Zendesk
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.
We're shifting from deterministic rules to agentic AI. While classic workflows provide consistency and rigid logic, agentic procedures adapt to human language and non-linear conversations. Modern CX thrives on a hybrid approach, blending the reliability of rules with the flexibility of AI.
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.
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’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.
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.
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
In this article I dive into Zendesk's CX Trends report.
At the end of 2024 it's time to reflect back on a year of Zendesk updates, and look forward to our expectations for next year. This scorecard is a full overview of everything new in Zendesk, rated by both me and partners in the Zendesk ecosystem.
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 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.
Welcome to my last newsletter of the year. This one will not contain any Zendesk news or updates, but will be a bit more of a meta, personal end-of-year update.
Ultimate has released their Customer Service Trends Report 2024 today. Let's see how close Zendesk aligns with their trends.
