Sponsors
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.
Latest
AI Agents & Messaging
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.
Agent Copilot
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.
Platform & Security
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.
News Roundup
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.
Announcements
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!
Events
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.
Events
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.
Agent Workspace & Routing
Zendesk Dark Mode - Do not underestimate the power of the Dark side
Zendesk announced support for Dark mode in Agent Workspace.
Zendesk
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.
Sponsors
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.
Platform & Security
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.