Question

What’s changing on your account if you use Answer Bot resolutions after migrating over to outcome-based pricing, automated resolutions?

Answer

Zendesk introduced AI agents, the next evolution of bot capabilities, along with new pricing focused on automated resolutions. This change aligns with the value AI agents deliver. Automated resolutions replace Answer Bot resolutions and Zendesk bots monthly active users (MAUs) as the standard usage units.

Starting early November 2024, Zendesk will replace Answer Bot resolutions and MAUs with outcome-based pricing, automated resolutions. Here’s a list of product changes you can expect if you use Answer Bot. Some feature changes will roll out incrementally starting in November 2024.

Admin experience

Subscriptions

After migration, the Admin Center > Account > Billing > Subscriptions page will no longer show Answer Bot Resolutions and MAUs products. Instead, you'll see Automated Resolutions.

Screenshot of the Admin Center subscriptions page showing Automated Resolutions

Bots and automations

The admin experience will migrate to the new unified AI Agents page. Upon your next sign in, navigate to the new autoreply page through Bots and automation > Bots > Autoreply.

  • Article Recommendation experience before the migration if you use Answer Bot
    User interface displaying the Article Recommendation experience using Answer Bot
  • After migrating to Automated Resolutions, you'll see the AI Agents experience, previously known as unified bots experience. If your account has MAUs, you already have access to this view.New AI Agents experience view showcasing the updated interface

If your account has MAUs, you will lose access to the Accounts > Usage > AI and bots usage page. Instead, use the automated resolutions dashboard.

Screenshot of the automated resolutions dashboard displaying usage metrics

Customers can manage automated resolution overages by selecting the option to not allow overages. When the automated resolution limit is reached, AI agents will be paused until additional automated resolutions become available or until overages is enabled. Customers who opt to allow overages will begin to incur charges at a higher pay-as-you-go rate once automated resolution limit is exceeded. The first overage invoices will be issued starting in January 2025.

Customers who were using AI agents before March 2024 will have until their next renewal before incurring any overage charges. Additionally, customers on non-standard contracts, such as enterprise license agreements, agent months, and multi-year agreements, as well as those sponsored by a Partner, will remain exempt from overage charges until 2025.

For more information see the article: Avoiding automated resolution overage.

Tickets and tags for Web Widget (Classic)

If your account uses Answer Bot or Article Recommendation on the Web Widget (Classic), you will already have tickets generated for automated resolutions with the ticket tag ai_agents_automated_resolution.

Tickets and tags for autoreplies on email and web form channels

If your account uses Answer Bot, Zendesk already adds ab_ tags to tickets when autoreplies with articles have been triggered and resolved. Once you migrate to Automated Resolutions, the ab_tags will update as follows:

  • ab_marked_unhelpful changes to ar_marked_unhelpful
  • ab_resolved changes to ar_marked_helpful
  • ab_suggest_true changes to ar_suggest_true
  • ab_suggest_false changes to ar_suggest_false
Important: If you use any of the Answer Bot tags, update all your automations, custom filtered views, objects, or rules with the new tags.

Resolutions reporting in Explore

Resolutions reporting in Explore will continue to report on autoreply with article performance, including whether users mark articles as helpful or unhelpful. Use the new automated resolution dashboard for outcome-based pricing for automated resolution performance.

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