Agent Workspace & Routing
AI Agent tickets in Agent Workspace
Zendesk now shows AI Agent conversations directly in Agent Workspace. This closes data gaps between human and AI-handled interactions, improves visibility, and simplifies analytics.
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Platform & Security
What's new for Zendesk Custom Objects: filters, attachments and reporting
Zendesk’s Custom Objects gain major upgrades this fall—attachments, access rules, advanced filters, article linking, and Explore reporting. These updates strengthen how AI, data, and workflows connect across the platform, making Custom Objects a cornerstone of modern Zendesk setups.
Zendesk
What's new for Employee Services at Zendesk
This article shows you Zendesk’s new Employee Service suite, featuring AI automation, omnichannel support, custom service catalogs, advanced access controls, and productivity tools—enabling teams like HR and IT to deliver efficient, secure, and streamlined internal employee support.
AI Agents & Messaging
Make Zendesk fit your brand with custom widget themes
Learn how to fully customize your Zendesk Web Widget with the new theming API. Go beyond Admin Center's basic options to create per-page themes, support dark mode, and match your brand perfectly. Includes a free theme builder tool and code examples for context-specific widget styling.
Agent Copilot & Admin Copilot
Updates to Agent Copilot summaries in Zendesk
Zendesk’s new ticket summaries make it easier to grasp a conversation at a glance — now available in views, reports, and via API. And with a bit of Action Builder magic, you can even automate summarisation for solved tickets.
Zendesk
What's new from the Zendesk AI Summit 2025
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.
News Roundup
Zendesk News Roundup for October 2025
Zendesk October updates: unified navigation across apps, ISO 42001 AI certification, AI Agents expand to email/webforms, intelligent voice triage, dynamic lookup filters, record-level permissions, and improved brand and user management for smoother, more consistent workflows.
AI Agents & Messaging
Generative email replies with AI Agent Essentials in Zendesk
Zendesk expands generative replies to email, replacing static auto-replies with AI-crafted answers from Help Center content. Customers get faster resolutions, agents save time, and teams can evolve toward AI Agent Advanced for contextual, multi-source automation.
Agent Copilot & Admin Copilot
Moving from manual ticket categorization to AI-powered intent detection in Zendesk
Migrating from ticket field categories to Zendesk Intents isn’t hard. By reviewing existing categories, refining and renaming intents, adding custom ones, and validating results, you can replace manual tagging with AI-powered triage for faster, smarter customer support.
Zendesk
Resolution Platform Pricing: From Seats to Solutions
Zendesk’s pricing evolved from standalone tools to Suite and now toward outcome-based AI pricing. As AI Agents reshape support, Zendesk is testing resolution-based pricing that rewards automation, simplifies cost modeling, and aligns incentives between platform and customer.
Platform & Security
Zendesk Messaging authentication in the Help Center
Zendesk Messaging authentication just got simpler. A new Help Center setting lets the widget inherit user login status—no custom code needed. This article breaks down the setup, advanced use cases, how AI Agents can personalize replies, and the complex identity mapping that powers it all.
News Roundup
Zendesk News Roundup for September 2025
September’s Zendesk News roundup covers GPT-5 adoption, AI Agent instructions, Copilot upgrades, omnichannel routing with department spaces, generative search in Help Center, translation exclusions, security updates, 2SV rollout, and the deprecation of SunCo API wrappers.
Platform & Security
Automated ticket redaction via triggers in Zendesk
Zendesk’s new trigger-based redaction automates the removal of personal data, solving the privacy risks of manual oversight. Combined with Redaction Suggestions from the ADPP add-on, this update enables safer workflows, fewer manual steps, and smarter data hygiene for customer support teams.
Zendesk
Moving Toward Value-Added Conversations in Zendesk
Not all tickets are equal. Some are simple and repetitive, others complex but strategic. Zendesk’s AI tools help map automation effort to business value — automating FAQs, guiding tasks, integrating live data, and supporting high-value human-led conversations where it counts most.
Agent Copilot & Admin Copilot
Instructions for Zendesk Agent Copilot auto-assist
Zendesk’s Agent Copilot gets a major upgrade with Instructions—a new feature guiding agents through manual steps when automation isn’t viable. Combined with suggested replies and next actions, Copilot now supports hybrid workflows, streamlining both digital and physical processes.
News Roundup
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.
Knowledge & Insights
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.
Agent Copilot & Admin Copilot
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.
Platform & Security
What's new with Custom Objects in Zendesk
Zendesk’s Custom Objects just got more practical with small but powerful updates: sortable views, renamable fields, auto-naming, event logs, and image support. These fill key gaps from the initial launch, making the feature far more usable in real-world workflows.
AI Agents & Messaging
Creating callback requests via Zendesk AI Agents
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.
News Roundup
Zendesk News Roundup for July 2025
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.
AI Agents & Messaging
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.
Agent Workspace & Routing
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.
Agent Workspace & Routing
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.