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.
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.
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.
Zendesk’s latest updates span event highlights (London Showcase), AI evolution (reasoning bots, intent models), product changes (Action Builder, messaging nudges), platform upgrades (editor revamp, 2FA), and pricing shifts toward usage-based models—all driving smarter, scalable support.
Zendesk improved AI Agent management by introducing a new channel manager UI for AI Agents Advanced, removing the need for Switchboard API use. It simplifies linking bots to channels, especially in mixed or transitional setups, but key inconsistencies between Essentials and Advanced remain.
This article shows how to enhance Zendesk Action Builder flows by using custom API Actions to retrieve ticket and user data, including custom fields. It outlines how to connect, authenticate, and use this data to build smarter, more contextual flows—even before native support is available.
Helping you do more in Zendesk—GrowthDot’s powerful apps for growing teams and better support.
Zendesk’s Action Builder introduces visual, logic-driven automation flows to replace complex trigger setups. This article explores how Action Builder simplifies business rules, integrates with external platforms, and signals a shift from reactive to process-oriented CX in Zendesk.
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Agent Copilot can now trigger automated workflows to orchestrate complex service tickets, right from inside Zendesk. This guide shows you how.
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.
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.
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 Roundup
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.
April Fools
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
Relate25
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.
Relate25
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.
Agent Workspace
Zendesk announced support for Dark mode in Agent Workspace.
App Review
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.
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
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
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
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
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.