Zendesk's Resolution Pricing Splits Into Four Tiers — Only 'Verified Resolution' Bills, and Verification Is a Separate Step

Futurum Group·medium signal

Zendesk's outcome pricing has evolved past a single per-resolution rate into four tiers: Unassisted Conversation (free), Assisted Escalation (free), Contained Resolution (free), and Verified Resolution (paid), where the agent fully resolved the request AND a verification step confirmed the customer's issue was actually fixed. Effective rates run $1.50-2.00 per verified resolution plus a $50/agent/month Advanced AI add-on, atop the base plan. The architectural lesson for anyone building outcome pricing: 'outcome' is not self-evident, and the verification mechanism is the actual product decision — three of four tiers bill nothing.