drill into a specific conversation to see an explanation of the\n                            automated resolution verification.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick \u003cstrong class=\"ph b\"\u003eDetails\u003c/strong\u003e.\u003cp class=\"p\"\u003eIn the Conversation Overview panel that opens on the\n                            right, the Automated resolution section includes an\n                                explanation.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_uyw_rww_k2c__image_zr4_fyw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_conversation_overview_verified.png\" width=\"350\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_qgd_sww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title5\"\u003eMonitoring automated resolutions at the account level\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"bodydiv\"\u003e\n\u003cp class=\"p\"\u003eAt the account level, automated resolutions on the automated resolution platform\n                    (prior to resolution tiers) are reported in the Reporting dashboard. This\n                    dashboard includes automated resolutions reporting that shows your automated\n                    resolutions usage at the account level. For details, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/9510024609178\" target=\"_blank\"\u003eAnalyzing advanced AI agent performance with\n                        the reporting dashboard\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_qgd_sww_k2c__image_yw3_kyw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_performance.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title6\" class=\"topic nested1\" id=\"topic_dfj_sww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title6\"\u003eViewing automated resolution usage banners \u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eOn AI agent pages in Admin Center, overage warning banners notify you when you’ve\n                used 80% of your automated resolutions on the automated resolution platform (prior\n                to resolution tiers), and the banners update when you’ve used 100%. Banners include\n                basic information about what happens when you reach your limit based on your \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\"\u003eautomated resolution overage setting\u003c/a\u003e to either maintain\n                functionality and allow overage or pause functionality and not allow overage.\u003c/p\u003e\n\u003cp class=\"p\"\u003eYou can't dismiss these banners and they will remain visible until\n                automated resolutions are again available for your account when your billing cycle\n                resets or you purchase additional automated resolutions.\u003c/p\u003e\n\u003cp class=\"p\"\u003eOverage warning banners appear on related Admin Center pages,\n                including:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_dfj_sww_k2c__ul_hps_qyw_k2c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cp class=\"p\"\u003eThe parent AI agents page, as well as the following child\n                            pages: \u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_dfj_sww_k2c__ul_rpv_ryw_k2c\"\u003e\n\u003cli class=\"li\"\u003eAI agents for messaging\n                                \u003c/li\u003e\n\u003cli class=\"li\"\u003eAI agents for email and web form \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eThe Resolution usage dashboard \u003c/li\u003e\n\u003cli class=\"li\"\u003eThe Web Widget (Classic) page (for some legacy configurations)\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eOverage warning banners also appear on every page in AI agents.\u003c/p\u003e\n\u003cp class=\"p\"\u003eIf you choose to \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_iw3_b2h_bdc\" target=\"_blank\"\u003epause AI agent functionality\u003c/a\u003e when you\n                reach your automated resolution limit, notifications will appear on the admin pages\n                for each of the paused capabilities.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAdditionally, your account owner and billing admin will receive an email notification\n                when you've used 80% of your automated resolutions, and again when you've used 100%. \u003c/p\u003e\n\u003cdiv class=\"note\" id=\"topic_dfj_sww_k2c__note_ixn_b1w_kkc\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e To help you manage automated resolutions, you can configure\n                the email notifications that admins receive to track automated resolution usage. See\n                    \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/11184597562394\" target=\"_blank\"\u003eManaging usage notifications for automated\n                    resolutions\u003c/a\u003e.\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title7\" class=\"topic nested1\" id=\"topic_arl_hfy_g3c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title7\"\u003eForecasting automated resolution usage\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eThe Forecast tab in the Resolution usage dashboard helps you understand how your\n                current usage trends could impact your allowance on the automated resolution\n                platform (prior to resolution tiers).\u003c/p\u003e\n\u003cp class=\"p\"\u003eForecasted values are estimates based on past usage. Continue to monitor your usage\n                using the suggestions included in this article.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_arl_hfy_g3c__image_zc3_k3h_k3c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/resolution_dashboard-forecast_tab.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis section includes the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_arl_hfy_g3c__ul_nnw_p31_k3c\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_wrs_q31_k3c\"\u003eThe Forecast tab\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_utx_q31_k3c\"\u003eHow forecasting calculations work\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_iqr_r31_k3c\"\u003eForecasting scenarios\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title8\" class=\"topic nested2\" id=\"topic_wrs_q31_k3c\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title8\"\u003eThe Forecast tab\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eThe Forecast tab includes the following information:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_wrs_q31_k3c__ul_cyy_yj1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eForecast metrics\u003c/strong\u003e are at the top of the tab. \u003cul class=\"ul\" id=\"topic_wrs_q31_k3c__ul_dyy_yj1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eCurrent average daily use\u003c/strong\u003e shows your projected daily usage,\n                                based on the last 7 to 30 days. The forecast uses a moving average of your\n                                recent usage, excluding today’s usage. A minimum of 7 calendar days\n                                of usage history is required to generate a forecast. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eWhat you might use by renewal\u003c/strong\u003e estimates your total projected\n                                usage by the end of your current allowance cycle. If this number\n                                exceeds your total allowance, the forecast will show how far over your limit\n                                you’re projected to go. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eWhen you could reach your limit\u003c/strong\u003e If your projected usage\n                                exceeds your allowance during the current cycle, the forecast displays the\n                                estimated date your allowance may be exhausted, the number of days\n                                until that point and a warning indicator if there is a high chance\n                                you will exceed your limit \u003c/li\u003e\n\u003cli class=\"li\"\u003eForecast usage chart shows your activity over time. Actual usage is\n                                in blue, forecasted usage is in grey, and your total allowance is a\n                                black vertical line.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title9\" class=\"topic nested2\" id=\"topic_utx_q31_k3c\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title9\"\u003eHow forecasting calculations work\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eTo forecast your automated resolution usage, metrics from across your account are\n                    considered. In this section, we’ll list the information we look at and describe\n                    how it’s used in the calculations displayed in the forecasting chart.\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_fp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eData source:\u003c/strong\u003e Historical usage data for the \u003cem class=\"ph i\"\u003epast\u003c/em\u003e 7–30\n                            days.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eCalculation:\u003c/strong\u003e A \u003cem class=\"ph i\"\u003emoving average model\u003c/em\u003e determines the average\n                        daily usage, which is projected forward to the end of the allowance cycle.\n                        We \u003cem class=\"ph i\"\u003edo not\u003c/em\u003e include the current day's usage when calculating this\n                        forecast rate, even if some resolutions have already been consumed today.\n                            \u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_gp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eZero-usage days\u003c/strong\u003e are treated as valid data points (with value\n                                = 0) in the forecast calculation \u003c/li\u003e\n\u003cli class=\"li\"\u003eIf there are at least 7 calendar days since \u003cstrong class=\"ph b\"\u003efirst usage\u003c/strong\u003e, we\n                                show forecast data using that range (even if some days have zero\n                                usage) \u003c/li\u003e\n\u003cli class=\"li\"\u003eIf there are fewer than 7 calendar days since first usage, forecast\n                                returns “Not enough data” for forecasting (minimum 7 days required)\n                            \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAllowance limit reach date:\u003c/strong\u003e We calculate the remaining allowance\n                        (total allowance minus cumulative usage to date) and divide it by the\n                        forecasted daily usage rate to determine how many days are left until the\n                        allowance is exhausted. We then add those remaining days to today’s date to\n                        estimate when the customer will reach their allowance limit. \u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_hp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003eForecasted allowance limit reach date calculation metrics: \u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_tdb_bjh_k3c\"\u003e\n\u003cli class=\"li\"\u003eRemaining Allowance = Total Allowance − Cumulative Usage\n                                            to Date.\u003c/li\u003e\n\u003cli class=\"li\"\u003eDays to Exhaust = Remaining Allowance ÷ Forecasted Daily\n                                            Usage Rate.\u003c/li\u003e\n\u003cli class=\"li\"\u003eForecasted Reach Date = Current Date + Days to\n                                            Exhaust.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eIf the forecasted allowance reach date is: \u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_ip1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003eWithin the current cycle, we show the date and days until\n                                        the allowance is reached. If your account is projected to\n                                        exceed the allowance before your renewal, it’s considered\n                                        “above target”. The indicator displays an orange uptrend\n                                        arrow () labeled (“High chance of reaching your limit”),\n                                        along with a link to your subscription page where you can\n                                            \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226-Managing-your-automated-resolutions#topic_g2n_q3x_4wb\" target=\"_blank\"\u003eadd more\n                                            resolutions\u003c/a\u003e.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_utx_q31_k3c__image_aml_4jh_k3c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/resolution_dashboard-usage_trend_indicator.png\" width=\"300\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eFalls after the current cycle ends, it isn't t shown, as it\n                                        lies outside the active cycle.\u003c/li\u003e\n\u003cli class=\"li\"\u003eAlready reached, we display the past date on which the limit\n                                        was reached. This date always falls within the current\n                                        allowance cycle. \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eDisplay mode:\u003c/strong\u003e\n\u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_jp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003eCycles ≤ 90 days show daily usage forecasts. \u003c/li\u003e\n\u003cli class=\"li\"\u003eCycles \u0026gt; 90 days show monthly usage forecasts. \u003c/li\u003e\n\u003cli class=\"li\"\u003eWe do not forecast for the current day. Forecast bars are\n                                        always displayed from next day. This is same for Daily view\n                                        and Monthly view. \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eForecast updates\u003c/strong\u003e: The chart refreshes every 4 hours to\n                                include the latest usage.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title10\" class=\"topic nested2\" id=\"topic_iqr_r31_k3c\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title10\"\u003eForecasting scenarios\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eIf you're projected to exceed your allowance, you'll see:\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_iqr_r31_k3c__ul_hft_ncv_m3c\"\u003e\n\u003cli class=\"li\"\u003eYour projected total usage by the renewal date, including how many\n                            automated resolutions you’re expected to go over your allowance.