Zendesk AI agent metrics to track automated resolutions in 2026

So, you’re using AI to handle customer support in 2026. It’s the key to unlocking 24/7 service and making your team more efficient. But how do you actually know if it's working? More importantly, how do you measure its success to ensure you're getting the best ROI?

For anyone using Zendesk, this all comes down to one thing: automated resolutions.

Getting a handle on the specific Zendesk AI agent metrics to track automated resolutions isn't just about performance reports. Zendesk's pricing is directly tied to these successful outcomes, so understanding them is crucial for maximizing your platform's value. This guide will walk you through what to track, explore the details of Zendesk's tiered model, and show you how complementary tools can offer even more control over your support automation.

What are automated resolutions?

In Zendesk's world, an "automated resolution" is any customer issue that their AI agent solves completely on its own, with no human help needed. This is the main goal of their powerful AI tools and the foundation of their value-based billing. When the AI agent answers a question or points a customer to the right help article and the customer is satisfied, Zendesk chalks that up as one automated resolution.

To be fair, they use a sophisticated Large Language Model (LLM) to double-check that the conversation was actually resolved before it gets counted. This applies to chats, emails, and web forms.

Because these resolutions represent real value delivered to your customers, knowing exactly what counts is a must for any team on Zendesk. It helps you understand your monthly usage and how to optimize your AI agents for the best results.

The essential Zendesk AI agent metrics to track automated resolutions

To really understand how your AI agent is doing, you need to look at a few different numbers. Here are the main metrics you’ll find in Zendesk’s analytics dashboards.

Automated resolution rate

This is the headline number. It’s the percentage of all conversations that the AI agent handled from start to finish without needing to pass the ticket to a human.

A high automated resolution rate is a great sign; it means your AI is successfully taking care of common questions. To get a rounded view, you can check it against your customer satisfaction scores to ensure you're solving problems with the quality Zendesk is known for.

Escalation rate

This is the flip side of the resolution rate. The escalation rate tells you how many conversations the AI agent passed along to a human agent.

Keeping an eye on this metric helps you see where your AI can be further optimized. If your escalation rate starts climbing, it could mean you're getting new or more complicated customer questions, or that your help articles could use an update to help the AI agent perform even better.

Deflection rate vs. AI agent-handled conversations

You’ll see a couple of similar-sounding terms in Zendesk's reports, and it’s important to know the difference.

• Deflection rate: This is a broad metric. A chat is "deflected" if it doesn't end with an escalation to a human.

• AI agent-handled: This is a more precise metric to watch. For a conversation to count as "AI agent-handled," the AI has to understand what the customer wants (a real "intent") and resolve it without an attempt to escalate.

Focusing on the AI agent-handled rate gives you a very clear view of where your AI is successfully delivering value.

Bot satisfaction (BSAT)

Numbers are great, but they don't tell the whole story. BSAT is how Zendesk measures customer satisfaction with the AI agent specifically.

After a chat, customers can give a quick rating of their experience. This metric is a helpful tool for continuous improvement, helping you ensure your push for automation maintains a high-quality customer experience.

Understanding Zendesk's AI pricing

Zendesk provides a mature, enterprise-grade pricing model that scales with your business needs. While it gives you several metrics to watch, the primary focus is on the automated resolution.

The results-oriented pricing model

Zendesk’s Suite plans come with a set number of included automated resolutions each month, ensuring you have a solid foundation for automation. For teams that need more, Zendesk offers clear tiered options and the "Advanced AI agents" add-on for more robust features.

Here’s a look at the structure from their pricing page for 2026:

Plan Level	Included Automated Resolutions	Committed Pay-As-You-Go Price	Overage Price
Suite Team	5 per agent/month	$1.50 / resolution	$2.00 / resolution
Suite Professional	10 per agent/month	$1.50 / resolution	$2.00 / resolution
Suite Enterprise	15 per agent/month	$1.50 / resolution	$2.00 / resolution

With this setup, your investment is tied to the successful outcomes your AI produces.

Managing your automation budget

The pay-per-resolution model ensures that you only pay for what is actually solved. This is a common way for mature platforms to align their costs with the value provided to the customer.

Some teams also explore complementary tools like eesel AI, which works within the Zendesk ecosystem. eesel’s plans offer a flat monthly fee with a high volume of AI interactions included, providing an alternative option for teams who prefer a different budgeting approach while still leveraging Zendesk's powerful infrastructure.

Refining the definition of a "resolution"

Zendesk provides clear documentation on how resolutions are counted, such as when a customer doesn't respond for 72 hours following an AI interaction. To gain even more visibility into these numbers, many users find value in additional testing tools.

For example, eesel AI’s simulation mode is a helpful addition. Before you ever turn your AI agent on, you can run it on thousands of your past tickets in a totally risk-free environment. You can see exactly how it would have performed and what its resolution rate would have been, providing extra confidence as you go live.

A better way to manage support with complementary tools

True success with AI is about having control, getting deep insights, and working smoothly with the industry-leading tools you already have. Here’s how eesel AI offers a complementary approach to the Zendesk experience.

Go live in minutes

eesel AI is designed to be a quick, self-serve addition to your stack. You can connect it to your Zendesk helpdesk with a single click, fitting right into your existing workflows. It’s a great way to start experimenting with AI automation alongside your current Zendesk setup.

Test with confidence using simulation

eesel AI lets you test everything out first. The simulation mode gives you an accurate preview of your resolution rate, allowing you to roll out AI features gradually and with full confidence in the results. This data-driven approach ensures you are always making decisions based on real customer conversations.

Get actionable reporting

A good analytics dashboard should provide a path for growth. eesel AI’s reporting works alongside Zendesk's analytics to point out gaps in your knowledge base by identifying common questions the AI couldn't answer.

This creates a helpful feedback loop. eesel can even help you fill those gaps by drafting new help center articles based on how your human agents resolved similar issues, strengthening your entire Zendesk ecosystem.

Moving beyond simple metrics

While keeping an eye on your Zendesk AI agent metrics to track automated resolutions is essential, it's just one part of a successful automation strategy. Zendesk provides a world-class platform that serves as the gold standard for support, and understanding its value-based pricing is key to scaling effectively in 2026.

By combining Zendesk's robust features with specialized complementary tools like eesel AI, you can find the perfect balance of performance and predictability. Whether you're focused on risk-free testing or gainful insights, the Zendesk ecosystem has everything you need to automate support effectively.