Why this invoice needs two ledgers
Zendesk describes the resolution allowance as a flexible currency pool. Billing admins see allowance spend in currency, while operational admins can inspect resolution usage and contributing tickets. A reliable audit must join those views instead of treating either dashboard as the complete economic record.
Expected allowance spend = authorized tier economics applied to verified ticket-level usage, not a dashboard percentage.
Control map
| Layer | Publicly documented state | OutcomeRecon control |
|---|---|---|
| Tier | Assisted escalation, Contained resolution or Verified resolution | Reproduce the assigned tier from ticket events and conversation evidence where available |
| Allowance | Flexible currency pool funded by plan defaults and purchased allowance | Version the service order, plan, seats, committed allowance and billing period |
| Overage | Allowed or blocked; overage may be billed monthly | Tie overage timing and amount to allowance exhaustion and configured response |
| Finality | Email ends after 72 hours; messaging defaults to 2 hours and can increase to 72; voice ends at hangup | Apply the correct channel-specific observation window before final claim status |
| Dispute | Zendesk documents a support path for disputed tier assignments | Generate a source-linked claim and track response, credit issuance and application |
| Migration | Customers can remain on the prior model or transition to resolution tiers | Do not mix rulebooks; identify the exact account model and effective date |
Minimum data bundle
- Signed service order, amendments and negotiated tier pricing.
- Invoice plus Resolution allowance dashboard export for the exact period.
- Resolution usage CSV with ticket ID, tier, channel, brand, timestamp and cost.
- Ticket event history and AI conversation overview for challenged tiers.
- Overage setting history and the later credit/account ledger.
Current OutcomeRecon status
This page is a public-document control design, not a claim of native Zendesk production compatibility. Recon Engine can ingest flat exports and execute an authorized allowance/tier rulebook, but a Zendesk profile will not be labeled qualified until representative exports and a real signed service order pass exact invoice tie-out and regression tests.
P1 after a qualified design partner: map one real export, build a versioned fixture, prove one invoice exactly, then publish the honest boundary. No connector work comes first.