To help you monitor resolution usage on your account, Zendesk provides a resolution usage dashboard. Admins can use this dashboard to view your current usage and compare it against your resolution limits. The dashboard helps you understand how often automation occurs for your ticket resolutions. By viewing automation results in your tickets, you can get ideas on how to increase automation for ticket resolutions.

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Summary: ◀▼

You can monitor your resolution usage with a dashboard that shows current usage and resolution details. Receive notifications when nearing or exceeding limits, and review ticket events or AI conversations for insights.

Your account must have the resolution allowance pricing model to use this feature. If you don't have this model, you will not see the Resolution usage dashboard in Admin Center.

To help you monitor resolution usage on your account, Zendesk provides a resolution usage dashboard. Admins can use this dashboard to view your current usage and compare it against your resolution limits. The dashboard helps you understand how often automation occurs for your ticket resolutions. By viewing automation results in your tickets, you can get ideas on how to increase automation for ticket resolutions.

Note: Billing admins can use a separate resolution allowance dashboard to monitor resolution costs and manage their resolution budget. See Managing resolution allowances.

This article contains the following sections:

  • Opening the resolution usage dashboard
  • Viewing details for contributing resolutions
  • Usage notifications
  • Disputing an automated resolution tier

Related articles

  • About automated resolution tiers
  • Managing resolution allowances

Opening the resolution usage dashboard

The resolution usage dashboard includes a summary of your usage, along with a chart of resolution usage details. You can view the resolution details by date range.

To open the dashboard

  1. In Admin Center, click Account in the sidebar, then select Usage > Resolutions.

    The resolutions usage dashboard appears.

  2. To filter the usage by date range, click Range and select an option from the menu.

    You can view usage for:

    • Last 7 days
    • Last 30 days
    • Current period
    • Custom range

Viewing details for contributing resolutions

The list of contributing resolutions includes a table with these fields:

  • ID: The ID of the ticket associated with the resolution.
  • Tier: The resolution tier assigned to the ticket. Values include Assisted escalation, Contained resolution, and Verified resolution.
  • Channel group: The type of channel associated with the resolution. Values include Digital or Voice.
  • AI agent: The type of AI agent associated with the resolution. Values include Zendesk or Forethought.
  • Brand: The ticket brand. For Forethought AI agents, the brand is not applicable.
  • Used: The date and time the resolution occurred

When you filter the dashboard by date range, the resolutions list adjusts to match the tiers showing in the chart.

To view details about a resolution

Use the options menu associated with a resolution to view resolution details. Selections available in the options menu vary depending on the AI agent used to create the resolution.

  1. In Admin Center, click Account in the sidebar, then select Usage > Resolutions.
  2. Click the options menu icon () next to a contributing resolution and select View ticket in Support.

    The ticket associated with the resolution opens in Support. You can view the ticket events to trace how the resolution type was determined.

  3. Click the options menu icon () next to a contributing resolution and select View conversation in AI agents.

    The conversation overview for the resolution opens in AI agents. See Viewing the conversation logs for AI agents for details.

  4. For customers with a Forethought AI agents by Zendesk plan, click the options menu icon () next to a contributing resolution and select View in Forethought to view resolution details on the Forethought Solve Insights dashboard.

Usage notifications

When you have used 80% of your resolutions, you'll receive an in-product warning message and an email notification.

You’ll receive another warning if you go over your resolution usage limit.

When you near your resolution usage limit, you can increase your resolution allowance.

Disputing an automated resolution tier

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

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