Contained Resolution

Contained Resolution is a Zendesk AI agent outcome where a meaningful customer request was handled by the AI agent without human involvement or follow-up, but without the extra signals required to confirm the outcome was complete and satisfactory. It sits between an assisted escalation and a verified resolution.

Why Contained Resolution Matters

Contained resolutions count toward automated resolution rate but are not billed as automated resolutions. A rising contained share can mean automation is genuinely absorbing work, or that conversations are ending without confirmation — so this tier should always be read next to reopen and repeat-contact signals.

How to Calculate

Contained resolutions / (Unassisted conversations + Assisted escalations + Contained resolutions + Verified resolutions) × 100

In TicketBoard

TicketBoard helps you track contained resolution and related metrics from your Zendesk data. Connect your account for instant visibility.