Prompting Action Flows with Admin Copilot
Admin Copilot now supports Action Flows. Instead of building your flows by hand you can now describe what you need, and Zendesk's AI will build your flows for you!
Stop building one big bot
AI Agents sit at the core of the customer experience. They are the conversational layer through which customers ask questions, receive answers, and move through to a resolution. But as AI capabilities evolve, so does the way we architect what sits behind that experience. https://www.zendesk.com/blo
Closing the Resolution Loop with Custom Agents
If you've been reading this blog for a while, the concept of resolutions shouldn't be new to you. AI Automation makes it possible to handle conversations at a scale where just counting interactions becomes a less relevant way to measure your operational excellence. An automated workforce ca
Building more powerful and connected Action Flows
New Action Flow capabilities and connectors give AI Agents, Agent Copilot and background automations more ways to execute work across your business.
Introducing Lisbon. A Conversational Experience for the Zendesk Help Center
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
Leveraging the Automation Potential dashboard in Zendesk
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-support-for-Knowledge-connectors-
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Combining agentic procedures with embedded templates in AI Agents
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 &
After Relate 2026: five Zendesk releases ready for service teams today
After Relate 2026: five Zendesk releases ready for service teams today. From keynote vision to real-world service tools, find out how these releases can support your team’s workflows, knowledge, and automation right now. https://www.zendesk.com/blog/zendesk-insights/innovation/five-zendesk-releases
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.zendesk.com/hc/en-us/articles/10745493624730-
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Messaging & Sunshine Conversations: the engine under the Resolution Platform
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-builder-connectors?ref=internalnote.com
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