Teams | Collaboration | Customer Service | Project Management

Over time, triggers, macros, and automations can become outdated, duplicated, or harder to manage. New AI-powered recommendation types in the Copilot Admin Center help admins identify unused or stale triggers, macros, and automations, and get guidance on improving Auto Assist setups. You can also review previously accepted or dismissed recommendations to better manage changes over time. 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.

This month, we’re focused on making the Zendesk Resolution Platform more connected and actionable. From AI-driven knowledge management to expanded automation frameworks, these updates are designed to help your team resolve issues faster while keeping your workspace organized and secure. Highlights:→ Knowledge Builder – Automatically turn historical ticket data into a comprehensive Help Center. By indexing past resolutions, you can build a robust knowledge base from scratch in minutes, giving your AI agents the information they need to start handling recurring questions immediately.

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.

As AI agents handle more customer conversations, knowing how they perform matters. AI Agent QA lets teams evaluate AI agent conversations using the same QA tools as human agents. Automatically or manually review bot interactions with scorecards, track results in dashboards, and monitor key metrics like escalations to refine AI workflows and improve support quality. 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.

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.

Learn to set up IVR menus, greetings, and routes to let customers choose where to send their phone calls.

Planning staffing around campaigns, holidays, or unexpected volume shifts is hard with a single forecast. WFM Forecast Scenarios let you create and compare multiple forecasts for each workstream. Adjust algorithms, historical data, and volume assumptions to test different scenarios—then activate the one that best fits your staffing needs without disrupting existing forecasts. 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.

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.