Zendesk

Zendesk has been named a Major Player in the IDC MarketScape: Worldwide AI-Enabled IT Service Management Software 2026 Vendor Assessment. As IT organizations modernize service delivery, Zendesk delivers AI-first automation, fast deployment, and seamless workflows to help IT teams resolve issues faster and scale operations effortlessly.

You’ve seen the webinar. Now, let’s dive into the details. During today’s Specialized Agents webinar, we explored a couple of powerful Zendesk Custom Agents that enable OCR workflows, contextual reminders, and efficient similar-ticket detection across an organization. Want to learn more, or see how Action Flows’ new Wait step, loops, and parameters make these workflows possible? Take a look and discover what’s possible! https://lnkd.in/eWKRzbHG

Beyond the product: Build a winning AI business. Join us as we explore the questions that come after product build: pricing on outcomes, winning enterprise customers, navigating the build-versus-buy debate, and building defensibility when competition is fierce and customer loyalty is at an all time low. Across three conversations, exited founders, expert and investors share unfiltered advice from their experience building, scaling and funding AI businesses. We’ll discuss: → Can PLG still work when customers buy outcomes? → How do you make buying the better choice for enterprise customers? → What makes an AI business defensible beyond the tech? Featuring Andrea G., Deon Nicholas, Zuye Zheng, Tim Grace and Glenn Borok, alongside partners Techstars and Alumni Ventures. November 4, 11 and 18 | 8–9am PT / 11am–12pm ET, virtual. 🔗Join one webinar or the full series here: https://lnkd.in/gDuEuGpk

You didn’t get into IT to babysit a queue. Meet Zendesk Employee Service AI Agents at Gartner® IT Symposium/Xpo™. See how they complete complex, multi-step workflows in Slack and Teams — without handoffs or ticket bouncing. 📍 Booth #246 | Walt Disney World Swan and Dolphin Resort, Florida 📅 October 19–22 Book an executive meeting: https://zdsk.co/4AFnCzu

Your business has its own rules, workflows, and systems. Your AI agents should know them. Join our Zendesk Deep Dive to see how Custom Agents take action across the customer journey, grounded in your business and built with natural language. 📅 October 22 | 10 a.m. PT / 1 p.m. ET Register now: https://zdsk.co/4s09ixP

Shopify data. #ZendeskAI. More personal service. See how connecting Shopify with Zendesk helps Industry Agents handle exchanges, refunds, and order changes, while Custom Agents turn your unique policies and workflows into action: https://zdsk.co/4AEIM0y

Not every support request begins with something going wrong. Zendesk analyzed 165 million intent-labeled tickets across our paid accounts. Forty-nine percent of actual customer requests are repeatable tasks with a known resolution. We call these low-value interactions. Low-value is an operating label, not a judgment about the customer or the importance of the need. Across a handful of common low-value examples, CSAT ranges from 46 percent to 88 percent. A customer who needs to track an order, update a delivery detail, change a payment method, or cancel an item still wants it handled quickly and accurately. The question is why a customer needed to open a ticket at all. Too often we write a procedure or a knowledge article, then ask an agent to run it again and again. The person becomes the runtime for a process that should be part of the experience. The better answer is to resolve the task, not make the support conversation nicer. This means putting common, safe actions directly into the customer journey. Amazon is the obvious reference point. A customer can track, return, cancel or change almost anything about an order without ever contacting a person, because Amazon has poured enormous engineering resources into making almost everything self-service. Most companies do not have that option. Building safe, self-service actions into a product is real engineering work, and it competes with everything else on the roadmap. That is where AI comes in, handling a routine workflow or guiding the customer through it when a fully self-service flow is not practical. The outcome has to be an action completed, not merely a better response. But automation cannot become a chatbot escape room. When the routine path breaks, the situation needs judgment, or a customer simply needs help, the route to a person has to be obvious. And some customers will always prefer a person. It is a preference, and a good service operation treats it as a valid channel. Build the repeatable action into the product when possible, use AI to complete the remaining routine work, and keep a clear human route for everything else. Low-value work is about half of actual customer requests, and this is how you take that volume off your team without leaving the customer stuck.

We’re spotlighting Madhi Foundation as we count down to this year’s Tech for Good Impact Awards. Madhi Foundation is reimagining public education in India by tackling foundational learning. With #ZendeskAI Agents, it will build a multilingual Parent Helpdesk in Tamil Nadu — giving millions of parents timely guidance to support learning at home and stay connected with schools. Stay tuned as we highlight more organizations creating meaningful impact. Winners will be announced soon: https://zdsk.co/4ysDT9w

"Zendesk for Employee Service provides a ‘one-stop shop’ for clarity across the organization" — Brittany Call, CCP, Vice President, People Operations at Lucid Software With Zendesk for Employee Service, Lucid gives 1,000+ employees faster, more transparent support across HR, IT, and Legal, while cutting manual HR tickets by 30%. See how Lucid builds trust at scale: https://zdsk.co/47sAU4W

Zendesk is joining the OpenAI B2B Marketplace as a launch partner, giving eligible enterprise customers more flexibility to use their OpenAI commitment toward qualifying marketplace products. Because investing in AI is one thing. Putting it to work for real customer service is another. Learn more: https://zdsk.co/4iWMIU5