- For customers who started using AI agents on or after April 16, 2024, pricing will be applied starting August 14, 2024.
- For Zendesk Suite customers already using Zendesk bots before April 16, 2024, new pricing will be applied on the first account renewal date after August 14, 2024. This schedule does not apply to customers with Answer Bot resolution or Zendesk bot monthly active user commitments who alter their contracts before that date. For these customers, the new pricing will be applied on the first renewal date after October 16, 2024, unless their contracts are altered before that date.
Zendesk is evolving the pricing and packaging for AI agents (formerly Zendesk bots). AI agents capabilities are available on all Suite and Support plans. AI agents pricing will be measured in automated resolutions, replacing the former monthly active users (MAUs) pricing for Zendesk bots and Answer Bot resolutions.
Use the time before the updated pricing model takes effect as a trial period to familiarize yourself with the AI agents functionality and to understand the automated resolutions model.
This article includes the following sections:
Changes to Zendesk plans
You have access to AI agents features on all Zendesk Suite or Support plans, and you can start exploring the capabilities. Automated resolutions are the unit of measurement for calculating AI agent usage, and you’ll have greater control when managing your automated resolution allotment.
During the trial period until the new pricing takes effect, there are no restrictions on automated resolution usage for AI agents. After the trial period ends, however, the limits per plan will take effect.
This section includes the following topics:
AI agents features included in your plan
All Zendesk Suite and Support plans, as well as legacy Support plans, include access to all AI agents capabilities. Some of these features were previously part of the Advanced AI add-on. AI agents functionality include conversation bot and autoreplies for articles.
For more information about the specific features included in AI agents functionality, see Overview of AI agents.
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.
Using the trial period to test AI agent features and usage
During the AI agents trial period, you can incorporate any or all of the AI agent features into your customer support setup and use unlimited automated resolutions without incurring additional costs. Once the trial period ends, your account is subject to usage fees.
You can use this trial period to experiment with AI agents functionality and monitor how different usage approaches might affect your automated resolution consumption.
You can take advantage of the trial period in the following ways:
- Become an AI agent expert. Spend some time learning about AI agents features and automated resolutions.
- Explore AI agents. All Zendesk Suite or Support plans include AI agents functionality. Take a hands-on approach to the whole range of capabilities.
- Monitor your automated resolution usage. As you experiment with AI agents, use the Automated resolutions dashboard to keep an eye on how different configurations impact your automated resolution usage. The dashboard displays a 30-day summary of automated resolution usage and a daily resolution usage breakdown.