Automated resolution
Catalog row in Vendor License Metrics · Cited
- Unit
- Resolution
- Aliases
- AR; verified resolution
- Definition
- Service-Specific Terms (AI Agents): a Service Plan may entitle Customer to "a specified number or value (“Allowance”) of Zendesk AI Agent resolutions (“Automated Resolutions”) during a given time period". Help center: automated resolutions are "the unit of measurement used for calculating and billing your account for AI agent usage."
- Counting rules
- Charged only for requests resolved by an AI agent without escalation to a human agent, after LLM verification. Evaluated when the conversation ends (email 72 hours after the first email; messaging 2 hours by default, up to 72; voice at hangup). Unauthenticated visitors across channels, browsers or devices may count as separate interactions. Since 2026-05-18 resolutions are tiered and only verified resolutions draw on the resolution allowance.
- Floors / minimums
- Usage Period is annual by default and the Allowance expires annually. Before resolution tiers: 5, 10 or 15 per agent per month by plan, at most 10,000 per year. Pricing page: 5 or 10 ARs per agent/month included, up to 10k per year.
- Applies to products
- Zendesk Suite
- Zendesk Support
- Zendesk Employee Service Suite
- Zendesk AI agents
- Forethought AI agents by Zendesk
- Related metrics