Action Platform. The new way of automating Zendesk
A guide to Zendesk’s shift toward the Action Platform, showing how defaults stay in triggers while routing, integrations, and workflow logic move into Action Builder and Custom Actions.
Enriching Zendesk’s Knowledge Graph With External Sources
Zendesk’s Knowledge Graph turns knowledge into a connected platform layer. This article shows how Federated Search and Knowledge Connectors bring content from Help Centre, websites and internal tools into one graph, then surface, measure and improve it across channels.
Testing Zendesk's new Custom Agents
Zendesk’s Custom Agents and Agent Builder turn business logic into reusable AI components. For this article I've configured a family of agents that can handle real processes, improve reuse, and simplify automation.
Zendesk Relate 2026 - Evolving the Zendesk Resolution Platform
Zendesk Relate is the company’s flagship annual event for customer and employee service leaders, bringing together more than 2,000 attendees for three days of keynotes, product sessions, workshops, networking, and customer conversations. This year, the conference is taking place May 18–20 in Denver,
Zendesk Relate 2026 - Specialised AI Agents
In the previous article in this series, I laid out the new shape of the Resolution Platform. Resolution sits in the middle. Two flows feed it. The resolution flow handles the customer's question. The learning flow makes the platform better at the next one. This article is about the first flow.
Zendesk Relate 2026 - Proactive Copilots
In my introduction to Relate 2026 I described the Resolution Platform as two flows feeding each other. The resolution flow handles a customer's question. The learning flow makes the platform better at handling the next one. The previous article in this series covered the first flow. The Autonom
Zendesk Relate 2026 - Connected AI systems
The previous two articles in this series covered the two sides of the Resolution Platform. AI Agents resolving customer questions. Copilots closing the learning loop. But underneath these processes lies the platform itself. The engine that powers the resolution flow, runs the learning flow, and conn
How to embed Zendesk in your customer experience - Integrating Internal Note with Zendesk
Most people look at Zendesk, or any other CX platform, and might see it as a standalone environment where their agents interact with customers. And while this might have been true in the early 2000s, it's wrong today. Today, Zendesk functions as a resolution platform. It connects to your conten
Introducing Admin Copilot. Keep your Zendesk on target.
Zendesk Admin Copilot turns admins from manual configuration hunters into strategic operators. It surfaces account-specific insights, recommends fixes, and helps execute changes with approval, closing the loop between data, AI, and action.
What's new for Zendesk AI Agents Advanced
Zendesk is unifying its AI Agent offering and making agentic email GA. This roundup covers every notable AI Agents Advanced release in 2026 so far, from hybrid procedures and knowledge replies to new governance tools and conversation journey reports.
Deep-dive into Zendesk Intent Detection
Manual ticket triage and categorization waste time, delay responses, and limit automation. Zendesk’s AI-powered Intelligent Triage automatically classifies tickets by intent on arrival, enabling faster routing, accurate prioritization, and deeper reporting for smarter support workflows.
How to eliminate duplicate tickets and adopt the new AI Agent ticket model for AI Agents Advanced
Zendesk now creates a ticket for every interaction, unifying AI and human workflows into one ticket throughout the conversation. This might cause duplicates for previous workarounds. The article explains ticket lifecycle changes and how to adapt.