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 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.
Migrating from ticket field categories to Zendesk Intents isn’t hard. By reviewing existing categories, refining and renaming intents, adding custom ones, and validating results, you can replace manual tagging with AI-powered triage for faster, smarter customer support.
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.
AI Agents & Messaging
Learn how to fully customize your Zendesk Web Widget with the new theming API. Go beyond Admin Center's basic options to create per-page themes, support dark mode, and match your brand perfectly. Includes a free theme builder tool and code examples for context-specific widget styling.
Agent Copilot & Admin Copilot
Zendesk’s new ticket summaries make it easier to grasp a conversation at a glance — now available in views, reports, and via API. And with a bit of Action Builder magic, you can even automate summarisation for solved tickets.
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.
Save time and maintain clean, unified user data with our app. It detects potential duplicates in the ticket sidebar, allowing agents to merge them with one click.
News Roundup
Zendesk October updates: unified navigation across apps, ISO 42001 AI certification, AI Agents expand to email/webforms, intelligent voice triage, dynamic lookup filters, record-level permissions, and improved brand and user management for smoother, more consistent workflows.
AI Agents & Messaging
Zendesk expands generative replies to email, replacing static auto-replies with AI-crafted answers from Help Center content. Customers get faster resolutions, agents save time, and teams can evolve toward AI Agent Advanced for contextual, multi-source automation.
Agent Copilot & Admin Copilot
Migrating from ticket field categories to Zendesk Intents isn’t hard. By reviewing existing categories, refining and renaming intents, adding custom ones, and validating results, you can replace manual tagging with AI-powered triage for faster, smarter customer support.
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.
Platform & Security
Zendesk Messaging authentication just got simpler. A new Help Center setting lets the widget inherit user login status—no custom code needed. This article breaks down the setup, advanced use cases, how AI Agents can personalize replies, and the complex identity mapping that powers it all.
News Roundup
September’s Zendesk News roundup covers GPT-5 adoption, AI Agent instructions, Copilot upgrades, omnichannel routing with department spaces, generative search in Help Center, translation exclusions, security updates, 2SV rollout, and the deprecation of SunCo API wrappers.
Platform & Security
Zendesk’s new trigger-based redaction automates the removal of personal data, solving the privacy risks of manual oversight. Combined with Redaction Suggestions from the ADPP add-on, this update enables safer workflows, fewer manual steps, and smarter data hygiene for customer support teams.