At Zendesk we've been pushing automation in Customer and Employee service forward. With AI Agents running your conversations autonomously, Copilots assisting your agents and admins, or the new Custom Agents running specialised processes alongside conversations. These agents run across a variety
Zendesk is adding six new knowledge connectors: Jira, Contentful, Notion, Amazon S3, Dropbox and Zendesk content from other instances. This and the new support for PDFs expands the available content for AI Agents and Agent Copilot. https://support.zendesk.com/hc/en-us/articles/10735302080666-PDF-su
Conversational AI Agents are designed to handle customer conversations from question to resolution autonomously. They can do this by generating answers based on knowledge sources, or they can follow instructions and handle specific, more complex, use cases with logical flows. A customer might ask &
Zendesk is making its topic, sentiment, entity and language detection available for all Suite Professional or above customers, giving you automated insights in your conversations. Agent Copilot is still required if you want to leverage these findings in triggers or automations. https://support.zend
Most admins and agents using Zendesk never think about Sunshine Conversations. And that is rather the point. It sits underneath the entire conversational experience in Zendesk. It does not show up as a tab in Agent Workspace. It is not a single feature you'll find in Admin Center. But every web
Zendesk is adding five new action flow connectors: HubSpot, Chargebee, Stripe, Calendly, and GitHub. These let teams handle CRM updates, billing tasks, scheduling, and engineering handoffs directly in Zendesk. https://support.zendesk.com/hc/en-us/articles/10934150610586-Announcing-new-action-builde
A guide to Zendesk’s shift toward the Action Platform, showing how defaults stay in triggers while routing, integrations, and workflow logic move into Action Builder and Custom Actions.
Admin Copilot now surfaces updates to Macro content, as well as improvements for Trust and Safety as part of its recommendations. https://support.zendesk.com/hc/en-us/articles/10621284039962-Announcing-macro-content-suggestions-and-trust-safety-recommendations
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
Capped usage of AI summaries are now available to all Suite Professional or above customers. This way you can test the feature, see the impact at no additional cost. https://support.zendesk.com/hc/en-us/articles/10497898168090-Announcing-Copilot-AI-ticket-summaries-for-Professional-plans-and-above
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.