Zendesk News roundup for May 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Latest
Agent Copilot can now orchestrate complex service tickets: Here’s how (Sponsored by Next Matter)
Agent Copilot can now trigger automated workflows to orchestrate complex service tickets, right from inside Zendesk. This guide shows you how.
Zendesk Agentic AI Agent with adaptive reasoning
At Relate 2025 Zendesk announced their new AI Agents with Adaptive Reasoning. These more powerful variants use a new third generation model that move AI Agents away from hand built flows towards more descriptive procedures. This article gives an overview of what's possible now.
Deep dive into Zendesk Agent Copilot actions and procedures
This article walks through building a Zendesk Agent Copilot flow from scratch, using ticket fields, actions, and external APIs. It showcases a movie streaming lookup service, illustrating how to structure procedures, handle customer input, and automate workflows for a seamless support experience.
A few quality of life updates for webhooks in Zendesk
Webhooks in Zendesk automate tasks beyond triggers, integrating with external platforms. Recent updates enable firing webhooks for ticket, user, and org events. This shift, along with features like Action Builder and Copilot, moves Zendesk workflows beyond triggers for better automation.
Zendesk News roundup for April 2025
The biggest news this month has to be the announcement at Zendesk Relate, but alongside the announcements on new Agentic Bots, Action Builder and the knowledge graph, we got some nice updates to Agent Copilot, queue management for messaging and email routing.
Classic mode for Zendesk
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
Preview of the Zendesk Employee Service Suite at Relate
In this second article of my Zendesk Relate 2025 series I dive into the new Employee Service Suite, exploring new features like the Service Catalog and the new Tasks and Approval feature.
Product Innovations from Zendesk Relate 2025
In this first article of my Relate 2025 coverage I dive into the new Zendesk Resolution Platform, covering elements like the new Adaptive Reasoning for AI Agents, Action builder, Quick answer and many many more new announcements.
Zendesk Dark Mode - Do not underestimate the power of the Dark side
Zendesk announced support for Dark mode in Agent Workspace.
Zendesk LMS Conversation Simulator App
In this article I'll review Zendesk's new LMS Conversation Simulator app and explore its capabilities for training new agents, setting up demo environments or validating your Zendesk setup.
Knots - Get your data ready for AI & Automation in Zendesk (sponsor)
AI and automation are transforming customer support, making workflows faster and more efficient. But there's a problem: automation can't work without structured data.
ADPP
Redaction suggestions powered by Zendesk's Advanced Data Privacy and Protection add-on
This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
Zendesk Roundup
Zendesk News roundup for March 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
AI Agent
Handling languages in Ultimate with the Messaging Widget
This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
AI Agent
Working with custom fields in Zendesk Messaging and AI Agents
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
Sponsor
Flowset by Cloudset for Agent Guidance (sponsor)
My thanks for Cloudset for sponsoring another month at Internal Note!
AI Agent
What's new for Zendesk AI Agents, essentials and advanced
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
API
Preview of the new App Builder for Zendesk
In this article we explore the new Zendesk App Builder EAP which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
Zendesk Roundup
Zendesk News roundup for February 2025
The second news roundup of 2025 offers an overview of the new Service Catalog, improvements to Agent Copilot, plenty of new security and platform features and a sneak peak at the new AI Agents Essential and Advanced.
Insights
Zendesk CX Trends 2025
In this article I dive into Zendesk's CX Trends report.
Messaging
Expanded support for Messaging Session State in Zendesk Triggers
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
AI Agent
Using a tiered uGPT approach for Ultimate Bots
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
AI Agent
Google White Paper on AI Agents and how it compares to Zendesk's offering
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.