| Announced on | Rollout starts from |
| March 6, 2025 | April 7, 2025 |
Zendesk is releasing an update to include tickets created via the API and Web Widget (Classic) channels in the evaluation for automated resolutions in autoreplies with articles. This change ensures that the automated resolution definition is applied equally across all applicable tickets.
This article contains the following topics:
What’s changing?
Previously tickets created via the API and Web Widget (Classic) channels that used the Autoreplies with article trigger action were excluded from the evaluation for automated resolutions in autoreplies with articles.
Now if a ticket meets the definition, regardless of the channel through which the ticket was created, it will be counted as an automated resolution.
Why is Zendesk making this change?
This change is being made to ensure that the automated resolution definition is applied equally across all tickets that meet the definition of an automated resolution.
What do I need to do?
No action is needed on your part. You can manage your automated resolutions on your account at any time by following the directions here.
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.
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