Zendesk AI agents outcome definition

How the published rule works

What triggers a charge

Draws on the allowance only when the vendor's language model check passes at the end of the conversation.

Conversations that pass this verification are considered a Verified resolution.

Source

Who decides

A large language model run by the vendor reads the conversation text. We did not find its criteria, threshold, or error rate in the reviewed sources.

a verification process is performed by an LLM that evaluates the text of the conversation to confirm that the customer’s request was satisfactorily resolved

Source

Does silence count

Silence alone does not count. When the customer asks for nothing more and the check does not pass, the conversation is a Contained resolution, which does not draw on the allowance.

Conversations that don’t pass this verification are considered a Contained resolution.

Source

When the conversation ends

Email: 72 hours after the last email. Messaging: 2 hours after the last message by default, up to 72 hours. Voice: at hangup. The check runs when the conversation ends.

By default, the conversation ends 2 hours after the last message in the conversation, though this can be increased up to 72 hours.

Source

If the customer comes back

Not found in the sources we reviewed on 2026-09-19.

Can a counted unit be reversed

Deleting the ticket does not give the resolution back.

Deleting a ticket with an automated resolution doesn’t undo the consumption of an automated resolution.

Source

Allowance and expiry

The included allocation expires each year, or at the end of a shorter subscription term. Overage is billed monthly.

Your allocation of automated resolutions expires annually or at the end of your subscription term (if less than a year) unless you are on a non-standard subscription term.

Source

How to dispute a count

Published: contact the vendor's customer support to dispute the tier assigned to a ticket. We did not find a deadline, a credit rule, or a stated result in the reviewed sources.

In some cases, you may disagree with the resolution tier assigned to a ticket. To dispute the assignment, contact Zendesk Customer Support.

Source

What a buyer can check

• Resolution usage dashboard export (CSV)

  ticket ID, tier, channel group, brand, resolution timestamp, cost

  The exported data includes the following information for each resolution: ticket ID, tier, channel group, brand, resolution timestamp, and cost.

  Source

• Ticket fields

  Resolution type, Resolution tier

  These fields can be used when creating custom reports.

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• Ticket events

  ticket events

  You can view the ticket events to trace how the resolution type was determined.

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Documented edge cases

• Email AI agents need an automation trigger so that replies from human agents appear in the conversation log. The vendor says resolutions might be consumed when it is missing.

  As a result, automated resolutions might be consumed for conversations they shouldn't be.

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• Escalated conversations are not evaluated.

  Only conversations that were not escalated are evaluated for automated resolutions.

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• At the limit, the account either pays overage or pauses its AI agents.

  Then your AI agents stop serving customers, and requests route to live agents instead.

  Source