\u003c/li\u003e\n\u003cli class=\"li\"\u003eAn estimated limit reach date and the number of days remaining until\n                            your allowance is expected to be exhausted.\u003c/li\u003e\n\u003cli class=\"li\"\u003eA warning indicator highlighting a high likelihood of exceeding your\n                            limit\u003c/li\u003e\n\u003cli class=\"li\"\u003eA link to add more automates resolutions.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eIf you're on track to stay within your allowance, you'll see:\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_iqr_r31_k3c__ul_mbx_rcv_m3c\"\u003e\n\u003cli class=\"li\"\u003eYour projected total usage by the renewal date. No reach date is shown\n                            because your projected usage does not exceed your allowance.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eAt the start of the new allowance cycle:\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_iqr_r31_k3c__ul_edw_ycv_m3c\"\u003e\n\u003cli class=\"li\"\u003eYour usage resets to zero.\u003c/li\u003e\n\u003cli class=\"li\"\u003eYour forecast recalculates automatically based on your most recent 7–30\n                            days of activity.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cscript id=\"docs-schema-markup\" type=\"application/ld+json\"\u003e{\n  \"@context\": \"https://schema.org\",\n  \"@type\": \"TechArticle\",\n  \"@id\": \"https://support.zendesk.com/hc/en-us/articles/8922391373978\",\n  \"url\": \"https://support.zendesk.com/hc/en-us/articles/8922391373978\",\n  \"headline\": \"Monitoring usage on the automated resolution platform (prior to resolution tiers)\",\n  \"description\": \"You can monitor and forecast your automated resolution usage on the platform prior to resolution tiers through dashboards, ticket and conversation indicators, account-level reports, and usage banners to manage your allowance effectively.\",\n  \"articleSection\": \"Automated resolutions\",\n  \"datePublished\": \"2025-02-20T06:03:45+00:00\",\n  \"dateModified\": \"2026-09-01T19:17:58.055362+00:00\",\n  \"inLanguage\": \"en-US\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https://support.zendesk.com/hc/en-us/articles/8922391373978\"\n  },\n  \"author\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"isPartOf\": {\n    \"@type\": \"WebSite\",\n    \"name\": \"Zendesk Help\",\n    \"@id\": \"https://support.zendesk.com/hc/\"\n  },\n  \"about\": {\n    \"@type\": \"SoftwareApplication\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  }\n}\u003c/script\u003e\u003cscript id=\"ai-summary-script\"\u003e\n  //\u003c![CDATA[\n    const ai_summary_style = document.createElement('style');\n    ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;\n    document.head.appendChild(ai_summary_style);\n    \n    \n   const toggleAISummary = () =\u003e {\n      const summary = document.getElementById(\"docs-ai-summary-content\");\n      const upTriangle = document.getElementById(\"up-triangle\");\n      const downTriangle = document.getElementById(\"down-triangle\");\n     if (summary.style.display === \"none\") {\n       summary.style.display = \"block\";\n       upTriangle.style.display = \"none\";\n       downTriangle.style.display = \"inline\";\n     } else {\n       summary.style.display = \"none\";\n       upTriangle.style.display = \"inline\";\n       downTriangle.style.display = \"none\";\n     }\n    };\n   \n    document.getElementById(\"docs-ai-summary-toggle\").addEventListener(\"click\", toggleAISummary);\n  //]]\u003e\n\u003c/script\u003e\n\u003c/body\u003e","user_segment_ids":[],"snippet":"your automated \u003cem\u003eresolution\u003c/em\u003e usage on the automated \u003cem\u003eresolution\u003c/em\u003e platform (prior to \u003cem\u003eresolution tiers\u003c/em\u003e), which can help","result_type":"article","view_3days_count":null,"view_3days_count_window_ended_at":null},{"id":6958358659226,"url":"https://support.zendesk.com/api/v2/help_center/en-us/articles/6958358659226.json","html_url":"https://support.zendesk.com/hc/en-us/articles/6958358659226-Managing-usage-on-the-automated-resolution-platform-prior-to-resolution-tiers","author_id":1263082050629,"comments_disabled":true,"draft":false,"promoted":false,"position":3,"vote_sum":-7,"vote_count":9,"section_id":9744206416026,"created_at":"2024-03-24T22:41:35Z","updated_at":"2026-09-10T00:16:24Z","name":"Managing usage on the automated resolution platform (prior to resolution tiers)","title":"Managing usage on the automated resolution platform (prior to resolution tiers)","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-08-18T15:54:59Z","user_segment_id":null,"permission_group_id":1324079,"content_tag_ids":[],"label_names":["mt","ab0_ai_agents_essential"],"body":"\u003cbody\u003e\n\u003cp id=\"docs-hc-snippet\" style=\"display: none;\"\u003eZendesk measures your usage ofAI agentsandlegacy AI agentsby calculating the number ofautomated resolutionsyour account consumes each billing period. Automated resolutions apply to customer-facing AI agents functionality, not Copilot AI tools for human agents.\u003c/p\u003e\n\u003cdiv class=\"article-banners\"\u003e\n\u003cdiv id=\"docs-wmp-link\"\u003e\n\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"suite_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eAll Suites\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Growth, Professional, Enterprise, or Enterprise Plus\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"support_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eSupport\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Professional, or Enterprise\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\u003c/div\u003e\n\n\u003cdiv class=\"body\"\u003e\n\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note attention\" id=\"monitoring_ar_dashboard__note_zyk_4mt_fjc\"\u003e\n\u003cspan class=\"attentiontitle\"\u003e\u003c/span\u003e \u003cspan class=\"ph\"\u003eThis article describes the automated resolution platform in place prior\n                to May 18, 2026. Customers who are on this platform remain so until they move to\n                resolution tiers. For information about the resolution tier platform introduced on\n                May 18, 2026, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/9570369117338\" target=\"_blank\"\u003eAbout automated resolution tiers\u003c/a\u003e. You can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is\n                using\u003c/a\u003e.\u003c/span\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eZendesk measures your usage of \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690\" target=\"_blank\"\u003eAI agents\u003c/a\u003e and \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc\" target=\"_blank\"\u003elegacy AI agents\u003c/a\u003e by calculating the number of\n                \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\"\u003eautomated resolutions\u003c/a\u003e your account consumes each billing period. Automated\n            resolutions apply to customer-facing AI agents functionality, not Copilot AI tools for\n            human agents.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAll Zendesk Suite and Support plans include a baseline number of automated resolutions\n            based on your plan type. You can purchase additional resolutions, configure your account\n            to pause features when you reach your resolution limit, or pay overage charges to keep\n            features working.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article describes how to manage your account’s available automated resolutions on\n            the automated resolution platform (prior to resolution tiers). If you're not sure which\n            platform your account is using, you can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is using\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article contains the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_dashboard__ul_ow4_f2h_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_awx_qp1_ccc\"\u003eAvoiding automated resolution\n                        overage\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_e2z_sdh_bdc\"\u003eUnderstanding what happens when\n                        you reach your automated resolution limit\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eRelated articles:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_dashboard__ul_sdl_mwy_hcc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\"\u003eAbout automated resolutions for AI agents on the\n                    automated resolution platform (prior to resolution tiers).\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8922391373978\" target=\"_blank\"\u003eMonitoring usage on the automated resolution\n                    platform (prior to resolution tiers)\u003c/a\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_awx_qp1_ccc\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eAvoiding automated resolution overage\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"div\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eYou can configure your account on the automated resolution\n                        platform (prior to resolution tiers) to avoid automated resolution overage\n                        by increasing the number of automated resolutions available or updating your\n                        automated resolution usage settings to pause all AI agent capabilities when\n                        your automated resolution limit is reached.\u003c/p\u003e\nIf you want to ensure your\n                    account isn't consuming \u003cem class=\"ph i\"\u003eany\u003c/em\u003e automated resolutions, you can remove all\n                    capabilities related to AI agents. See \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7460877856026\" target=\"_blank\"\u003eTurning off automated resolution\n                        features\u003c/a\u003e.\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eThis section includes the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_awx_qp1_ccc__ul_apx_xj3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_iw3_b2h_bdc\"\u003eMaintaining or pausing functionality when you reach your automated resolution limit\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_g2n_q3x_4wb\"\u003eAdding automated resolutions to your subscription\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title3\" class=\"topic nested2\" id=\"topic_iw3_b2h_bdc\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title3\"\u003eMaintaining or pausing functionality when you reach your automated resolution limit \u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"div\"\u003eThe \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408822084634\" target=\"_blank\"\u003eaccount owner\u003c/a\u003e can choose how your\n                        account responds when you reach your automated resolution limit on the\n                        automated resolution platform (prior to resolution tiers), either allowing\n                        overage or pausing functionality.\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo update your overage setting on the\n                                automated resolution platform (prior to resolution tiers)\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_iw3_b2h_bdc__ol_clv_cl3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" id=\"topic_iw3_b2h_bdc__image_qjf_wk3_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eUsage \u0026gt; Overage\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003eSelect your automated resolution overage option:\u003cul class=\"ul\" id=\"topic_iw3_b2h_bdc__ul_vwk_lch_dkc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eMaintain functionality and allow overage \u003c/strong\u003e(default\n                                            setting), which lets AI agents continue to serve\n                                            customers after you exceed your account’s baseline or\n                                            purchased automated resolutions. When you select this\n                                            option, your account will be charged for \u003ca class=\"xref\" href=\"#topic_ptx_zdh_bdc\"\u003epay-as-you-go automated resolutions\u003c/a\u003e when you\n                                            reach your automated resolution limit.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003ePause functionality and don’t allow overage\u003c/strong\u003e,\n                                            which pauses AI agent functionality, preventing overage\n                                            charges. When you select this option, \u003ca class=\"xref\" href=\"#topic_wxf_zdh_bdc\"\u003eany\n                                                capabilities that require automated resolutions will\n                                                no longer function\u003c/a\u003e when you reach your\n                                            automated resolution limit, and more support requests\n                                            will be routed to live agents.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_iw3_b2h_bdc__image_wt1_jws_dcc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bot_overage_limit.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick \u003cstrong class=\"ph b\"\u003eSave\u003c/strong\u003e.\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title4\" class=\"topic nested2\" id=\"topic_g2n_q3x_4wb\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title4\"\u003eAdding automated resolutions to your subscription\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eYou can purchase additional automated resolutions for your account on the\n                    automated resolution platform (prior to resolution tiers). Increasing your\n                    account's available automated resolutions extends your AI agent's functionality.\n                    You will still be subject to \u003ca class=\"xref\" href=\"#topic_e2z_sdh_bdc\"\u003eoverage charges or capability interruption\u003c/a\u003e, based on your overage\n                    setting.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003ePurchasing additional automated resolutions adds a recurring order to\n                    your subscription. Automated resolutions do not roll over to the next billing\n                    period. To decrease or remove the additional automated resolutions from your\n                    subscription, contact \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\"\u003eZendesk Customer Support\u003c/a\u003e.