Predictika · Zendesk Suite and AI agent quotes

An AI sales agent's Zendesk quote, checked before it goes out

An AI sales agent prepares a Zendesk Suite quote with AI-agent resolution commitments for a customer: plan, agent seats, per-agent add-ons, billing and term, resolution commitment, and discount. Before it goes out, the agent sends it to Predictika, which checks it against a declarative model of the quoting rules and returns a verdict, every reason and the allowance it computed.

Scope: Zendesk Suite and AI-agent (automated resolution) quotes: plans, add-ons, billing and term, co-term, resolution allowance and commitment, and discount approvals. See everything this validator covers

This validator models Zendesk Suite quotes with AI-agent resolution commitments — not just the scenarios shown below.

  • Plans and seats — Suite Team, Growth, Professional, Enterprise and Enterprise Plus, at least one paid agent seat, and no mid-term downgrade in plan or seats.
  • Per-agent add-ons — Copilot (Suite Professional or above), Workforce Engagement and Contact Center, none covering more agents than the plan has seats.
  • Billing, term and co-term — monthly, annual and multi-year billing, term limits, and additions or changes co-termed with the existing subscription.
  • AI-agent resolutions — the included resolution allowance per seat by plan (capped at $5,000 a year) compared with the allowance the quote states, a committed block of resolutions that needs annual or multi-year billing, and the overage setting.
  • Discounts and approvals — who can approve a discount by deal size, a commitment running past the subscription term, and very large commitments.

Any Zendesk Suite quote that touches these plans, add-ons, terms, resolution commitments or discounts is in scope — not only the scenarios pictured here. Not covered: prices of any kind (Enterprise pricing is quote-only and no price list was used, so this validator produces no price build-up or line-item quote) and Zendesk's own CPQ configuration. Assumption: the term limits, the discount limits (5, 15 and 25 percent) and the 10,000-a-month commitment threshold are placeholders, not Zendesk policy.

The AI sales agent (scripted)Builds the Zendesk quote from the conversation and says it is ready.
Predictika validatorChecks every rule at once and returns the verdict, each finding, and the computed allowance.

6 scenarios in 3 groups · each group runs from the agent’s first attempt to the outcome · click one to switch

What the agent proposes

The AI sales agent says

Illustrative agent statement. The validator receives the structured request below.

Proposing agent: AI sales agent (scripted)

Before sending, the agent must call Recorded run

Predictika validator


      

        
        
        
      

      
Waiting for the call.

      
    

  

  
  

    
Where rules-based CPQ gets it wrong
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Our assessment of what a typical rules-based CPQ (product rules, price rules and validation rules, as in Salesforce CPQ) does with the same cases. It is a judgment about effort and reliability, not a claim that nothing can be built.

    
What the validator caughtTypical rules-based CPQPredictika
Add-ons that depend on the plan and on the seat count (Copilot needs Suite Professional or above; no add-on can cover more agents than the plan has seats)Only with care
A product rule can require the plan, but comparing several add-on quantities with the seat count takes summary fields and one validation rule per add-on.		Plan, seats and add-ons travel with the quote and every comparison is checked on every call.
Billing, term and commitment that depend on each other: monthly billing is one month, takes no commitment and no discountOnly with workarounds
The limits depend on the billing choice, and the commitment and discount sit on other lines. It takes a chain of interacting rules, and a change to one tends to break another.		Every rule is checked on every call, whatever order the choices arrive in.
Additions and changes co-termed with the current subscription, and no mid-term downgradeOnly with workarounds
The current plan, seats and remaining term have to be copied onto the amendment quote before a rule can compare them.		The current subscription travels with the quote and is compared on every call.
A quote that states an included resolution allowance different from what the seats give, with the $5,000 yearly capOnly with care
A rule can compare a stated figure with a calculated field, but only if the stated figure is a field on the quote, which it rarely is.		The stated allowance travels with the quote and is compared with the computed one.
Every problem returned in one answerOnly with workarounds
Rules tend to fire as the quote is saved or a step is completed, so a rep often fixes one error and meets the next.		All findings come back together, whatever order the choices arrived in.

  

  

    
What this validator catches: findings from its test cases
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Every rule is checked on every call, in any order the choices arrive; one problem never hides another. Blocking findings stop the quote; approval findings need a person to sign off; everything else is computed.

