Internal Note, a weekly newsletter about 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
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.
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.
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.
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.
Zendesk’s acquisition of Forethought marks a major leap in customer service automation. Combining platform depth with Forethought’s multi-agent AI, Zendesk pioneers a self-improving, omnichannel Resolution Platform that transforms customer support from reactive tickets to proactive processes.
Zendesk helps businesses build AI-ready knowledge bases that power faster, consistent, and personalized customer service. By connecting, governing, and optimizing knowledge, Zendesk enables AI Agents and Agent Copilot to automate routine queries and assist agents for better resolutions at scale.
Conversation Extensions enhance Zendesk AI Agents by embedding custom web views in conversations, enabling interactive UIs for complex tasks like bookings and refunds. They integrate metadata, support context-driven actions, and improve customer experience offering flexible, reusable solutions.
Zendesk is retiring Legacy Custom Objects by July 2026, urging migration to new Custom Objects. The modern version offers improved field types, UI integrations, lookup fields, and better data management. Migration involves mapping, exporting, cleaning, and importing data carefully.
Zendesk’s AI-powered App Builder lets support teams rapidly create custom apps without coding. Integrated seamlessly within Zendesk, it empowers frontline agents and team leads to innovate, streamline workflows, and extend platform capabilities securely and easily.
Teams customizing Zendesk face a choice: build custom tools with full control but high maintenance, or use native features offering security, stability, and integrated AI automation. Learn how leveraging Zendesk’s built-in extensibility often leads to better scalability, security, and insights.
Explore Zendesk’s Resolution Platform in part 4 of our series, focusing on Data & Actions. Learn how to harness customer data, automate workflows, and design smart, reusable actions that empower AI Agents and agents to resolve tickets faster and smarter.