\u003c/p\u003e\n\u003cdiv class=\"note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e If you have a sales-assisted account, reach out to your Zendesk account\n                    representative to make changes to your automated resolutions.\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003e To add automated resolutions to your subscription on the automated resolution\n                        platform (prior to resolution tiers)\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_g2n_q3x_4wb__ol_uks_d4n_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eBilling \u0026gt; Subscription\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the \u003cstrong class=\"ph b\"\u003eMore products\u003c/strong\u003e tab.\u003c/li\u003e\n\u003cli class=\"li\"\u003eUnder Automated resolutions, use the slider to select the number of\n                            automated resolutions you want to add to your account and click \u003cstrong class=\"ph b\"\u003eAdd\n                                to subscription\u003c/strong\u003e.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_g2n_q3x_4wb__image_pmz_gqn_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automated_resolutions_purchase.png\" width=\"500\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eConfirm the order, then click \u003cstrong class=\"ph b\"\u003eUpdate subscription\u003c/strong\u003e.\u003cp class=\"p\"\u003eThe\n                                automated resolutions are immediately available on your account. The\n                                order is added to your next billing invoice.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eIf you’ve purchased automated resolutions for your account and find you need\n                    more, you can increase the number of additional resolutions included in your\n                    recurring order.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo increase your additional automated resolutions on the automated resolution\n                        platform (prior to resolution tiers)\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_g2n_q3x_4wb__ol_ngp_v14_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eBilling \u0026gt; Subscription\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the \u003cstrong class=\"ph b\"\u003eMore products\u003c/strong\u003e tab.\u003c/li\u003e\n\u003cli class=\"li\"\u003eUnder Automated resolutions, use the slider to adjust the number of\n                            automated resolutions on your account and click \u003cstrong class=\"ph b\"\u003eUpdate\n                                subscription\u003c/strong\u003e.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_g2n_q3x_4wb__image_kcc_214_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automated_resolutions_order-page.png\" width=\"500\"\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003eThe additional\n                                automated resolutions are immediately available on your account. The\n                                increase is reflected on your next billing invoice.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_e2z_sdh_bdc\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title5\"\u003eUnderstanding what happens when you reach your automated resolution limit\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eYou can determine how your account is impacted when you exhaust your\n                available automated resolutions. You can choose to automatically pause features that\n                require automated resolutions, or to pay for overages as you go.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eThis section includes the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_e2z_sdh_bdc__ul_img_th3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_wxf_zdh_bdc\"\u003eAutomatically pausing AI agent features\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_ptx_zdh_bdc\"\u003eAccruing overage charges\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title6\" class=\"topic nested2\" id=\"topic_wxf_zdh_bdc\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title6\"\u003eAutomatically pausing AI agent features\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIf you choose to \u003ca class=\"xref\" href=\"#topic_awx_qp1_ccc\"\u003epause AI agent\n                        functionality\u003c/a\u003e to avoid overage charges, any AI agent capabilities you\n                    have configured will automatically stop functioning when you reach your\n                    automated resolution limit. Your capability configurations are not altered when\n                    paused and will automatically resume functioning when automated resolutions are\n                    again available for your account.\u003c/p\u003e\n\u003cp class=\"p\"\u003eFor legacy AI agents functionality, impacted capabilities might vary. See \u003ca class=\"xref\" href=\"#topic_dnb_vzg_dkc\"\u003eUnderstanding paused capabilities\n                        for legacy AI agents functionality\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title7\" class=\"topic nested3\" id=\"topic_dnb_vzg_dkc\"\u003e\n\u003ch4 class=\"title topictitle4\" id=\"ariaid-title7\"\u003eUnderstanding paused capabilities for legacy AI agents functionality (legacy)\u003c/h4\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIf you pause AI agent functionality to avoid overage charges, impacted AI\n                        agent capabilities depend on your legacy AI agents version:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_dnb_vzg_dkc__ul_p5l_xzg_dkc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAI agents - Essential for messaging\u003c/strong\u003e\u003cp class=\"p\"\u003eAI agent - Essential\n                                    capabilities, including legacy features standard responses,\n                                    generative replies and personas, and answers created in bot\n                                    builder, are paused on all channels. When paused, your AI agent\n                                    will respond only with the default messaging response. Active AI\n                                    agent conversations may be interrupted.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAll proactive\n                                    messages configured to respond with an AI agent are paused. When\n                                    automated resolutions are available for your account again,\n                                    you’ll need to manually reactivate them on the Proactive\n                                    messaging admin page.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAI agents - Essential for email\u003c/strong\u003e\u003cp class=\"p\" dir=\"ltr\"\u003eArticles are not\n                                    suggested in email notifications. In emails, the autoreply with\n                                    articles action will pause, but the rest of the actions within\n                                    the trigger will continue to run.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAI agents - Essential for web forms\u003c/strong\u003e\u003cp class=\"p\"\u003eArticles are not\n                                    suggested in web form notifications. In web forms, articles will\n                                    no longer be recommended after the customer has submitted the\n                                    web form.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eArticle recommendations (Web Widget Classic)\u003c/strong\u003e\u003cp class=\"p\"\u003eWeb Widget\n                                    Classic will stop suggesting articles in response to customer\n                                    messages. Customers can still access other features configured\n                                    for the channel, such as submitting a form or initiating a voice\n                                    chat.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title8\" class=\"topic nested2\" id=\"topic_ptx_zdh_bdc\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title8\"\u003eAccruing overage charges\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"div\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eIf you do not pause AI agent capabilities, you may exceed your\n                            allotted number of automated resolutions (including both the \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_fcr_sq4_jwb\" target=\"_blank\"\u003edefault resolutions included with\n                                your plan\u003c/a\u003e and any \u003ca class=\"xref\" href=\"#topic_g2n_q3x_4wb\"\u003eadditional purchased resolutions\u003c/a\u003e). \u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eWhen this happens, your AI agent capabilities will continue\n                            functioning as designed, and you will be billed for each automated\n                            resolution consumed over your allotted amount. For pricing information\n                            by plan, see the AI agents section in the \u003ca class=\"xref\" href=\"https://www.zendesk.com/pricing/#modal.pricing-table\" target=\"_blank\"\u003eplan comparison table\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cscript id=\"docs-schema-markup\" type=\"application/ld+json\"\u003e{\n  \"@context\": \"https://schema.org\",\n  \"@type\": \"TechArticle\",\n  \"@id\": \"https://support.zendesk.com/hc/en-us/articles/6958358659226\",\n  \"url\": \"https://support.zendesk.com/hc/en-us/articles/6958358659226\",\n  \"headline\": \"Managing usage on the automated resolution platform (prior to resolution tiers)\",\n  \"description\": \"You manage automated resolution usage on the pre-2026 platform by adding resolutions, choosing overage settings, or pausing AI agent features when limits are reached.\",\n  \"articleSection\": \"Automated resolutions\",\n  \"datePublished\": \"2024-03-24T22:41:35+00:00\",\n  \"dateModified\": \"2026-08-18T15:54:58.739283+00:00\",\n  \"inLanguage\": \"en\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https://support.zendesk.com/hc/en-us/articles/6958358659226\"\n  },\n  \"author\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"isPartOf\": {\n    \"@type\": \"WebSite\",\n    \"name\": \"Zendesk Help\",\n    \"@id\": \"https://support.zendesk.com/hc/\"\n  },\n  \"about\": {\n    \"@type\": \"SoftwareApplication\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\",\n    \"softwareAddOn\": {\n      \"@type\": \"SoftwareApplication\",\n      \"name\": \"AI agents\",\n      \"@id\": \"https://support.zendesk.com/hc/en-us/sections/8988994355994\"\n    }\n  }\n}\u003c/script\u003e\n\u003c/body\u003e","user_segment_ids":[],"snippet":"available automated \u003cem\u003eresolutions\u003c/em\u003e on the automated \u003cem\u003eresolution\u003c/em\u003e platform (prior to \u003cem\u003eresolution tiers\u003c/em\u003e). If you're not sure","result_type":"article","view_3days_count":null,"view_3days_count_window_ended_at":null}]}

== SECTION 2: keyless users/me.json, the 2026-09-12 measurement of this entry re-run today
$ curl -sS -D- -A '<UA>' https://support.zendesk.com/api/v2/users/me.json
HTTP/1.1 200 Connection Established

HTTP/2 200 
date: Thu, 24 Sep 2026 12:06:51 GMT
content-type: application/json; charset=utf-8
server: cloudflare
nel: {"report_to":"cf-nel","success_fraction":0.01,"max_age":604800}
x-zendesk-api-version: v2
x-zendesk-application-version: v26691
x-content-type-options: nosniff
x-frame-options: SAMEORIGIN
access-control-expose-headers: X-Zendesk-API-Warn
vary: origin, Accept-Encoding
x-rate-limit: 10000
ratelimit-limit: 10000
x-rate-limit-remaining: 9919
ratelimit-remaining: 9919
ratelimit-reset: 9
strict-transport-security: max-age=31536000; includeSubDomains
etag: W/"bfb39fd80eef15f2a6e619d7874564c3"
cache-control: max-age=0, private, must-revalidate
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
x-zendesk-origin-server: classic-app-server-77dbd7dcb-d4shc
x-request-id: a401aa5a3b585e1e-BOS
x-runtime: 0.041336
x-envoy-upstream-service-time: 44
x-request-validation: matched
x-openapi-route-path: /api/v2/users/me
zendesk-service: classic
x-zendesk-zorg: yes
report-to: {"group":"cf-nel","max_age":604800,"endpoints":[{"url":"https://a.nel.cloudflare.com/report/v4?s=N7E%2BPRP1%2FgU28sgYpADZKBlwBKOJLqySRK4CKNBhDPG7FHJXGYjMQHpr1qwNDgRi250yhSzAgpcu%2FEqCTEoWa3YhEUjcMhLrrBAWOwFaiTjCW0egUNXQDufwEo69gQgpyehmP5M%3D"}]}
via: zorg
x-envoy-decorator-operation: /api/v2/users
cf-cache-status: DYNAMIC
cf-ray: a401aa5a3b585e1e-BOS

{"user":{"id":null,"url":null,"name":"Anonymous user","email":"invalid@example.com","created_at":null,"updated_at":null,"time_zone":"Central Time (US & Canada)","iana_time_zone":"America/Chicago","phone":null,"shared_phone_number":null,"photo":null,"locale_id":1,"locale":"en-US","organization_id":null,"role":"end-user","verified":false,"authenticity_token":"[REDACTED by the filer: a CSRF token the server minted for this anonymous request. It grants nothing here and is not reused; the 200 and the \"Anonymous user\" object above are the whole finding.]"}}

== SECTION 3: the pricing page, headers only (the source of the seat prices quoted in the entry)
$ curl -sS -D- -o /dev/null -A '<UA>' https://www.zendesk.com/pricing/
HTTP/1.1 200 Connection Established

HTTP/2 200 
date: Thu, 24 Sep 2026 12:06:51 GMT
content-type: text/html; charset=utf-8
x-content-type-options: nosniff
server: cloudflare
link: <https://web-assets.zendesk.com>; rel=preconnect, </scripts/adobe-websdk.js>; rel=preload; as=script
cache-control: public, max-age=3600
nc: T
strict-transport-security: max-age=0; preload
content-security-policy: default-src * wss://*.zopim.com 'unsafe-inline' 'unsafe-eval'; frame-ancestors 'self' *.zendesk.com *.zendesk.co.jp *.zendesk.co.uk *.zendesk.com.br *.zendesk.com.mx *.zendesk.de *.zendesk.es *.zendesk.fr *.zendesk.kr *.zendesk.nl *.zendesk.tw *.zendesk.hk staging500.resultsbydesign.com zendesk.ddev.site; font-src * data:; img-src * blob: data:; media-src * blob:;worker-src 'self' blob:
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
vary: accept-encoding
age: 2640
last-modified: Thu, 24 Sep 2026 11:22:50 GMT
expires: Thu, 24 Sep 2026 13:06:51 GMT
cf-cache-status: HIT
cf-ray: a401aa5e89b93535-BOS


== SECTION 4: the article the pricing FAQ links for automated resolutions, headers only. Note the 301 and the title it lands on.
