Resolution Path
Customer care is shifting from ticket handling to resolution design. This article series explains how Zendesk’s Resolution Platform, combining Agent Copilot, AI Agents, knowledge and context, helps teams build clearer, use-case-driven paths.
Zendesk is evolving from a Help Centre model to a full knowledge platform. It shows how knowledge powers AI Agents, Agent Copilot and omnichannel experiences, how content adapts per channel, and how tools like Knowledge Builder and Connectors turn knowledge into resolution intelligence.
Customer care is shifting from ticket handling to resolution design. This article explains how Zendesk’s Resolution Platform—combining Agent Copilot, AI Agents, knowledge and context—helps teams build clearer, use-case-driven paths. Part one covers intent classification.
Not all tickets are equal. Some are simple and repetitive, others complex but strategic. Zendesk’s AI tools help map automation effort to business value — automating FAQs, guiding tasks, integrating live data, and supporting high-value human-led conversations where it counts most.
