- For customers who start using AI agents on or after April 16, 2024, pricing will be applied starting July 10, 2024.
- For customers already using Zendesk bots before April 16, 2024, new pricing will be applied on the first account renewal date after July 10, 2024.
Zendesk recently announced the arrival of AI agents, our next generation of AI-powered bots designed to resolve customer support requests without input from live agents. As part of this update, we’re making all AI agent capabilities available in all of our Suite and Support plans and are changing our pricing model to automated resolutions, replacing the former monthly active users (MAUs) pricing for Zendesk bots and Answer Bot resolutions.
While most of these updates already appear in your account, you won’t see any immediate changes to your Zendesk Suite or Support plan. Consider the next few months a trial period, during which you can familiarize yourself with the new AI agents and automated resolutions model, try out different configurations, and determine whether it might impact how you use Zendesk.
In this article, we’ll introduce the new packaging options and usage model, help you prepare for the coming changes, and share links to more resources to make the transition as easy as possible.
This article includes the following sections:
Changes to Zendesk plans
If you're on any Zendesk Suite or Support plan, you have immediate access to AI agents and can start exploring the latest capabilities. Automated resolutions are now the unit of measurement for calculating AI agent usage, and you’ll have greater control when managing your automated resolution allotment.
Remember, during the current trial period there are no restrictions on automated resolution usage for AI agents on any Zendesk Suite or Support plan. After the trial period ends, however, the limits described in this section will take effect. We’ll inform you via email well in advance, so you’ll have plenty of time to prepare.
This section includes the following topics:
AI agents features included in your plan
- Article recommendations for email, web forms, and Web Widget (Classic)
- Conversation flows
- AI-powered intents and intent suggestions for conversation bots
- Generative replies
- Bot personas
- API calls and integrations
- AI agent reporting and the Insights dashboard
- Autoreplies based on intelligent triage (requires the Advanced AI add-on)
Automated resolutions included in your plan
Each Zendesk Suite and Support plan comes with a baseline number of automated resolutions.
Plan | Zendesk Suite | Support (standalone) |
---|---|---|
Enterprise | 15 automated resolutions/agent/month | 15 automated resolutions/agent/month |
Professional Growth |
10 automated resolutions/agent/month | 10 automated resolutions/agent/month |
Team | 5 automated resolutions/agent/month | 5 automated resolutions/agent/month |
After the trial period ends, you may find that you need to increase the number of automated resolutions available to you to avoid exceeding your allotted amount, which can incur overage charges. You’ll be able to add automated resolutions to your account and cap the number of automated resolutions that can be consumed by your account each month.
See About automated resolutions for more information.
Using the trial period to test AI agent features and usage
During the AI agent trial period beginning April 16, 2024 you can incorporate any or all of the AI agent features into your customer support setup and use unlimited automated resolutions without incurring additional cost. Once the trial period ends, your account is subject to usage fees.
You can use this trial period to experiment with AI agent functionality and monitor how different usage approaches might affect your automated resolution consumption, then use this information to plan the AI agent deployment that will work best for you.
We recommend taking advantage of the trial period in the following ways:
- Become an AI agent expert. Spend some time learning about AI agent features and automated resolutions.
- Explore AI agents: If you’re on any Zendesk Suite or Support plan, you have immediate access to AI agents. Take a hands-on approach to the whole range of capabilities.
- Try Zendesk’s Advanced AI tools. After getting to know AI agents, look into the Advanced AI add-on, which expands AI functionality into agent and admin tasks.
- Monitor your automated resolution usage. As you experiment with AI agents, you can keep an eye on how different configurations impact your automated resolution usage on the Automated resolutions dashboard, available in Admin Center. The dashboard displays a 30-day summary of automated resolution usage and a daily resolution usage breakdown.
Learn more about AI agents and automated resolutions
- Getting started with AI agents
- Overview of AI agents
- About automated resolutions for AI agents
- Monitoring your automated resolution usage
- On demand: Learn how to use AI agents (Free training course on AI-powered intents and autoreplies)
If you have feedback or questions related to AI agents, visit our community forum where we're collecting and managing customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.