Manage usage for AI agent resolutions
Usage charges for AI agent resolutions will start on December 3, 2026. You won’t be billed for usage until then.
AI agents are available on Standard, Premium, and Enterprise plans. They are not available on the Free plan.
AI agent resolutions are charged only when your AI agent resolves a customer's request without handing the conversation to your team. The agent must provide a complete answer, and the conversation must be judged as resolved by the system’s LLM (large language model) judge.
You can choose how your organization pays for AI agent resolutions, and track your usage of resolutions.
Paying for AI agent resolutions
AI agent resolutions are charged separately from Rovo credits, Automation steps, and Assets objects.
Customer Service Management plans don't include an allowance for AI agent resolutions – your organization is charged $1.00 per resolution from the first successful resolution.
You can choose between two billing options (or use a combination of both):
Usage-based billing
Resolution packs
These options are slightly different for customers on monthly and annual plans.
Monthly plans
Usage-based billing
If you’re on a monthly plan, usage-based billing is the easiest option. With usage-based billing, resolution charges from the previous month are simply added to your monthly bill.
Resolution packs
Resolution packs allow you to purchase a specific number of resolutions in advance. These resolutions become your monthly allowance. Any unused resolutions in your pack expire at the end of your monthly billing period and don't carry over to the next month.
If you use a combination of resolution packs and usage-based billing, your resolution packs are used first. Usage-based billing only applies once you've used all the resolutions in your packs.
Annual plans
Resolution packs
If you’re on an annual plan, resolution packs allow you to buy resolutions in advance and receive a discount for bulk purchases.
When you buy a resolution pack, the total number of resolutions is divided equally and added to your allowance each month for 12 months. Any unused resolutions in your pack expire at the end of your monthly billing period and don't carry over to the next month.
Resolution pack volume | Discount | Net price per resolution |
|---|---|---|
Fewer than 12,000 | 0% | $1.00 |
12,000 to 49,999 | 5% | $0.95 |
50,000 to 199,999 | 10% | $0.90 |
200,000 or more | 15% | $0.85 |
Usage-based billing
You can choose to use usage-based billing as your only payment method or as fallback option for when you’ve used your allowance from a resolution pack. This ensures your AI agents always remain active.
If you use a combination of resolution packs and usage-based billing, your resolution packs are used first. Usage-based billing only applies once you've used all the resolutions in your packs. If you prefer to only pay with resolution packs, you can disable usage-based billing.
Although your subscription is billed annually, usage-based billing for resolutions is charged monthly. You’ll receive a bill for the resolutions you used during your previous monthly billing cycle.
Tracking and managing usage
You can track your usage, see forecasted usage and set usage limits in Atlassian Administration.
To track and manage usage:
In Administration, select Insights, then Platform usage.
Select AI agent resolutions.
Usage limits
By default, your organization starts with a limit of 25,000 resolutions per month for usage-based billing.
When you exhaust any resolution packs and reach your monthly usage-based billing limit, your AI agent stops providing direct resolutions. Instead it will notify customers that it’s raising a request on their behalf, and will automatically create a work item using your default form.
To change your usage limit:
In Administration, select Insights, then Platform usage.
Select AI agent resolutions.
Select the More primary actions dropdown () next to Get more usage.
Select Update extra usage limit.
Use the slider to adjust your limit or enter your limit in the field.
Select Save.
Customer Service Management has a system limit of 250,000 AI agent resolutions each month. If you need more, contact us.
Testing your AI agent without being charged
You can test your AI agent’s responses at any time to make sure they’re accurate and helpful. To ensure you’re not charged for this, make sure you do it in the test panel in the AI agent’s settings. Read more about testing your AI agent.
You can also test your agent with batches of questions without being charged by running an evaluation.
Testing your AI agent in any channels will result in charges for successful resolutions.
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