Building more powerful and connected Action Flows
New Action Flow capabilities and connectors give AI Agents, Agent Copilot and background automations more ways to execute work across your business.
Platform
Build smarter with Zendesk’s platform tools. From APIs and apps to Sunshine his category covers everything you need to customize, extend your Zendesk instance.
Messaging & Sunshine Conversations: the engine under the Resolution Platform
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
Action Platform. The new way of automating Zendesk
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.
Testing Zendesk's new Custom Agents
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 2026 - Connected AI systems
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
How to embed Zendesk in your customer experience - Integrating Internal Note with Zendesk
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
Deep-dive into Zendesk Intent Detection
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 and Forethought: Turning the Resolution Platform to Eleven
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.
Conversation Extensions for Zendesk Messaging and AI Agents
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.
Migrating from legacy objects to the new custom objects in Zendesk
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.
App Builder for Zendesk: Bridging the gap between support and development
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.
Beyond build vs buy: Leveraging native AI and automation in Zendesk
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.