Internal Note, a weekly newsletter about Zendesk
Let's rewind the clock a decade or two. Customer Care at that moment was fairly simple. Customers reached out over email, and an agent replied back to them with an answer. This meant that your customer support workload was equal to the amount of incoming emails. Deflection, or self-service was
At Zendesk we've been pushing automation in Customer and Employee service forward. With AI Agents running your conversations autonomously, Copilots assisting your agents and admins, or the new Custom Agents running specialised processes alongside conversations. These agents run across a variety
Zendesk is adding six new knowledge connectors: Jira, Contentful, Notion, Amazon S3, Dropbox and Zendesk content from other instances. This and the new support for PDFs expands the available content for AI Agents and Agent Copilot. https://support.zendesk.com/hc/en-us/articles/10735302080666-PDF-su
Conversational AI Agents are designed to handle customer conversations from question to resolution autonomously. They can do this by generating answers based on knowledge sources, or they can follow instructions and handle specific, more complex, use cases with logical flows. A customer might ask &
Zendesk is making its topic, sentiment, entity and language detection available for all Suite Professional or above customers, giving you automated insights in your conversations. Agent Copilot is still required if you want to leverage these findings in triggers or automations. https://support.zend
Most admins and agents using Zendesk never think about Sunshine Conversations. And that is rather the point. It sits underneath the entire conversational experience in Zendesk. It does not show up as a tab in Agent Workspace. It is not a single feature you'll find in Admin Center. But every web
Zendesk is adding five new action flow connectors: HubSpot, Chargebee, Stripe, Calendly, and GitHub. These let teams handle CRM updates, billing tasks, scheduling, and engineering handoffs directly in Zendesk. https://support.zendesk.com/hc/en-us/articles/10934150610586-Announcing-new-action-builde
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.
Admin Copilot now surfaces updates to Macro content, as well as improvements for Trust and Safety as part of its recommendations. https://support.zendesk.com/hc/en-us/articles/10621284039962-Announcing-macro-content-suggestions-and-trust-safety-recommendations
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.
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 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,