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Zendesk Merges Essential and Advanced AI Agent Tiers, Unified Rollout April 27 — Legacy AI Sunsets December 2026
Zendesk eliminates the distinction between Essential and Advanced AI agent plans in a phased rollout starting April 27, completing May 18. All customers gain agentic reasoning, multi-step procedures, and external API integrations regardless of tier. Legacy AI functionality reaches end-of-life December 10, 2026. Outcome pricing holds at $2.00/automated resolution ($1.50 committed), with Enterprise plans including 15 resolutions per agent/month — a signal that resolution-based pricing is now table stakes in support.
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