$ curl -sSL -D- -o /dev/null -A '<UA>' 'https://support.zendesk.com/hc/en-us/articles/5352026794010-About-automated-resolutions-for-AI-agents'
HTTP/1.1 200 Connection Established

HTTP/2 301 
date: Thu, 24 Sep 2026 12:06:53 GMT
content-type: text/html; charset=utf-8
location: https://support.zendesk.com/hc/en-us/articles/5352026794010-About-the-automated-resolutions-platform-prior-to-resolution-tiers
server: cloudflare
nel: {"report_to":"cf-nel","success_fraction":0.01,"max_age":604800}
report-to: {"group":"cf-nel","max_age":604800,"endpoints":[{"url":"https://a.nel.cloudflare.com/report/v4?s=YIJYkVewzIPodm4D5K2nSTSPVs8wnDTQYD7G6pnEGj%2BqwJCzXK3I1nyzJ75T2mCvkojWEi23g%2FF6%2BVcM%2FDeZdfofE25R9WjsES69udmobYqYPUu49m2sHSRHWQOYMnpAvl8jFPc%3D"}]}
x-ua-compatible: IE=edge
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
content-language: en-us
x-frame-options: SAMEORIGIN
strict-transport-security: max-age=31536000; includeSubDomains
x-zendesk-origin-server: app-server-677c59b4fc-5hsd5
cache-control: no-cache
x-request-id: a401aa65bbecf5c2-CMH
x-runtime: 0.039915
x-envoy-upstream-service-time: 43
zendesk-service: help-center
x-zendesk-zorg: yes
protocol: HTTP/1.1 always
via: zorg
x-envoy-decorator-operation: /hc
cf-cache-status: BYPASS
cf-ray: a401aa65bbecf5c2-BOS

HTTP/2 200 
date: Thu, 24 Sep 2026 12:06:53 GMT
content-type: text/html; charset=utf-8
server: cloudflare
nel: {"report_to":"cf-nel","success_fraction":0.01,"max_age":604800}
x-ua-compatible: IE=edge
age: 159
content-language: en-us
x-frame-options: SAMEORIGIN
accept-ranges: bytes
report-to: {"group":"cf-nel","max_age":604800,"endpoints":[{"url":"https://a.nel.cloudflare.com/report/v4?s=9z0v%2BnA8xcbjYCNfJZ1PAMXF7tQU1AZSiiwvAz4HFFSISLOICNCq9Z9K8d%2Fov%2Bg7PXANI3%2BT8vwJiHHWMua4lowvFt4USq0n1PEIaJMi9Xtmqlwh5WfrRe4FxO11FDU3LrEEWeA%3D"}]}
vary: Accept
cache-control: max-age=0, public
strict-transport-security: max-age=31536000; includeSubDomains
x-zendesk-origin-server: app-server-7b7cdc95c6-9hm5l
x-request-id: a3f99f5e6f2e50a3-CMH
x-runtime: 0.205968
x-envoy-upstream-service-time: 210
zendesk-service: help-center
x-zendesk-zorg: yes
protocol: HTTP/1.1 always
via: zorg
x-envoy-decorator-operation: /hc
cf-cache-status: HIT
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
cf-ray: a401aa676f11f5c2-BOS


== SECTION 5: the current tiers article, headers only
$ curl -sS -D- -o /dev/null -A '<UA>' 'https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers'
HTTP/1.1 200 Connection Established

HTTP/2 200 
date: Thu, 24 Sep 2026 12:06:54 GMT
content-type: text/html; charset=utf-8
server: cloudflare
nel: {"report_to":"cf-nel","success_fraction":0.01,"max_age":604800}
x-ua-compatible: IE=edge
age: 155
content-language: en-us
x-frame-options: SAMEORIGIN
accept-ranges: bytes
report-to: {"group":"cf-nel","max_age":604800,"endpoints":[{"url":"https://a.nel.cloudflare.com/report/v4?s=5N7xHj5yQ%2FTIBN8RQoOAvlsBtsGZdknFtJgB0u7CRefu%2FgiS7XDHPZALtgqYsHDuf%2B2mncU%2BKwJYyC%2Ba%2Ffi4po91nL8qie1lE6V3rxtytucnXqmCi%2B77vnIz6O8BbDifpwy0N6Y%3D"}]}
vary: Accept
cache-control: max-age=0, public
strict-transport-security: max-age=31536000; includeSubDomains
x-zendesk-origin-server: app-server-7b7cdc95c6-96zqh
x-request-id: a3f9b83eba22ff5b-EWR
x-runtime: 0.164886
x-envoy-upstream-service-time: 168
zendesk-service: help-center
x-zendesk-zorg: yes
protocol: HTTP/1.1 always
via: zorg
x-envoy-decorator-operation: /hc
cf-cache-status: HIT
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
cf-ray: a401aa6d1bf283c3-BOS


== SECTION 6 (appended 2026-09-24T18:04:59Z, after the reviewer's change request on PR #155): the published command, re-run with NO custom User-Agent. Correction to the preamble of SECTION 1 above: it says "the UA above substituted for <UA>" and nothing above it names a UA; the value sent at 12:06Z was never recorded in this file, which is why reproducibility.command now carries no -A at all. This section is the exact command the record publishes and its whole answer, with curl's default User-Agent. Same status, same count (901), and the same x-rate-limit-remaining (8781) as at 12:06Z, six hours later, with cf-cache-status REVALIDATED, and the 12:06Z answer itself carried cf-cache-status HIT: so whether an anonymous request draws down the instance's budget is NOT established by this pair of requests, and the record no longer says it is.
$ curl -sS -D- 'https://support.zendesk.com/api/v2/help_center/articles/search.json?query=resolution+tiers&per_page=3'
HTTP/1.1 200 Connection Established

HTTP/2 200 
date: Thu, 24 Sep 2026 18:04:59 GMT
content-type: application/json; charset=utf-8
server: cloudflare
nel: {"report_to":"cf-nel","success_fraction":0.01,"max_age":604800}
x-ua-compatible: IE=edge
x-envoy-decorator-operation: /api/v2/help_center/
x-zendesk-api-version: v2
x-frame-options: SAMEORIGIN
via: zorg
etag: W/"f90334ab8282435aca37e29f86facb36"
access-control-allow-origin: *
access-control-expose-headers: X-Zendesk-API-Warn
cache-control: max-age=0, public
x-rate-limit: 10000
x-rate-limit-remaining: 8781
strict-transport-security: max-age=31536000; includeSubDomains
x-zendesk-origin-server: app-server-677c59b4fc-8f98x
x-request-id: a401a9d96e6faa97-EWR
x-runtime: 0.127308
x-envoy-upstream-service-time: 131
x-request-validation: matched
x-openapi-route-path: /api/v2/help_center/articles/search
zendesk-service: help-center
x-zendesk-zorg: yes
protocol: HTTP/1.1 always
report-to: {"group":"cf-nel","max_age":604800,"endpoints":[{"url":"https://a.nel.cloudflare.com/report/v4?s=AFQOlBayJ%2F5oquCDvfgSAzkBTDyWURTRHv1KHyOcOj3ZLXdlD8f0br6pwy6KBDnL%2BBcDsS0Z5Q0He60WDwKtMO4WcT0O0Piv1JeIl90aR0NCNgLpMEhz%2BdaFtEOZZLMG46cors0%3D"}]}
vary: Accept-Encoding
cf-cache-status: REVALIDATED
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
set-cookie: [REDACTED by the filer: a session cookie. Nothing in this record depends on it; every request above was sent with no cookie jar and no credential.]
cf-ray: a403b6f88902586a-BOS

{"count":901,"next_page":"https://support.zendesk.com/api/v2/help_center/articles/search.json?page=2\u0026per_page=3\u0026query=resolution+tiers","page":1,"page_count":301,"per_page":3,"previous_page":null,"results":[{"id":9570369117338,"url":"https://support.zendesk.com/api/v2/help_center/en-us/articles/9570369117338.json","html_url":"https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers","author_id":1264158222289,"comments_disabled":false,"draft":false,"promoted":false,"position":9,"vote_sum":0,"vote_count":0,"section_id":9744206416026,"created_at":"2025-08-06T17:31:11Z","updated_at":"2026-09-10T00:16:50Z","name":"About automated resolution tiers","title":"About automated resolution tiers","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-08-24T19:45:36Z","user_segment_id":null,"permission_group_id":1324079,"content_tag_ids":[],"label_names":["do_not_archive"],"body":"\u003cbody\u003e\n\u003cp id=\"docs-hc-snippet\" style=\"display: none;\"\u003eAutomated 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.\u003c/p\u003e\n\u003cdiv class=\"article-banners\"\u003e\n\u003cdiv id=\"docs-wmp-link\"\u003e\n\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"suite_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eAll Suites\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Growth, Professional, Enterprise, or Enterprise Plus\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\u003c/div\u003e\n\n\u003cdiv class=\"body\"\u003e\n\n\u003cdiv class=\"note attention\" id=\"all_resolution_tiers__note_r4x_2vh_53c\"\u003e\n\u003cspan class=\"attentiontitle\"\u003e\u003c/span\u003e This article describes the automated resolution\n            tiers that were introduced on May 18, 2026. \u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cem class=\"ph i\"\u003eAutomated resolutions\u003c/em\u003e are the unit of measurement used for calculating and billing\n            your account for \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690\" target=\"_blank\"\u003eAI agent\u003c/a\u003e usage. Paying per automated resolution means you\n            pay only for customer requests that were successfully resolved by an AI agent, without\n            any escalation to a human agent.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAutomated resolutions are grouped into tiers that reflect the value the AI agent\n            provided. Your account is automatically credited with a resolution allowance, from which\n            the cost of the automated resolutions is drawn.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_n4j_sth_53c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eUnderstanding the automated resolution tiers\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eAutomated resolutions are grouped into tiers. These tiers ensure you don’t overpay\n                for straightforward tasks, while accurately reflecting the value of more complex\n                resolutions.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThe table below describes the automated resolution tiers.\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"tablenoborder\"\u003e\n\u003ctable border=\"1\" cellpadding=\"4\" cellspacing=\"0\" class=\"table\" frame=\"border\" id=\"topic_n4j_sth_53c__table_upl_35h_53c\" rules=\"all\" summary=\"\"\u003e\n\u003ccolgroup\u003e\n\u003ccol\u003e\n\u003ccol\u003e\n\u003ccol\u003e\n\u003c/colgroup\u003e\n\u003ctbody class=\"tbody\"\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003e\u003cstrong class=\"ph b\"\u003eTier name\u003c/strong\u003e\u003c/td\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003e\u003cstrong class=\"ph b\"\u003eDescription\u003c/strong\u003e\u003c/td\u003e\n\u003ctd class=\"entry cell-norowborder\" style=\"vertical-align:top;\"\u003e\u003cstrong class=\"ph b\"\u003eHow this tier is measured\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eAssisted escalation\u003c/td\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eThe AI agent contributed to the interaction before a human\n                                    agent completed the resolution. This tier does not count against\n                                    your resolution allowance.\u003c/td\u003e\n\u003ctd class=\"entry cell-norowborder\" style=\"vertical-align:top;\"\u003eThe AI agent may have collected some data, authenticated the\n                                    customer, or provided routing assistance, but ultimately the\n                                    conversation was still escalated to a human agent to be\n                                    resolved.\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eContained resolution\u003c/td\u003e\n\u003ctd class=\"entry nocellnorowborder\" style=\"vertical-align:top;\"\u003eThe AI agent handled the interaction to completion without\n                                    the customer requesting further assistance. This tier does not\n                                    count against your resolution allowance.\u003c/td\u003e\n\u003ctd class=\"entry cell-norowborder\" style=\"vertical-align:top;\"\u003eThe AI agent responded to a customer’s question, and the\n                                    customer did not do any of the following: \u003cul class=\"ul\" id=\"topic_n4j_sth_53c__ul_q2d_jzw_x3c\"\u003e\n\u003cli class=\"li\"\u003eRequest further clarification.\u003c/li\u003e\n\u003cli class=\"li\"\u003eProvide feedback on the AI agent’s answer.\u003c/li\u003e\n\u003cli class=\"li\"\u003eAsk to speak to a human.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eWhen the conversation\n                                        ends, a verification process is performed by a large\n                                        language model (LLM) that evaluates the text of the\n                                        conversation to confirm that the customer’s request was\n                                        satisfactorily resolved. Conversations that don’t pass this\n                                        verification are considered a Contained\n                                    resolution.\u003c/p\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr class=\"row\"\u003e\n\u003ctd class=\"entry row-nocellborder\" style=\"vertical-align:top;\"\u003eVerified resolution\u003c/td\u003e\n\u003ctd class=\"entry row-nocellborder\" style=\"vertical-align:top;\"\u003eThe AI agent successfully resolved the interaction.\u003c/td\u003e\n\u003ctd class=\"entry cellrowborder\" style=\"vertical-align:top;\"\u003eThe AI agent responded to a customer’s question, and the\n                                    customer did not request further assistance.\u003cp class=\"p\" dir=\"ltr\"\u003eWhen the conversation ends, a\n                                        verification process is performed by an LLM that evaluates\n                                        the text of the conversation to confirm that the customer’s\n                                        request was satisfactorily resolved. Conversations that pass\n                                        this verification are considered a Verified\n                                    resolution.\u003c/p\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eWhen a conversation is considered ended depends on the channel it happens on: \u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_n4j_sth_53c__ul_pml_whw_3kc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eEmail\u003c/strong\u003e: The conversation ends 72 hours after the last email in the\n                    conversation. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eMessaging\u003c/strong\u003e: By default, the conversation ends 2 hours after the last\n                    message in the conversation, though this can be increased up to 72 hours. For\n                    assistance increasing the conversation end time for messaging, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\"\u003econtact Zendesk customer support\u003c/a\u003e. