Categories
The content on this blog is organised around Zendesk’s Resolution Platform. Each section reflects one of the core layers that power modern, AI-driven customer and employee experiences — from knowledge and procedures to actions, agents, and governance.
This structure makes it easier to explore how features work together, how they apply in real workflows, and how they contribute to automated, trusted resolutions across every channel.
Platform
Agent Copilot
Explore Zendesk Agent Copilot features like suggested replies, intent detection, auto-assist procedures, and writing tools. Learn how Copilot helps agents work faster, stay on-brand, and reduce repetitive tasks across channels.
Agent Workspace
Learn to navigate and optimize Zendesk’s unified Agent Workspace. From omnichannel ticket handling to workspace setup and shortcuts, we cover everything that helps agents work efficiently across messaging, email, voice, and more.
AI Agents
Zendesk AI Agents autonomously resolve tickets in messaging and email using adaptive reasoning. Dive into setup, intent handling, conversation flows, and real-world use cases where AI delivers speed and quality at scale.
Analytics
How QA, reporting, and insights can improve both your content and your team’s performance.
Employee Service
Learn about Zendesk's Employee Service tools: service catalog, tasks, approvals, asset management and all the powerful AI capabilities that allow you to give your employees the same kind of support you give your customers.
Knowledge
Go deep into Zendesk Knowledge (formerly Guide): help center design, article management, and automation.
Messaging
Learn about Zendesk's social and web messaging, sunshine conversations, switchboards and conversation states.
Omnichannel Routing
These articles cover Zendesk's Omnichannel Routing: assignment, skills, queues, agent availability and capacity
Platform
Build smarter with Zendesk’s platform tools. From APIs and apps to Sunshine his category covers everything you need to customize, extend your Zendesk instance.
Security & Privacy
Articles that focus on privacy, security and governance in your Zendesk instance.
Company
Events
Takeaways from Zendesk events like Showcase, Presents, and Relate. We cover key product reveals, demos, and expert insights so you can stay on top of what’s new in CX and Zendesk’s roadmap.
Zendesk
News, strategy, and insights about Zendesk as a company. Follow leadership changes, acquisitions, roadmap shifts, and how Zendesk is positioning itself in the evolving world of AI-driven CX.
AI Summit 24
Zendesk presented their latest releases at the AI Summit in October 2024. New announcements include Omnichannel AI Agents, the new Zendesk Voice, Agent Copilot and improvements for Zendesk QA.
AI Summit 25
Zendesk held its annual AI Summit in October, unveiling the next evolution of its Resolution Platform. This article explores every announcement and breaks down how AI Voice, Action Builder, Knowledge Builder, and new analytics shape the future of support across four major themes.
Relate24
Zendesk Relate 2024 introduced autonomous AI agents, a more capable Agent Copilot, and new AI tools for workflows, staffing, and quality — marking a shift toward faster, smarter, agentic customer service.
Relate25
Catch up on all Zendesk Relate 2025 news and discover more about the new Agentic Bots, Action and App Builder, Knowledge Graph and the newly introduced Employee Service Suite,