    
1A new deal on monthly billing must run between 1 and 1 months; the quote has 36 months.
2A committed block of automated resolutions needs annual or multi-year billing; monthly billing has no commitment.
3Negotiated discounts apply to annual and multi-year terms; monthly billing takes none, and the quote asks for 5 percent.
4The Copilot add-on requires Suite Professional or above; the quote has Copilot on a lower plan.
5Per-agent add-ons cannot cover more agents than the plan has seats; the quote has 250 seats, 100 Copilot, 80 Workforce Engagement and 300 Contact Center seats.
6Additions and changes are co-termed with the existing subscription, which has 18 months left; the quote has 36 months.
7An active subscription can be upgraded but not downgraded in plan or seats mid-term; the change lowers it from 250 seats on the Enterprise plan.
8The quote states $30,000 of included resolution allowance per year; the seats on this plan give $5,000.
920 percent discount exceeds the 15 percent anyone can approve on a deal of $750,000.
10The resolution commitment runs 48 months, past the 36 months of the subscription it sits on.
11A commitment of 12,000 automated resolutions a month is above the 10,000 a deal desk can sign off alone.
12Overage is switched off, so AI agents stop and requests go to live agents when the allowance and commitment run out; the customer must accept that.
1312 percent discount is above the 5 percent a rep can give; approvable up to 15 percent on this deal ($400,000).
14The quote needs at least 1 paid agent seat; it has 0.

  

  

    
Scenarios and results
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The recorded result of the validator for each scenario on this page: the request the AI agent sent, the verdict, and every finding, in the order they appear above.

    
1. Billing, term and allowance: Monthly billing with a commitment and a misstated allowance

    
The agent's request. Please quote a new Zendesk Suite Enterprise subscription for Larkspur Retail Group: 250 agent seats billed monthly for 36 months, Copilot for 100 agents, Workforce Engagement for 80, Contact Center for 40, a commitment of 8,000 automated resolutions a month for 36 months, and a 5 percent discount. The deal value is $750,000 and the quote states $30,000 of included resolution allowance per year. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Term outside the allowed range. A new deal on monthly billing must run between 1 and 1 months; the quote has 36 months.
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  • Commitment needs annual billing. A committed block of automated resolutions needs annual or multi-year billing; monthly billing has no commitment.
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  • No discount on monthly billing. Negotiated discounts apply to annual and multi-year terms; monthly billing takes none, and the quote asks for 5 percent.
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  • Stated allowance does not match. The quote states $30,000 of included resolution allowance per year; the seats on this plan give $5,000.
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2. Billing, term and allowance: The agent resubmits after fixing the errors

    
The agent's request. Please quote a new Zendesk Suite Enterprise subscription for Larkspur Retail Group: 250 agent seats billed annually for 36 months, Copilot for 100 agents, Workforce Engagement for 80, Contact Center for 40, a commitment of 8,000 automated resolutions a month for 36 months, and a 5 percent discount. The deal value is $750,000 and the quote states $5,000 of included resolution allowance per year. It is ready to send.

    
Verdict: Allowed.

    
    
      
  • Allowance summary. 250 agent seats on this plan include $5,000 of automated resolution allowance per year (cap $5,000).
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3. Plan and add-ons: Copilot on a lower plan and too many Contact Center seats

    
The agent's request. Please quote a new Zendesk Suite Growth subscription for Larkspur Retail Group: 250 agent seats billed annually for 36 months, Copilot for 100 agents, Workforce Engagement for 80, Contact Center for 300, a commitment of 8,000 automated resolutions a month for 36 months, and a 5 percent discount. The deal value is $750,000 and the quote states $5,000 of included resolution allowance per year. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Copilot needs a higher plan. The Copilot add-on requires Suite Professional or above; the quote has Copilot on a lower plan.
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  • Add-on seats above agent seats. Per-agent add-ons cannot cover more agents than the plan has seats; the quote has 250 seats, 100 Copilot, 80 Workforce Engagement and 300 Contact Center seats.
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4. Plan and add-ons: The agent resubmits after fixing the errors

    
The agent's request. Please quote a new Zendesk Suite Professional subscription for Larkspur Retail Group: 250 agent seats billed annually for 36 months, Copilot for 100 agents, Workforce Engagement for 80, Contact Center for 40, a commitment of 8,000 automated resolutions a month for 48 months, and a 5 percent discount. The deal value is $750,000 and the quote states $5,000 of included resolution allowance per year. It is ready to send.

