News, strategy, and insights about Zendesk as a company. Follow leadership changes, acquisitions, roadmap shifts, and how Zendesk is positioning itself in the evolving world of AI-driven CX.
Zendesk
Zendesk’s 2026 CX Trends reveal where customer experience is heading. This article makes those trends practical, showing how to apply memory-rich AI, instant resolutions, multimodal support, analytics and transparency directly in Zendesk using what’s available today.
Zendesk
This article shows you Zendesk’s new Employee Service suite, featuring AI automation, omnichannel support, custom service catalogs, advanced access controls, and productivity tools—enabling teams like HR and IT to deliver efficient, secure, and streamlined internal employee support.
Zendesk
Zendesk held its annual AI Summit in October, unveiling the next evolution of its Resolution Platform. This article explores every announcement and breaks down how AI Voice, Action Builder, Knowledge Builder, and new analytics shape the future of support across four major themes.
Zendesk
Zendesk’s pricing evolved from standalone tools to Suite and now toward outcome-based AI pricing. As AI Agents reshape support, Zendesk is testing resolution-based pricing that rewards automation, simplifies cost modeling, and aligns incentives between platform and customer.
Zendesk
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.
Zendesk
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.
Zendesk
In this article I dive into Zendesk's CX Trends report.
Zendesk
Zendesk is planning on acquiring Ultimate.ai, a leading AI and ticket automation platform. We've seen plenty of headlines, but what does this actually mean? This article dives into the nitty-gritty and shows what's now possible thanks to this platform expansion!
Zendesk
Zendesk just launched their Trends Report for 2024 giving insight into where Customer Experience and support is moving towards this year. I've written up my own overview of the trends and how I see the product moving forward influenced by these trends.
Zendesk
Ultimate has released their Customer Service Trends Report 2024 today. Let's see how close Zendesk aligns with their trends.