Teams | Collaboration | Customer Service | Project Management

The AI agent customer journey report helps teams visualize how customers move through AI-powered support experiences from start to resolution. Using an interactive conversation journey map, teams can identify successful automation paths, uncover where escalations happen, and spot opportunities to improve AI workflows. Filter by AI agent, channel, or use case to better understand how automated experiences perform across customer journeys.

Agentic AI for email helps AI agents resolve complex customer email requests with less back-and-forth and minimal setup. Built specifically for email support, AI agents can understand customer intent, answer multiple questions in a single response, execute business procedures through system integrations, and proactively gather missing information to move requests toward resolution faster. When needed, conversations escalate seamlessly to human agents with full context included.

How Sinch Engage transformed global support Sinch Engage is a global communications connector — helping businesses reach customers through SMS, email, voice, WhatsApp, RCS, and any channel of choice, anywhere in the world. Supporting 70,000 business customers across 12 brands with 24/7 global coverage, their support team needed a platform that could move fast, empower team leads, and scale without requiring developers for every change.

Available to Suite Professional customers and above, Workforce Activity Tracking gives you a free 24-hour view of agent activity across tickets and channels. Review workload distribution, Average Handle Time (AHT), and activity patterns to better understand what's driving your operational metrics, all directly in Zendesk. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.