Zendesk Accelerates AI Innovation with New Capabilities Advancing the Resolution Platform Vision

Zendesk Accelerates AI Innovation with New Capabilities Advancing the Resolution Platform Vision

July 15, 2025

Enhancements include AI-powered email agents, no-code automation, real-time monitoring, customizable quality checks, and generative search for faster, personalized support

Building on the momentum of the recently launched Zendesk Resolution Platform, a complete AI-first solution that integrates automation, intelligence, and human context to resolve issues faster, Zendesk is advancing its vision for seamless, outcome-focused service with a powerful suite of new capabilities. By embedding breakthrough generative AI and advanced analytics, Zendesk continues to shape the future of customer and employee experience.

Zendesk's platform uniquely prioritizes resolution as the key success metric, ensuring that interactions lead to real solutions. Unlike traditional services that measure volume through interactions or attempts, this approach reduces effort and drives better outcomes.

The newest capabilities advance Zendesk's vision by delivering truly omnichannel and democratized AI capabilities. Leading this effort, AI Agents for Email automate a critical customer channel, unlocking powerful efficiencies in support for complex products. Together with no-code automation through Action Builder, tailored quality controls via Custom QA, AI-powered Generative Search, proactive Real-time Monitoring, and more, these enhancements drive faster resolutions, scalable operations, and consistently high-quality experiences, which is transforming how businesses engage with and support their customers.

"We're accelerating our pace of innovation like never before, delivering new products and capabilities faster to meet our customers' evolving needs," said Shashi Upadhyay, Zendesk President of Product, Engineering and AI. "Our focus remains on building AI-powered solutions that are simple, easy-to-use, and scalable, ensuring businesses across all industries can seamlessly enhance their customer and employee experience without complexity or compromise. This approach guides every update we release and ensures customers have tools that are as intuitive as they are powerful."

Zendesk's Key Updates Include:

AI and Automation Breakthroughs
Intelligent, autonomous tools streamline customer and employee support and deliver tailored responses for better outcomes.

• Agentic AI³: Zendesk's agentic architecture enables AI Agents to reason, adapt, and resolve issues end-to-end without manual setup or fixed flows.
• AI Agents for Email⁵,⁶: Automate over 50% of email interactions instantly with responses that reflect a brand's tone and style.
• Instructions for AI Agents⁵,⁶: Set custom guidelines to keep AI responses accurate, on-brand, and compliant.
• Multiple Content Sources for GenAI⁵,⁶: AI agents access external knowledge like web crawlers to answer across channels.
• Use Case Suggestions²: AI suggests topics to improve automated resolutions with AI agents.
• Generative Search²,⁶: Deliver instant AI-powered answers in the Help Center, powered by generative AI.
• Agent Instructions in Copilot²: Real-time, step-by-step guidance for agents to resolve complex tasks faster without breaking workflow.
• Auto Assist Enhancements in Copilot²: Suggests accurate responses based on solved tickets.

Enhanced Support Operations
Optimizing agent productivity and security with intuitive workflows, stronger authentication, and improved system management.

• Action Builder¹: No-code integration and automation with new triggers, OpenAI connector, Slack and Salesforce steps, and flow testing.
• App Builder¹: Build and launch apps for agents with generative AI.
• Help Center Authentication for Messaging: Enhanced security for messaging interactions.
• Merge Organizations: Simplified organization management.
• Approvals¹: Streamlined approval management for greater efficiency and compliance.
• Sandbox Change Management: Improved control over configuration deployments.
• Automatic Redaction with Triggers: Automatic redaction of sensitive ticket data based on custom triggers, enhancing compliance and reducing manual effort.
• Data Masking¹: Protection of sensitive information within Zendesk by hiding it from unauthorized users in both UI and API.

Analytics and Knowledge Enhancements
Enhancing support with improved reporting, multilingual capabilities, and streamlined knowledge management.

• Knowledge Builder⁴: Auto-generate a ready-to-use knowledge base in minutes.
• New Knowledge Connectors¹: Connect and surface knowledge from more sources, including external sites and Confluence, for both human and AI agents.
• Copilot Agent Productivity Dashboard⁵: Pre-built dashboard to track adoption, impact, and workflow optimization across auto assist and AI suggestion tools.
• Recommendations in the AI Insights Hub⁵: Automatically flags when Auto Assist procedures in Copilot need to be created, updated, or improved.
• Engagements Reporting API¹: Expanded insights into multi-channel agent interactions.
• AI Translations for Articles¹: Fast, AI-powered translations for articles supporting global users.
• Service Catalog²: Simplified employee requests via a help center catalog of available services and assets.
• Article Multiplacement and Request List Experience⁴: Enhanced article sharing and user request management.
• Real-time Monitoring¹: Unified, real-time view of service operations across channels.
• Quick Reports¹: Generate reports using plain language, powered by machine learning.

Workforce Engagement Management
Improving scheduling, tracking, and quality insights to help teams operate more efficiently.

• Custom QA¹: Use simple language prompts to tell AI what to look for in support interactions and create custom QA. AutoQA categories score the quality of agent responses. Spotlights detect any risks in customer conversations.
• Anonymization²: Improves compliance by hiding QA reviewer identities from agents.
• WFM Performance Boards¹ & Reports API¹: Enhanced team transparency and reporting.
• Back Office Time Tracking²: Accurate tracking of activities outside Zendesk, including internal administrative tasks.
• Schedule Staffing Panel Expansion¹: Allows managers to view weekly and monthly staffing alongside the daily view.

These updates underscore Zendesk's progress in delivering powerful, flexible, and intelligent customer experience solutions. For live updates and details on Early Access Programs, visit Zendesk's official announcements page.

¹ EAP (Early Access Program): Available to select customers before general release.
² GA (General Availability): Fully released and available to all customers.
³ EAP, GA upgrades: Early Access Program with upgrades moving toward General Availability.
⁴ EAP, Beta: Early Access Program or Beta testing phase for select customers.
⁵ To be released in third quarter.
⁶ Available on all Zendesk plans.

About Zendesk
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at https://www.zendesk.com.