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eVoice\u003c/strong\u003e: The conversation ends immediately upon hangup. \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cscript id=\"docs-schema-markup\" type=\"application/ld+json\"\u003e{\n  \"@context\": \"https://schema.org\",\n  \"@type\": \"TechArticle\",\n  \"@id\": \"https://support.zendesk.com/hc/en-us/articles/9570369117338\",\n  \"url\": \"https://support.zendesk.com/hc/en-us/articles/9570369117338\",\n  \"headline\": \"About automated resolution tiers\",\n  \"description\": \"You learn how automated resolution tiers classify AI agent outcomes and how conversation end timing determines whether a resolution is billed or counted.\",\n  \"articleSection\": \"Automated resolutions\",\n  \"datePublished\": \"2025-08-06T17:31:11+00:00\",\n  \"dateModified\": \"2026-08-24T19:45:35.405031+00:00\",\n  \"inLanguage\": \"en\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https://support.zendesk.com/hc/en-us/articles/9570369117338\"\n  },\n  \"author\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"isPartOf\": {\n    \"@type\": \"WebSite\",\n    \"name\": \"Zendesk Help\",\n    \"@id\": \"https://support.zendesk.com/hc/\"\n  },\n  \"about\": {\n    \"@type\": \"SoftwareApplication\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\",\n    \"softwareAddOn\": {\n      \"@type\": \"SoftwareApplication\",\n      \"name\": \"AI agents\",\n      \"@id\": \"https://support.zendesk.com/hc/en-us/sections/8988994355994\"\n    }\n  }\n}\u003c/script\u003e\n\u003c/body\u003e","user_segment_ids":[],"snippet":"Understanding the automated \u003cem\u003eresolution tiers\u003c/em\u003e Automated \u003cem\u003eresolutions\u003c/em\u003e are grouped into \u003cem\u003etiers\u003c/em\u003e. These \u003cem\u003etiers\u003c/em\u003e ensure you don’t overpay","result_type":"article","view_3days_count":null,"view_3days_count_window_ended_at":null},{"id":8922391373978,"url":"https://support.zendesk.com/api/v2/help_center/en-us/articles/8922391373978.json","html_url":"https://support.zendesk.com/hc/en-us/articles/8922391373978-Monitoring-usage-on-the-automated-resolution-platform-prior-to-resolution-tiers","author_id":1263082050629,"comments_disabled":false,"draft":false,"promoted":false,"position":2,"vote_sum":1,"vote_count":1,"section_id":9744206416026,"created_at":"2025-02-20T06:03:45Z","updated_at":"2026-09-10T00:16:43Z","name":"Monitoring usage on the automated resolution platform (prior to resolution tiers)","title":"Monitoring usage on the automated resolution platform (prior to resolution tiers)","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-09-01T19:17:59Z","user_segment_id":null,"permission_group_id":1324079,"content_tag_ids":[],"label_names":["mt"],"body":"\u003cbody\u003e\n\u003cp id=\"docs-hc-snippet\" style=\"display: none;\"\u003eYou can track yourautomated resolutionusage on the automated resolution platform (prior to resolution tiers), which can help you determine whether your plan-based automated resolution baseline meets your needs. When you are near your automated resolution limit, you'll be alerted in Admin Center and your billing admin will receive an email notification.\u003c/p\u003e\n\u003cdiv class=\"article-banners\"\u003e\n\u003cdiv id=\"docs-wmp-link\"\u003e\n\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"suite_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eAll Suites\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Growth, Professional, Enterprise, or Enterprise Plus\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"support_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eSupport\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Professional, or Enterprise\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\u003c/div\u003e\n\u003cdiv id=\"docs-ai-summary\"\u003e\n\u003cp id=\"docs-ai-summary-toggle\"\u003e\n    Verified AI summary \u003cspan id=\"up-triangle\"\u003e◀\u003c/span\u003e\u003cspan id=\"down-triangle\"\u003e▼\u003c/span\u003e\n\u003c/p\u003e\n\u003cp id=\"docs-ai-summary-content\"\u003e\n    Monitor your automated resolution usage to ensure it aligns with your plan.\n    Use the dashboard to track daily usage and forecast future needs. Alerts\n    notify you when nearing limits, with details available at both conversation\n    and account levels. Stay informed with usage banners and email notifications,\n    and adjust configurations as needed to manage your resolution allowance effectively.\n  \u003c/p\u003e\n\u003c/div\u003e\n\n\u003cdiv class=\"body\"\u003e\n\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note attention\" id=\"monitoring_ar_usage__note_zyk_4mt_fjc\"\u003e\n\u003cspan class=\"attentiontitle\"\u003e\u003c/span\u003e \u003cspan class=\"ph\"\u003eThis article describes the automated resolution platform in place prior\n                to May 18, 2026. Customers who are on this platform remain so until they move to\n                resolution tiers. For information about the resolution tier platform introduced on\n                May 18, 2026, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/9570369117338\" target=\"_blank\"\u003eAbout automated resolution tiers\u003c/a\u003e. You can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is\n                using\u003c/a\u003e.\u003c/span\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eYou can track your \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\"\u003eautomated resolution\u003c/a\u003e usage on the automated\n            resolution platform (prior to resolution tiers), which can help you determine whether\n            your plan-based automated resolution baseline meets your needs. When you are near your\n            automated resolution limit, you'll be alerted in Admin Center and your billing admin\n            will receive an email notification.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article describes how to monitor automated resolutions usage on the automated\n            resolution platform (prior to resolution tiers). If you're not sure which platform your\n            account is using, you can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is using\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article contains the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_usage__ul_pbh_bzw_k2c\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_s32_rww_k2c\"\u003eViewing the Automated resolutions dashboard\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_skx_tdh_g3c\"\u003eMonitoring automated resolutions at the ticket level\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_uyw_rww_k2c\"\u003eMonitoring automated resolutions at the conversation level\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_qgd_sww_k2c\"\u003eMonitoring automated resolutions at the account\n                        level\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_dfj_sww_k2c\"\u003eViewing automated resolution usage banners\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_arl_hfy_g3c\"\u003eForecasting automated resolution usage\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eRelated articles:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_usage__ul_sdl_mwy_hcc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\"\u003eManaging your automated resolutions on the\n                    automated resolution platform (prior to resolution tiers)\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_s32_rww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eViewing the Automated resolutions dashboard\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eThe Automated resolutions dashboard provides a look into how many automated\n                resolutions you use on the automated resolution platform (prior to resolution\n                tiers). The dashboard can help you determine how well your AI agents resolve\n                customer support requests and whether you should change your current configurations.\n                This information can also help you forecast your future automated resolution\n                needs.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo view the Automated resolutions usage dashboard\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_s32_rww_k2c__ul_npg_nmc_g2c\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" id=\"topic_s32_rww_k2c__image_vvv_r33_bbc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eUsage \u0026gt; Automated resolutions\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cimg class=\"image img-screenshot\" id=\"topic_s32_rww_k2c__image_hxq_grh_ccc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar_dashboard-viewonly.png\" width=\"600\"\u003e\n\u003cp class=\"p\"\u003eThe dashboard includes basic information about your automated resolution usage.\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_s32_rww_k2c__ul_t1q_hbm_1bc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eOverview\u003c/strong\u003e\n\u003cul class=\"ul\" id=\"topic_s32_rww_k2c__ul_ypy_vf3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAllowance usage\u003c/strong\u003e displays the percentage of automated resolutions\n                            used in the current billing period.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAutomated resolutions\u003c/strong\u003e displays the number of automated\n                            resolutions used in the current billing period.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eUsage details\u003c/strong\u003e displays a chart tracking the number of automated\n                    resolutions used per day for the selected time period. Use the drop-down menus\n                    to change the time span covered in the breakdown, as defined in \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb\" target=\"_blank\"\u003eUnderstanding how automated resolutions are\n                        measured\u003c/a\u003e, and to display usage by type of automated resolution used,\n                    or to group types together.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eShow cumulative\u003c/strong\u003e toggles on or off the aggregate of usage for the\n                    subscription term.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003eThe dashboard only displays data on \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb\" target=\"_blank\"\u003econfirmed automated resolutions\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eFrom the dashboard, you can access the page to \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\"\u003emanage your automated resolution overage setting\u003c/a\u003e and\n                    \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_g2n_q3x_4wb\" target=\"_blank\"\u003eadd automated resolutions to your\n                account\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title3\" class=\"topic nested1\" id=\"topic_skx_tdh_g3c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title3\"\u003eMonitoring automated resolutions at the ticket level\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eTickets include helpful indicators when an automated resolution is consumed on the\n                automated resolution platform (prior to resolution tiers), including a ticket field\n                and an entry in the events view.\u003c/p\u003e\n\u003cp class=\"p\"\u003eDeleting a ticket with a Resolution type value of Automated doesn’t undo the\n                consumption of an automated resolution.\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cstrong class=\"ph b\"\u003eTo view automated resolution indicators in a ticket\u003c/strong\u003e\u003col class=\"ol\" id=\"topic_skx_tdh_g3c__ol_ulv_1d4_fkc\"\u003e\n\u003cli class=\"li\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\"\u003eSupport\u003c/a\u003e, open a ticket.\u003c/li\u003e\n\u003cli class=\"li\"\u003eView the Resolution type field, which lists Automated as the value when an\n                        automated resolution is consumed. \u003cp class=\"p\"\u003eThe Resolution type field can be used\n                            when \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408821589530\" target=\"_blank\"\u003ecreating custom\n                        reports\u003c/a\u003e.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the events icon ( \u003cimg class=\"image\" id=\"topic_skx_tdh_g3c__image_u2r_2h4_fkc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_events_icon.png\"\u003e) in the conversation header to\n                        view the date and time the automated resolution occurred.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_skx_tdh_g3c__image_y2c_vh4_fkc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_resolution_type_ticket_field.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title4\" class=\"topic nested1\" id=\"topic_uyw_rww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title4\"\u003eMonitoring automated resolutions at the conversation level\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eAt the conversation level, automated resolutions on the automated resolution platform\n                (prior to resolution tiers) are indicated in the \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357749580186\" target=\"_blank\"\u003eConversation Logs\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_uyw_rww_k2c__image_txt_cxw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_in_convo_log.png\" width=\"350\"\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo view a conversation’s automated resolution verification details \u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_uyw_rww_k2c__ol_qf2_nxw_k2c\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn the AI agents workspace, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc\" target=\"_blank\"\u003eselect the AI agent\u003c/a\u003e you want to work\n                with.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cspan class=\"ph\"\u003eClick \u003cimg class=\"image\" id=\"topic_uyw_rww_k2c__image_e2v_qxf_y3c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eConversation logs\u003c/strong\u003e in the sidebar.