A weekly newsletter about Zendesk
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.
Procedures turn your support processes into automated workflows. Use them with an AI Agent for full automation, or as Agent Copilot procedures to guide human agents. Document your processes, identify repetitive steps, and build procedures that close the gap between knowledge and action.
Customer care is shifting from ticket handling to resolution design. This article explains how Zendesk’s Resolution Platform—combining Agent Copilot, AI Agents, knowledge and context—helps teams build clearer, use-case-driven paths. Part one covers intent classification.
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.
Agent Copilot transforms support by shifting agents from manual execution to strategic oversight. By handling repetitive tasks like data retrieval and drafting, it frees your team to focus on human empathy and complex problem-solving. This article dives into what's new!
We're shifting from deterministic rules to agentic AI. While classic workflows provide consistency and rigid logic, agentic procedures adapt to human language and non-linear conversations. Modern CX thrives on a hybrid approach, blending the reliability of rules with the flexibility of AI.
Procedures turn your support processes into automated workflows. Use them with an AI Agent for full automation, or as Agent Copilot procedures to guide human agents. Document your processes, identify repetitive steps, and build procedures that close the gap between knowledge and action.
Zendesk’s classic email-based ticket lifecycle has evolved into a far more dynamic model shaped by messaging behaviour, conversation states, and AI Agents. This article explains how modern conversations starts and ends, and move between AI and human agents across the full ticket lifecycle.
Unlock memory-rich personalization with Zendesk's new Authentication Metadata. We explore how AI Agents can now natively verify users and access Support IDs without workarounds. Learn to use the new authenticated and zendeskId properties for secure, context-aware automation.
Zendesk AI Agents now handle multiple intents in a single customer message, resolving each question one by one across both messaging and email. This upgrade reduces failures, avoids unnecessary escalations, and delivers clearer, more complete responses with no setup required.
Embeddable mode transforms the Zendesk Widget from a fixed overlay into a flexible, fully integrated component. You can embed it anywhere, split it into separate components, customise its UI, trigger conversations programmatically, and match it to your product’s layout and design.
Zendesk is evolving from a Help Centre model to a full knowledge platform. It shows how knowledge powers AI Agents, Agent Copilot and omnichannel experiences, how content adapts per channel, and how tools like Knowledge Builder and Connectors turn knowledge into resolution intelligence.
