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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Zendesk News Roundup for August 2025
Zendesk’s summer updates bring sweeping changes: a revamped Resolution platform, deep AI integrations, and major product rebrands. I reorganized my blog into 10 new categories and reflected on my content—strong in automation, but lacking coverage of analytics, QA, and workforce management.
What’s new in Zendesk AI for the Help Center
Zendesk’s Help Center evolves with AI tools like Generative Search, Article Summaries, and Translation. Writing tools help teams expand, simplify, or rephrase content, while Knowledge Builder (announced at Relate 2025) promises future automation of knowledge creation from tickets.
Make API requests in Zendesk work with Agent Copilot
Agent Copilot’s auto-assist only triggers on customer-created requests. If tickets are created via the Zendesk API or by agents (e.g. Employee Service), Copilot may not respond. The fix? Use the /requests.json endpoint to ensure proper behavior across email, messaging, and API-generated tickets.
Why Zendesk Clients Are Turning to DigifyBPO: The Specialist BPO for Customer Experience Excellence (sponsor)
digify BPO provides top-tier customer support and back-office services for businesses in the UK, USA, Australia, and South Africa. Specialising in Zendesk, we help companies harness AI, automation, and omnichannel solutions for seamless customer experiences.