\u003c/span\u003e\u003cp class=\"p\"\u003eA list of conversations appears for the default time frame (the\n                            past 7 days). If you don’t see any conversations, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c\" target=\"_blank\"\u003eadjust the time\n                        frame\u003c/a\u003e.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e(For messaging AI agents only) Toggle the \u003cstrong class=\"ph b\"\u003eStatus\u003c/strong\u003e / \u003cstrong class=\"ph b\"\u003eCustom\n                            resolutions\u003c/strong\u003e setting at the bottom to switch between showing either\n                        the conversation status or custom resolution values.\u003c/li\u003e\n\u003cli class=\"li\"\u003eFrom the list, select a conversation with the automated resolution icon\n                            (\u003cimg class=\"image\" height=\"16\" id=\"topic_uyw_rww_k2c__image_mnq_1yw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png\" width=\"16\"\u003e).\u003cp class=\"p\"\u003eThe automated\n                            resolution icon (\u003cimg class=\"image\" height=\"16\" id=\"topic_uyw_rww_k2c__image_uqk_www_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png\" width=\"16\"\u003e) appears beside any\n                            conversation that consumes an automated resolution. Additionally, you\n                            can drill into a specific conversation to see an explanation of the\n                            automated resolution verification.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick \u003cstrong class=\"ph b\"\u003eDetails\u003c/strong\u003e.\u003cp class=\"p\"\u003eIn the Conversation Overview panel that opens on the\n                            right, the Automated resolution section includes an\n                                explanation.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_uyw_rww_k2c__image_zr4_fyw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eobp_conversation_overview_verified.png\" width=\"350\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_qgd_sww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title5\"\u003eMonitoring automated resolutions at the account level\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"bodydiv\"\u003e\n\u003cp class=\"p\"\u003eAt the account level, automated resolutions on the automated resolution platform\n                    (prior to resolution tiers) are reported in the Reporting dashboard. This\n                    dashboard includes automated resolutions reporting that shows your automated\n                    resolutions usage at the account level. For details, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/9510024609178\" target=\"_blank\"\u003eAnalyzing advanced AI agent performance with\n                        the reporting dashboard\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_qgd_sww_k2c__image_yw3_kyw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_performance.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title6\" class=\"topic nested1\" id=\"topic_dfj_sww_k2c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title6\"\u003eViewing automated resolution usage banners \u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eOn AI agent pages in Admin Center, overage warning banners notify you when you’ve\n                used 80% of your automated resolutions on the automated resolution platform (prior\n                to resolution tiers), and the banners update when you’ve used 100%. Banners include\n                basic information about what happens when you reach your limit based on your \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\"\u003eautomated resolution overage setting\u003c/a\u003e to either maintain\n                functionality and allow overage or pause functionality and not allow overage.\u003c/p\u003e\n\u003cp class=\"p\"\u003eYou can't dismiss these banners and they will remain visible until\n                automated resolutions are again available for your account when your billing cycle\n                resets or you purchase additional automated resolutions.\u003c/p\u003e\n\u003cp class=\"p\"\u003eOverage warning banners appear on related Admin Center pages,\n                including:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_dfj_sww_k2c__ul_hps_qyw_k2c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cp class=\"p\"\u003eThe parent AI agents page, as well as the following child\n                            pages: \u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_dfj_sww_k2c__ul_rpv_ryw_k2c\"\u003e\n\u003cli class=\"li\"\u003eAI agents for messaging\n                                \u003c/li\u003e\n\u003cli class=\"li\"\u003eAI agents for email and web form \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eThe Resolution usage dashboard \u003c/li\u003e\n\u003cli class=\"li\"\u003eThe Web Widget (Classic) page (for some legacy configurations)\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eOverage warning banners also appear on every page in AI agents.\u003c/p\u003e\n\u003cp class=\"p\"\u003eIf you choose to \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_iw3_b2h_bdc\" target=\"_blank\"\u003epause AI agent functionality\u003c/a\u003e when you\n                reach your automated resolution limit, notifications will appear on the admin pages\n                for each of the paused capabilities.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAdditionally, your account owner and billing admin will receive an email notification\n                when you've used 80% of your automated resolutions, and again when you've used 100%. \u003c/p\u003e\n\u003cdiv class=\"note\" id=\"topic_dfj_sww_k2c__note_ixn_b1w_kkc\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e To help you manage automated resolutions, you can configure\n                the email notifications that admins receive to track automated resolution usage. See\n                    \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/11184597562394\" target=\"_blank\"\u003eManaging usage notifications for automated\n                    resolutions\u003c/a\u003e.\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title7\" class=\"topic nested1\" id=\"topic_arl_hfy_g3c\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title7\"\u003eForecasting automated resolution usage\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eThe Forecast tab in the Resolution usage dashboard helps you understand how your\n                current usage trends could impact your allowance on the automated resolution\n                platform (prior to resolution tiers).\u003c/p\u003e\n\u003cp class=\"p\"\u003eForecasted values are estimates based on past usage. Continue to monitor your usage\n                using the suggestions included in this article.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_arl_hfy_g3c__image_zc3_k3h_k3c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/resolution_dashboard-forecast_tab.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis section includes the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_arl_hfy_g3c__ul_nnw_p31_k3c\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_wrs_q31_k3c\"\u003eThe Forecast tab\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_utx_q31_k3c\"\u003eHow forecasting calculations work\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_iqr_r31_k3c\"\u003eForecasting scenarios\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title8\" class=\"topic nested2\" id=\"topic_wrs_q31_k3c\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title8\"\u003eThe Forecast tab\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eThe Forecast tab includes the following information:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_wrs_q31_k3c__ul_cyy_yj1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eForecast metrics\u003c/strong\u003e are at the top of the tab. \u003cul class=\"ul\" id=\"topic_wrs_q31_k3c__ul_dyy_yj1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eCurrent average daily use\u003c/strong\u003e shows your projected daily usage,\n                                based on the last 7 to 30 days. The forecast uses a moving average of your\n                                recent usage, excluding today’s usage. A minimum of 7 calendar days\n                                of usage history is required to generate a forecast. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eWhat you might use by renewal\u003c/strong\u003e estimates your total projected\n                                usage by the end of your current allowance cycle. If this number\n                                exceeds your total allowance, the forecast will show how far over your limit\n                                you’re projected to go. \u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eWhen you could reach your limit\u003c/strong\u003e If your projected usage\n                                exceeds your allowance during the current cycle, the forecast displays the\n                                estimated date your allowance may be exhausted, the number of days\n                                until that point and a warning indicator if there is a high chance\n                                you will exceed your limit \u003c/li\u003e\n\u003cli class=\"li\"\u003eForecast usage chart shows your activity over time. Actual usage is\n                                in blue, forecasted usage is in grey, and your total allowance is a\n                                black vertical line.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title9\" class=\"topic nested2\" id=\"topic_utx_q31_k3c\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title9\"\u003eHow forecasting calculations work\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eTo forecast your automated resolution usage, metrics from across your account are\n                    considered. In this section, we’ll list the information we look at and describe\n                    how it’s used in the calculations displayed in the forecasting chart.\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_fp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eData source:\u003c/strong\u003e Historical usage data for the \u003cem class=\"ph i\"\u003epast\u003c/em\u003e 7–30\n                            days.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eCalculation:\u003c/strong\u003e A \u003cem class=\"ph i\"\u003emoving average model\u003c/em\u003e determines the average\n                        daily usage, which is projected forward to the end of the allowance cycle.\n                        We \u003cem class=\"ph i\"\u003edo not\u003c/em\u003e include the current day's usage when calculating this\n                        forecast rate, even if some resolutions have already been consumed today.\n                            \u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_gp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eZero-usage days\u003c/strong\u003e are treated as valid data points (with value\n                                = 0) in the forecast calculation \u003c/li\u003e\n\u003cli class=\"li\"\u003eIf there are at least 7 calendar days since \u003cstrong class=\"ph b\"\u003efirst usage\u003c/strong\u003e, we\n                                show forecast data using that range (even if some days have zero\n                                usage) \u003c/li\u003e\n\u003cli class=\"li\"\u003eIf there are fewer than 7 calendar days since first usage, forecast\n                                returns “Not enough data” for forecasting (minimum 7 days required)\n                            \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAllowance limit reach date:\u003c/strong\u003e We calculate the remaining allowance\n                        (total allowance minus cumulative usage to date) and divide it by the\n                        forecasted daily usage rate to determine how many days are left until the\n                        allowance is exhausted. We then add those remaining days to today’s date to\n                        estimate when the customer will reach their allowance limit. \u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_hp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003eForecasted allowance limit reach date calculation metrics: \u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_tdb_bjh_k3c\"\u003e\n\u003cli class=\"li\"\u003eRemaining Allowance = Total Allowance − Cumulative Usage\n                                            to Date.\u003c/li\u003e\n\u003cli class=\"li\"\u003eDays to Exhaust = Remaining Allowance ÷ Forecasted Daily\n                                            Usage Rate.\u003c/li\u003e\n\u003cli class=\"li\"\u003eForecasted Reach Date = Current Date + Days to\n                                            Exhaust.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eIf the forecasted allowance reach date is: \u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_ip1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003eWithin the current cycle, we show the date and days until\n                                        the allowance is reached. If your account is projected to\n                                        exceed the allowance before your renewal, it’s considered\n                                        “above target”. The indicator displays an orange uptrend\n                                        arrow () labeled (“High chance of reaching your limit”),\n                                        along with a link to your subscription page where you can\n                                            \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226-Managing-your-automated-resolutions#topic_g2n_q3x_4wb\" target=\"_blank\"\u003eadd more\n                                            resolutions\u003c/a\u003e.