How to view my automatic resolution balance and billing

How your automated resolution allowances and usage are displayed and billed.

What's changing?
As announced, we released an update to improve visibility into your account's automated resolution allowance. Beginning at your next renewal after January 1, 2026, we will begin automatically tracking and billing automated resolution overages. Key details include:
 

• Visibility: Automated resolution allowance and usage will be visible directly from the Admin Center home page and from Admin Center > Account > Usage > Automated resolutions usage, providing clear insight into your account's consumption and thresholds.
   
• Billing: Overage billing will be automated. Monthly charges will only apply if your automated resolution usage exceeds your allowance.
   
• Allowance reset:
  • Automated resolution allowances will reset annually on the anniversary date of your base subscription (Suite or Support).
     
  • If your subscription term is not a multiple of 12 months, the first usage period will cover the initial partial ("tail") term, and subsequent resets will occur annually thereafter (e.g., for a 30‑month term, the first reset occurs after 6 months, then every 12 months for the remainder of the term).

What do I need to do?
If you haven't already, please review your current automated resolution allowance and usage in Admin Center. If needed, add additional automated resolutions to stay within your limits and avoid overages. For any questions, contact your Zendesk Account Executive.

Important to note:
 

• There will be no retroactive billing for past overages. You'll be billed monthly only for overages incurred after the change takes effect - no earlier than your next renewal date after January 1, 2026.
   
• Most accounts with substantial overages are already being managed by our Sales and Revenue Operations teams, so no customers should experience significant unexpected charges as a result of this change.

Questions?
If you'd like to learn more about this change, please review our announcement or contact us and we'll be happy to help.