| Announced on | Rollout starts | Rollout ends |
| August 31, 2026 | September 15, 2026 | November 15, 2026 |
Zendesk is enabling in-product usage tracking, overage setting configuration, and automated overage billing for Automated resolutions for end customers billed through third-party partners and resellers.
This announcement contains the following topics:
What is changing?
Starting September 15, 2026, end customers associated with third-party partners and resellers will gain full visibility of their automated resolutions usage directly in Admin Center.
These end customers will be able to:
- View automated resolution usage against total account allowance in-product
- Receive automated usage notifications
- Manage and adjust overage settings
Starting November 15, 2026, automated overage billing will be enabled. Any usage exceeding the account allowance limit will be automatically billed based on standard overage pricing workflows.
Why is Zendesk making this change?
This change is driven by the need to create a transparent, consistent, and predictable experience for all our customers.
- Clarity on consumption: Reseller customers will now be able to accurately track their usage against their annual purchased included allowance in real time, allowing for better resource planning.
- Consistent experience: A consistent experience across contracts, invoicing, and product usage gives admins a clearer understanding of their account performance.
- Fair usage and billing: Automating overage billing ensures that usage is accurately tracked and billed according to the terms of your contract.
What do I need to do?
Partner and reseller end customers should review their usage with their partners before automated billing starts on November 15, 2026.
Recommended actions:
- Monitor usage starting September 15, 2026: Check your automated resolution usage against your allowance in Admin Center.
- Adjust your automated resolution allowance before November 15, 2026: Contact your partner to purchase additional add-on or change overage settings to ensure proper coverage and avoid unexpected overage charges.
Important to note:
- There will be no retroactive billing for past overages. You’ll be billed monthly only for overages incurred after this change takes effect.
- Most accounts with substantial overages are already being managed by our Sales and Revenue Operations teams, customers should not experience significant unexpected charges as a result of this change.
For instructions on viewing usage and managing overage preferences, see Monitoring automated resolution usage and Managing overage settings in Admin Center.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.