Zendesk’s Knowledge Graph turns knowledge into a connected platform layer. This article shows how Federated Search and Knowledge Connectors bring content from Help Centre, websites and internal tools into one graph, then surface, measure and improve it across channels.
Zendesk’s Custom Agents and Agent Builder turn business logic into reusable AI components. For this article I've configured a family of agents that can handle real processes, improve reuse, and simplify automation.
Zendesk Relate is the company’s flagship annual event for customer and employee service leaders, bringing together more than 2,000 attendees for three days of keynotes, product sessions, workshops, networking, and customer conversations. This year, the conference is taking place May 18–20 in Denver,
In the previous article in this series, I laid out the new shape of the Resolution Platform. Resolution sits in the middle. Two flows feed it. The resolution flow handles the customer's question. The learning flow makes the platform better at the next one. This article is about the first flow.
In my introduction to Relate 2026 I described the Resolution Platform as two flows feeding each other. The resolution flow handles a customer's question. The learning flow makes the platform better at handling the next one. The previous article in this series covered the first flow. The Autonom
The previous two articles in this series covered the two sides of the Resolution Platform. AI Agents resolving customer questions. Copilots closing the learning loop. But underneath these processes lies the platform itself. The engine that powers the resolution flow, runs the learning flow, and conn
Most people look at Zendesk, or any other CX platform, and might see it as a standalone environment where their agents interact with customers. And while this might have been true in the early 2000s, it's wrong today. Today, Zendesk functions as a resolution platform. It connects to your conten
Zendesk Admin Copilot turns admins from manual configuration hunters into strategic operators. It surfaces account-specific insights, recommends fixes, and helps execute changes with approval, closing the loop between data, AI, and action.
Zendesk is unifying its AI Agent offering and making agentic email GA. This roundup covers every notable AI Agents Advanced release in 2026 so far, from hybrid procedures and knowledge replies to new governance tools and conversation journey reports.
Manual ticket triage and categorization waste time, delay responses, and limit automation. Zendesk’s AI-powered Intelligent Triage automatically classifies tickets by intent on arrival, enabling faster routing, accurate prioritization, and deeper reporting for smarter support workflows.
Zendesk now creates a ticket for every interaction, unifying AI and human workflows into one ticket throughout the conversation. This might cause duplicates for previous workarounds. The article explains ticket lifecycle changes and how to adapt.
Zendesk’s acquisition of Forethought marks a major leap in customer service automation. Combining platform depth with Forethought’s multi-agent AI, Zendesk pioneers a self-improving, omnichannel Resolution Platform that transforms customer support from reactive tickets to proactive processes.
Zendesk helps businesses build AI-ready knowledge bases that power faster, consistent, and personalized customer service. By connecting, governing, and optimizing knowledge, Zendesk enables AI Agents and Agent Copilot to automate routine queries and assist agents for better resolutions at scale.
Conversation Extensions enhance Zendesk AI Agents by embedding custom web views in conversations, enabling interactive UIs for complex tasks like bookings and refunds. They integrate metadata, support context-driven actions, and improve customer experience offering flexible, reusable solutions.
Zendesk is retiring Legacy Custom Objects by July 2026, urging migration to new Custom Objects. The modern version offers improved field types, UI integrations, lookup fields, and better data management. Migration involves mapping, exporting, cleaning, and importing data carefully.
Zendesk’s AI-powered App Builder lets support teams rapidly create custom apps without coding. Integrated seamlessly within Zendesk, it empowers frontline agents and team leads to innovate, streamline workflows, and extend platform capabilities securely and easily.
Teams customizing Zendesk face a choice: build custom tools with full control but high maintenance, or use native features offering security, stability, and integrated AI automation. Learn how leveraging Zendesk’s built-in extensibility often leads to better scalability, security, and insights.
Explore Zendesk’s Resolution Platform in part 4 of our series, focusing on Data & Actions. Learn how to harness customer data, automate workflows, and design smart, reusable actions that empower AI Agents and agents to resolve tickets faster and smarter.
Agent Copilot transforms support by shifting agents from manual execution to strategic oversight. By handling repetitive tasks like data retrieval and drafting, it frees your team to focus on human empathy and complex problem-solving. This article dives into what's new!
We're shifting from deterministic rules to agentic AI. While classic workflows provide consistency and rigid logic, agentic procedures adapt to human language and non-linear conversations. Modern CX thrives on a hybrid approach, blending the reliability of rules with the flexibility of AI.
Procedures turn your support processes into automated workflows. Use them with an AI Agent for full automation, or as Agent Copilot procedures to guide human agents. Document your processes, identify repetitive steps, and build procedures that close the gap between knowledge and action.
Zendesk’s classic email-based ticket lifecycle has evolved into a far more dynamic model shaped by messaging behaviour, conversation states, and AI Agents. This article explains how modern conversations starts and ends, and move between AI and human agents across the full ticket lifecycle.
Unlock memory-rich personalization with Zendesk's new Authentication Metadata. We explore how AI Agents can now natively verify users and access Support IDs without workarounds. Learn to use the new authenticated and zendeskId properties for secure, context-aware automation.
Zendesk AI Agents now handle multiple intents in a single customer message, resolving each question one by one across both messaging and email. This upgrade reduces failures, avoids unnecessary escalations, and delivers clearer, more complete responses with no setup required.