What changed in AI support billing in 2026
Last checked 2026-09-30
Zendesk and Fin both charge for each conversation their AI resolves. Here is what changed in the last year, with a source for every line, and what to check on your own account.
Timeline
Sep 10, 2026Fin (formerly Intercom)
Salesforce completed its acquisition of Fin. Fin's AI pricing is still $0.99 per outcome for now.
Salesforce press releaseJun 15, 2026Fin (formerly Intercom)
Salesforce signed an agreement to acquire Fin, the company formerly called Intercom.
Salesforce press releaseMar 11, 2026Zendesk
Zendesk announced it was acquiring Forethought, which builds AI agents for customer service.
TechCrunchJan 1, 2026Zendesk
Automatic overage billing for automated resolutions began for customers on Agent Months (including Seasonal and Supplemental), Multi-Year and ELA subscriptions.
Zendesk help centerDec 19, 2025Zendesk
Zendesk said annual automated resolution allowances would be visible in Admin Center by this date.
Zendesk help centerNov 11, 2025Zendesk
Zendesk announced both changes above to affected customers.
Zendesk help center
What to check on your account
- Zendesk
- In Admin Center, open your automated resolutions usage page and check your allowance and what happens at the limit. Zendesk lets you pause AI agents at the limit instead of paying for overage. Source
- Fin (formerly Intercom)
- Check how many Fin outcomes you were billed for last month. Each one costs $0.99 at list price. Source
- Help Scout
- AI resolutions cost $0.75 each. Help Scout lets you set a monthly spending limit in AI Answers billing. Source
How Flatdesk bills AI
AI answers are part of the seat price: 100 per agent per month, shared across the team, at $49 per agent a month ($39 billed yearly). At the limit the AI pauses. Overage at $0.40 per answer exists only if an admin turns it on.