Zendesk resolution allowances and tiers
| Public event | Control impact | Primary source |
|---|---|---|
| Resolution tiers introduced May 18, 2026 | Accounts can use Assisted escalation, Contained resolution and Verified resolution states with channel-specific finality. The applicable account model must be identified. | Zendesk tier definitions |
| Resolution allowance model and staged upgrades | Allowance is a currency pool; customers can remain on a prior model during transition. Never mix legacy and tiered rulebooks. | Zendesk upgrade model |
| Ticket-level contributing resolution export documented | Invoice control can tie financial allowance spend to ticket ID, tier, channel, brand, timestamp and cost. | Zendesk usage export |
Intercom Fin outcomes
| Public event | Control impact | Primary source |
|---|---|---|
| Outcome model published July 30, 2026 | Four outcome types, at most one outcome per conversation, new qualification economics and explicit nonbillable states require a versioned policy. | Intercom Fin outcomes |
| Customer-return and final-question rules documented | A later return can reverse a resolution across billing periods; unanswered final clarification is not a resolution. | Intercom resolution definition |
| Human-request exception clarified | A human request is not automatically recoverable: the documented collect-information condition and actual escalation path must be evidenced. | Intercom FAQ and billing scenarios |
How the log is used
A change creates a new proposed public-reference policy, never a silent rewrite of prior results. OutcomeRecon records policy ID, effective dates, authority type, precedence, source, named approver, approval time and canonical hash. A signed contract profile has higher authority than a public-reference profile.
Coverage boundary: this is a curated control log, not a complete price catalog. Negotiated rates, amendments, credits and order-form commitments are private and must be supplied for a real audit.