    
Verdict: Needs approval.

    
    
      
  • Commitment outlasts the subscription. The resolution commitment runs 48 months, past the 36 months of the subscription it sits on.
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  • Allowance summary. 250 agent seats on this plan include $5,000 of automated resolution allowance per year (cap $5,000).
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5. Mid-term changes: A downgrade that is not co-termed, with a large discount

    
The agent's request. Please quote a mid-term change for Larkspur Retail Group, moving the subscription from Suite Enterprise with 250 agent seats to Suite Professional: 250 agent seats billed annually for 36 months, Copilot for 100 agents, Workforce Engagement for 80, Contact Center for 40, a commitment of 8,000 automated resolutions a month for 36 months, and a 20 percent discount. The current subscription has 18 months left. The deal value is $750,000 and the quote states $5,000 of included resolution allowance per year. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Not co-termed with the subscription. Additions and changes are co-termed with the existing subscription, which has 18 months left; the quote has 36 months.
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  • Mid-term downgrade. An active subscription can be upgraded but not downgraded in plan or seats mid-term; the change lowers it from 250 seats on the Enterprise plan.
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  • Discount above the approval limit. 20 percent discount exceeds the 15 percent anyone can approve on a deal of $750,000.
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6. Mid-term changes: The agent resubmits after fixing the errors

    
The agent's request. Please quote a mid-term change for Larkspur Retail Group, moving the subscription from Suite Enterprise with 250 agent seats to Suite Enterprise Plus: 300 agent seats billed annually for 18 months, Copilot for 100 agents, Workforce Engagement for 80, Contact Center for 40, a commitment of 8,000 automated resolutions a month for 18 months, and a 5 percent discount. The current subscription has 18 months left. The deal value is $750,000 and the quote states $5,000 of included resolution allowance per year. It is ready to send.

    
Verdict: Allowed.

    
    
      
  • Allowance summary. 300 agent seats on this plan include $5,000 of automated resolution allowance per year (cap $5,000).
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Narration transcript
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The text of the narrated walkthrough, step by step.

    
    
      
  1. Welcome to a demo of Predictika's Validator. An AI sales agent prepares a Zendesk Suite quote with AI-agent resolution commitments for a customer: plan, agent seats, per-agent add-ons, and more. Before it goes out, the agent sends it to Predictika, which checks it against a declarative model of the quoting rules and returns a verdict, every reason and the allowance it computed.
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  2. I will start with the first request by the agent.
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  3. The agent says. Please quote a new Zendesk Suite Enterprise subscription for Larkspur Retail Group: 250 agent seats billed monthly for 36 months. The deal value is $750,000 and the quote states $30,000 of included resolution allowance per year. The rest of the request is on screen.
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  4. Before it goes out, the agent calls the validator.
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  5. Blocked, with four findings, all in one answer. A new deal on monthly billing must run between 1 and 1 months; the quote has 36 months. A committed block of automated resolutions needs annual or multi-year billing; monthly billing has no commitment. Negotiated discounts apply to annual and multi-year terms; monthly billing takes none, and the quote asks for 5 percent. The other one is on screen.
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  6. The validator returned four blocking findings in one answer. A check that reads one field at a time would pass most of this; it shows only when the choices in the quote are checked against each other.
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  7. What this shows: for billing, term and commitment that depend on each other: monthly billing is one month, takes no commitment and no discount, a rules-based CPQ can do this only with workarounds.
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  8. Now the agent resubmits.
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  9. The corrected request. It changes the billing to annual and the included resolution allowance stated on the quote to $5,000.
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  10. It calls the validator again.
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  11. This time the validator clears it.
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  12. All four earlier findings are cleared, and the validator's total, $5,000, matches the quote.
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  13. Four problems caught in one call, fixed in one pass, and a clean quote. That is the value of Predictika's validator: catching mistakes before they reach the customer. Now you can try the other scenarios yourself.
    14.