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_utx_q31_k3c__image_aml_4jh_k3c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/resolution_dashboard-usage_trend_indicator.png\" width=\"300\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eFalls after the current cycle ends, it isn't t shown, as it\n                                        lies outside the active cycle.\u003c/li\u003e\n\u003cli class=\"li\"\u003eAlready reached, we display the past date on which the limit\n                                        was reached. This date always falls within the current\n                                        allowance cycle. \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eDisplay mode:\u003c/strong\u003e\n\u003cul class=\"ul\" id=\"topic_utx_q31_k3c__ul_jp1_fk1_k3c\"\u003e\n\u003cli class=\"li\"\u003eCycles ≤ 90 days show daily usage forecasts. \u003c/li\u003e\n\u003cli class=\"li\"\u003eCycles \u0026gt; 90 days show monthly usage forecasts. \u003c/li\u003e\n\u003cli class=\"li\"\u003eWe do not forecast for the current day. Forecast bars are\n                                        always displayed from next day. This is same for Daily view\n                                        and Monthly view. \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eForecast updates\u003c/strong\u003e: The chart refreshes every 4 hours to\n                                include the latest usage.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title10\" class=\"topic nested2\" id=\"topic_iqr_r31_k3c\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title10\"\u003eForecasting scenarios\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eIf you're projected to exceed your allowance, you'll see:\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_iqr_r31_k3c__ul_hft_ncv_m3c\"\u003e\n\u003cli class=\"li\"\u003eYour projected total usage by the renewal date, including how many\n                            automated resolutions you’re expected to go over your allowance.\u003c/li\u003e\n\u003cli class=\"li\"\u003eAn estimated limit reach date and the number of days remaining until\n                            your allowance is expected to be exhausted.\u003c/li\u003e\n\u003cli class=\"li\"\u003eA warning indicator highlighting a high likelihood of exceeding your\n                            limit\u003c/li\u003e\n\u003cli class=\"li\"\u003eA link to add more automates resolutions.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eIf you're on track to stay within your allowance, you'll see:\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_iqr_r31_k3c__ul_mbx_rcv_m3c\"\u003e\n\u003cli class=\"li\"\u003eYour projected total usage by the renewal date. No reach date is shown\n                            because your projected usage does not exceed your allowance.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eAt the start of the new allowance cycle:\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_iqr_r31_k3c__ul_edw_ycv_m3c\"\u003e\n\u003cli class=\"li\"\u003eYour usage resets to zero.\u003c/li\u003e\n\u003cli class=\"li\"\u003eYour forecast recalculates automatically based on your most recent 7–30\n                            days of activity.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cscript id=\"docs-schema-markup\" type=\"application/ld+json\"\u003e{\n  \"@context\": \"https://schema.org\",\n  \"@type\": \"TechArticle\",\n  \"@id\": \"https://support.zendesk.com/hc/en-us/articles/8922391373978\",\n  \"url\": \"https://support.zendesk.com/hc/en-us/articles/8922391373978\",\n  \"headline\": \"Monitoring usage on the automated resolution platform (prior to resolution tiers)\",\n  \"description\": \"You can monitor and forecast your automated resolution usage on the platform prior to resolution tiers through dashboards, ticket and conversation indicators, account-level reports, and usage banners to manage your allowance effectively.\",\n  \"articleSection\": \"Automated resolutions\",\n  \"datePublished\": \"2025-02-20T06:03:45+00:00\",\n  \"dateModified\": \"2026-09-01T19:17:58.055362+00:00\",\n  \"inLanguage\": \"en-US\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https://support.zendesk.com/hc/en-us/articles/8922391373978\"\n  },\n  \"author\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"isPartOf\": {\n    \"@type\": \"WebSite\",\n    \"name\": \"Zendesk Help\",\n    \"@id\": \"https://support.zendesk.com/hc/\"\n  },\n  \"about\": {\n    \"@type\": \"SoftwareApplication\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  }\n}\u003c/script\u003e\u003cscript id=\"ai-summary-script\"\u003e\n  //\u003c![CDATA[\n    const ai_summary_style = document.createElement('style');\n    ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;\n    document.head.appendChild(ai_summary_style);\n    \n    \n   const toggleAISummary = () =\u003e {\n      const summary = document.getElementById(\"docs-ai-summary-content\");\n      const upTriangle = document.getElementById(\"up-triangle\");\n      const downTriangle = document.getElementById(\"down-triangle\");\n     if (summary.style.display === \"none\") {\n       summary.style.display = \"block\";\n       upTriangle.style.display = \"none\";\n       downTriangle.style.display = \"inline\";\n     } else {\n       summary.style.display = \"none\";\n       upTriangle.style.display = \"inline\";\n       downTriangle.style.display = \"none\";\n     }\n    };\n   \n    document.getElementById(\"docs-ai-summary-toggle\").addEventListener(\"click\", toggleAISummary);\n  //]]\u003e\n\u003c/script\u003e\n\u003c/body\u003e","user_segment_ids":[],"snippet":"your automated \u003cem\u003eresolution\u003c/em\u003e usage on the automated \u003cem\u003eresolution\u003c/em\u003e platform (prior to \u003cem\u003eresolution tiers\u003c/em\u003e), which can help","result_type":"article","view_3days_count":null,"view_3days_count_window_ended_at":null},{"id":6958358659226,"url":"https://support.zendesk.com/api/v2/help_center/en-us/articles/6958358659226.json","html_url":"https://support.zendesk.com/hc/en-us/articles/6958358659226-Managing-usage-on-the-automated-resolution-platform-prior-to-resolution-tiers","author_id":1263082050629,"comments_disabled":true,"draft":false,"promoted":false,"position":3,"vote_sum":-7,"vote_count":9,"section_id":9744206416026,"created_at":"2024-03-24T22:41:35Z","updated_at":"2026-09-10T00:16:24Z","name":"Managing usage on the automated resolution platform (prior to resolution tiers)","title":"Managing usage on the automated resolution platform (prior to resolution tiers)","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-08-18T15:54:59Z","user_segment_id":null,"permission_group_id":1324079,"content_tag_ids":[],"label_names":["mt","ab0_ai_agents_essential"],"body":"\u003cbody\u003e\n\u003cp id=\"docs-hc-snippet\" style=\"display: none;\"\u003eZendesk measures your usage ofAI agentsandlegacy AI agentsby calculating the number ofautomated resolutionsyour account consumes each billing period. Automated resolutions apply to customer-facing AI agents functionality, not Copilot AI tools for human agents.\u003c/p\u003e\n\u003cdiv class=\"article-banners\"\u003e\n\u003cdiv id=\"docs-wmp-link\"\u003e\n\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"suite_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eAll Suites\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Growth, Professional, Enterprise, or Enterprise Plus\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\n\u003cdiv class=\"article-banner\" id=\"support_all\"\u003e\n\u003ctable\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cstrong\u003eSupport\u003c/strong\u003e\n\u003c/td\u003e\n\u003ctd\u003eTeam, Professional, or Enterprise\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003c/div\u003e\n\n\u003c/div\u003e\n\n\u003cdiv class=\"body\"\u003e\n\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note attention\" id=\"monitoring_ar_dashboard__note_zyk_4mt_fjc\"\u003e\n\u003cspan class=\"attentiontitle\"\u003e\u003c/span\u003e \u003cspan class=\"ph\"\u003eThis article describes the automated resolution platform in place prior\n                to May 18, 2026. Customers who are on this platform remain so until they move to\n                resolution tiers. For information about the resolution tier platform introduced on\n                May 18, 2026, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/9570369117338\" target=\"_blank\"\u003eAbout automated resolution tiers\u003c/a\u003e. You can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is\n                using\u003c/a\u003e.\u003c/span\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eZendesk measures your usage of \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690\" target=\"_blank\"\u003eAI agents\u003c/a\u003e and \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_y13_cgb_2jc\" target=\"_blank\"\u003elegacy AI agents\u003c/a\u003e by calculating the number of\n                \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\"\u003eautomated resolutions\u003c/a\u003e your account consumes each billing period. Automated\n            resolutions apply to customer-facing AI agents functionality, not Copilot AI tools for\n            human agents.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAll Zendesk Suite and Support plans include a baseline number of automated resolutions\n            based on your plan type. You can purchase additional resolutions, configure your account\n            to pause features when you reach your resolution limit, or pay overage charges to keep\n            features working.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article describes how to manage your account’s available automated resolutions on\n            the automated resolution platform (prior to resolution tiers). If you're not sure which\n            platform your account is using, you can \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/10702364146842#topic_lvh_mft_jsb\" target=\"_blank\"\u003echeck which version your account is using\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThis article contains the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_dashboard__ul_ow4_f2h_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_awx_qp1_ccc\"\u003eAvoiding automated resolution\n                        overage\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_e2z_sdh_bdc\"\u003eUnderstanding what happens when\n                        you reach your automated resolution limit\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eRelated articles:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"monitoring_ar_dashboard__ul_sdl_mwy_hcc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\"\u003eAbout automated resolutions for AI agents on the\n                    automated resolution platform (prior to resolution tiers).\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8922391373978\" target=\"_blank\"\u003eMonitoring usage on the automated resolution\n                    platform (prior to resolution tiers)\u003c/a\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_awx_qp1_ccc\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eAvoiding automated resolution overage\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"div\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eYou can configure your account on the automated resolution\n                        platform (prior to resolution tiers) to avoid automated resolution overage\n                        by increasing the number of automated resolutions available or updating your\n                        automated resolution usage settings to pause all AI agent capabilities when\n                        your automated resolution limit is reached.\u003c/p\u003e\nIf you want to ensure your\n                    account isn't consuming \u003cem class=\"ph i\"\u003eany\u003c/em\u003e automated resolutions, you can remove all\n                    capabilities related to AI agents. See \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7460877856026\" target=\"_blank\"\u003eTurning off automated resolution\n                        features\u003c/a\u003e.\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eThis section includes the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_awx_qp1_ccc__ul_apx_xj3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_iw3_b2h_bdc\"\u003eMaintaining or pausing functionality when you reach your automated resolution limit\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_g2n_q3x_4wb\"\u003eAdding automated resolutions to your subscription\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title3\" class=\"topic nested2\" id=\"topic_iw3_b2h_bdc\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title3\"\u003eMaintaining or pausing functionality when you reach your automated resolution limit \u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"div\"\u003eThe \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408822084634\" target=\"_blank\"\u003eaccount owner\u003c/a\u003e can choose how your\n                        account responds when you reach your automated resolution limit on the\n                        automated resolution platform (prior to resolution tiers), either allowing\n                        overage or pausing functionality.\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo update your overage setting on the\n                                automated resolution platform (prior to resolution tiers)\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_iw3_b2h_bdc__ol_clv_cl3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" id=\"topic_iw3_b2h_bdc__image_qjf_wk3_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eUsage \u0026gt; Overage\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003eSelect your automated resolution overage option:\u003cul class=\"ul\" id=\"topic_iw3_b2h_bdc__ul_vwk_lch_dkc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eMaintain functionality and allow overage \u003c/strong\u003e(default\n                                            setting), which lets AI agents continue to serve\n                                            customers after you exceed your account’s baseline or\n                                            purchased automated resolutions. When you select this\n                                            option, your account will be charged for \u003ca class=\"xref\" href=\"#topic_ptx_zdh_bdc\"\u003epay-as-you-go automated resolutions\u003c/a\u003e when you\n                                            reach your automated resolution limit.