Showing device Information in the customer panel in Zendesk Agent Workspace
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
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Generative email replies for AI Agents Advanced in Zendesk
Zendesk’s generative replies for email allow AI Agents to send tailored, inline responses to customer emails using Help Center and custom knowledge sources. Unlike static article suggestions, these smart replies automate support while preserving tone, pacing, and fallback options for complex issues.
Managing Queues, Wait Time and Sending Reminders in Zendesk Messaging
Zendesk Messaging now includes native wait time and queue position indicators, plus automated customer reminders for pending replies. These enhancements simplify setup, improve responsiveness, and help manage asynchronous conversations more effectively across all messaging channels.
Geckoboard - Stop building Zendesk Reports that nobody checks (sponsor)
When your support team can actually see their impact throughout the day, something magical happens. Response times drop, SLA breaches decrease, and agents start genuinely caring about their numbers.
The Evolution of Ticket Access Control in Zendesk: From Brands to Department Spaces
Zendesk introduces Department Spaces, shifting ticket access from groups to brands. This simplifies multi-brand and internal service setups, improves privacy, and streamlines routing with queues—strengthening Zendesk as a platform for both customer and employee support.