
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.
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
This article showcases a custom Zendesk AI Agent use case: enabling callback requests via Messaging. By combining Voice, API integrations, and phone validation, it bridges native gaps and lets customers request a call—fully automated, no agent needed to start.
Zendesk continues its summer rollout with major updates across AI, Messaging, Agent Workspace, Help Center, triggers, and platform tools. Highlights include generative email replies, context-aware workspaces, redaction via triggers, and API/UI overhauls. Omnichannel Routing evolves fast.
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.
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.