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003ePause functionality and don’t allow overage\u003c/strong\u003e,\n                                            which pauses AI agent functionality, preventing overage\n                                            charges. When you select this option, \u003ca class=\"xref\" href=\"#topic_wxf_zdh_bdc\"\u003eany\n                                                capabilities that require automated resolutions will\n                                                no longer function\u003c/a\u003e when you reach your\n                                            automated resolution limit, and more support requests\n                                            will be routed to live agents.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_iw3_b2h_bdc__image_wt1_jws_dcc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bot_overage_limit.png\" width=\"600\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick \u003cstrong class=\"ph b\"\u003eSave\u003c/strong\u003e.\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title4\" class=\"topic nested2\" id=\"topic_g2n_q3x_4wb\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title4\"\u003eAdding automated resolutions to your subscription\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eYou can purchase additional automated resolutions for your account on the\n                    automated resolution platform (prior to resolution tiers). Increasing your\n                    account's available automated resolutions extends your AI agent's functionality.\n                    You will still be subject to \u003ca class=\"xref\" href=\"#topic_e2z_sdh_bdc\"\u003eoverage charges or capability interruption\u003c/a\u003e, based on your overage\n                    setting.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003ePurchasing additional automated resolutions adds a recurring order to\n                    your subscription. Automated resolutions do not roll over to the next billing\n                    period. To decrease or remove the additional automated resolutions from your\n                    subscription, contact \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\"\u003eZendesk Customer Support\u003c/a\u003e.\u003c/p\u003e\n\u003cdiv class=\"note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e If you have a sales-assisted account, reach out to your Zendesk account\n                    representative to make changes to your automated resolutions.\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003e To add automated resolutions to your subscription on the automated resolution\n                        platform (prior to resolution tiers)\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_g2n_q3x_4wb__ol_uks_d4n_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eBilling \u0026gt; Subscription\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the \u003cstrong class=\"ph b\"\u003eMore products\u003c/strong\u003e tab.\u003c/li\u003e\n\u003cli class=\"li\"\u003eUnder Automated resolutions, use the slider to select the number of\n                            automated resolutions you want to add to your account and click \u003cstrong class=\"ph b\"\u003eAdd\n                                to subscription\u003c/strong\u003e.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_g2n_q3x_4wb__image_pmz_gqn_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automated_resolutions_purchase.png\" width=\"500\"\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003eConfirm the order, then click \u003cstrong class=\"ph b\"\u003eUpdate subscription\u003c/strong\u003e.\u003cp class=\"p\"\u003eThe\n                                automated resolutions are immediately available on your account. The\n                                order is added to your next billing invoice.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eIf you’ve purchased automated resolutions for your account and find you need\n                    more, you can increase the number of additional resolutions included in your\n                    recurring order.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo increase your additional automated resolutions on the automated resolution\n                        platform (prior to resolution tiers)\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_g2n_q3x_4wb__ol_ngp_v14_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click \u003cimg class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eBilling \u0026gt; Subscription\u003c/strong\u003e.\u003c/span\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the \u003cstrong class=\"ph b\"\u003eMore products\u003c/strong\u003e tab.\u003c/li\u003e\n\u003cli class=\"li\"\u003eUnder Automated resolutions, use the slider to adjust the number of\n                            automated resolutions on your account and click \u003cstrong class=\"ph b\"\u003eUpdate\n                                subscription\u003c/strong\u003e.\u003cp class=\"p\"\u003e\u003cimg class=\"image\" id=\"topic_g2n_q3x_4wb__image_kcc_214_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automated_resolutions_order-page.png\" width=\"500\"\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003eThe additional\n                                automated resolutions are immediately available on your account. The\n                                increase is reflected on your next billing invoice.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_e2z_sdh_bdc\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title5\"\u003eUnderstanding what happens when you reach your automated resolution limit\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eYou can determine how your account is impacted when you exhaust your\n                available automated resolutions. You can choose to automatically pause features that\n                require automated resolutions, or to pay for overages as you go.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eThis section includes the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_e2z_sdh_bdc__ul_img_th3_bdc\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_wxf_zdh_bdc\"\u003eAutomatically pausing AI agent features\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_ptx_zdh_bdc\"\u003eAccruing overage charges\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title6\" class=\"topic nested2\" id=\"topic_wxf_zdh_bdc\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title6\"\u003eAutomatically pausing AI agent features\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIf you choose to \u003ca class=\"xref\" href=\"#topic_awx_qp1_ccc\"\u003epause AI agent\n                        functionality\u003c/a\u003e to avoid overage charges, any AI agent capabilities you\n                    have configured will automatically stop functioning when you reach your\n                    automated resolution limit. Your capability configurations are not altered when\n                    paused and will automatically resume functioning when automated resolutions are\n                    again available for your account.\u003c/p\u003e\n\u003cp class=\"p\"\u003eFor legacy AI agents functionality, impacted capabilities might vary. See \u003ca class=\"xref\" href=\"#topic_dnb_vzg_dkc\"\u003eUnderstanding paused capabilities\n                        for legacy AI agents functionality\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title7\" class=\"topic nested3\" id=\"topic_dnb_vzg_dkc\"\u003e\n\u003ch4 class=\"title topictitle4\" id=\"ariaid-title7\"\u003eUnderstanding paused capabilities for legacy AI agents functionality (legacy)\u003c/h4\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIf you pause AI agent functionality to avoid overage charges, impacted AI\n                        agent capabilities depend on your legacy AI agents version:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_dnb_vzg_dkc__ul_p5l_xzg_dkc\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAI agents - Essential for messaging\u003c/strong\u003e\u003cp class=\"p\"\u003eAI agent - Essential\n                                    capabilities, including legacy features standard responses,\n                                    generative replies and personas, and answers created in bot\n                                    builder, are paused on all channels. When paused, your AI agent\n                                    will respond only with the default messaging response. Active AI\n                                    agent conversations may be interrupted.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAll proactive\n                                    messages configured to respond with an AI agent are paused. When\n                                    automated resolutions are available for your account again,\n                                    you’ll need to manually reactivate them on the Proactive\n                                    messaging admin page.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAI agents - Essential for email\u003c/strong\u003e\u003cp class=\"p\" dir=\"ltr\"\u003eArticles are not\n                                    suggested in email notifications. In emails, the autoreply with\n                                    articles action will pause, but the rest of the actions within\n                                    the trigger will continue to run.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAI agents - Essential for web forms\u003c/strong\u003e\u003cp class=\"p\"\u003eArticles are not\n                                    suggested in web form notifications. In web forms, articles will\n                                    no longer be recommended after the customer has submitted the\n                                    web form.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eArticle recommendations (Web Widget Classic)\u003c/strong\u003e\u003cp class=\"p\"\u003eWeb Widget\n                                    Classic will stop suggesting articles in response to customer\n                                    messages. Customers can still access other features configured\n                                    for the channel, such as submitting a form or initiating a voice\n                                    chat.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title8\" class=\"topic nested2\" id=\"topic_ptx_zdh_bdc\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title8\"\u003eAccruing overage charges\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"div\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eIf you do not pause AI agent capabilities, you may exceed your\n                            allotted number of automated resolutions (including both the \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_fcr_sq4_jwb\" target=\"_blank\"\u003edefault resolutions included with\n                                your plan\u003c/a\u003e and any \u003ca class=\"xref\" href=\"#topic_g2n_q3x_4wb\"\u003eadditional purchased resolutions\u003c/a\u003e). \u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eWhen this happens, your AI agent capabilities will continue\n                            functioning as designed, and you will be billed for each automated\n                            resolution consumed over your allotted amount. For pricing information\n                            by plan, see the AI agents section in the \u003ca class=\"xref\" href=\"https://www.zendesk.com/pricing/#modal.pricing-table\" target=\"_blank\"\u003eplan comparison table\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cscript id=\"docs-schema-markup\" type=\"application/ld+json\"\u003e{\n  \"@context\": \"https://schema.org\",\n  \"@type\": \"TechArticle\",\n  \"@id\": \"https://support.zendesk.com/hc/en-us/articles/6958358659226\",\n  \"url\": \"https://support.zendesk.com/hc/en-us/articles/6958358659226\",\n  \"headline\": \"Managing usage on the automated resolution platform (prior to resolution tiers)\",\n  \"description\": \"You manage automated resolution usage on the pre-2026 platform by adding resolutions, choosing overage settings, or pausing AI agent features when limits are reached.\",\n  \"articleSection\": \"Automated resolutions\",\n  \"datePublished\": \"2024-03-24T22:41:35+00:00\",\n  \"dateModified\": \"2026-08-18T15:54:58.739283+00:00\",\n  \"inLanguage\": \"en\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https://support.zendesk.com/hc/en-us/articles/6958358659226\"\n  },\n  \"author\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\"\n  },\n  \"isPartOf\": {\n    \"@type\": \"WebSite\",\n    \"name\": \"Zendesk Help\",\n    \"@id\": \"https://support.zendesk.com/hc/\"\n  },\n  \"about\": {\n    \"@type\": \"SoftwareApplication\",\n    \"name\": \"Zendesk\",\n    \"@id\": \"https://www.zendesk.com\",\n    \"softwareAddOn\": {\n      \"@type\": \"SoftwareApplication\",\n      \"name\": \"AI agents\",\n      \"@id\": \"https://support.zendesk.com/hc/en-us/sections/8988994355994\"\n    }\n  }\n}\u003c/script\u003e\n\u003c/body\u003e","user_segment_ids":[],"snippet":"available automated \u003cem\u003eresolutions\u003c/em\u003e on the automated \u003cem\u003eresolution\u003c/em\u003e platform (prior to \u003cem\u003eresolution tiers\u003c/em\u003e). If you're not sure","result_type":"article","view_3days_count":null,"view_3days_count_window_ended_at":null}]}