Zendesk Resolution Blueprint
Turn AI plans into lasting results with our downloadable blueprint. Tackle broken workflows, scale without losing quality, and shift to predictive insights.
Keynotes
and conversations
Customer service
deep dive
Employee service
deep dive
Contact center
deep dive
Join visionary entrepreneur, AI advocate, and co-founder of LinkedIn, Reid Hoffman, for an opening conversation on the future unfolding before us. Discover how AI is reshaping business, leadership, and the human experience. Expect powerful insights, candid stories, and practical takeaways inspiring you to navigate change and lead with confidence.
Zendesk AI is built for people, not just tickets. See how it adapts to every use case—from B2B support to HR—and delivers fast, trusted resolutions. Discover how the Zendesk Resolution Platform transforms customer signals into informed actions, enabling teams to resolve problems and foster stronger relationships.
When rapid growth is the goal, customer experience can make or break the journey. For NOBULL, a performance training brand built on authenticity, the potential for sudden demand spikes showed that relying on people alone wouldn’t be enough to scale. But with a support team already delivering world-class CSAT, introducing AI had to be about more than deflection: it had to protect the brand, the quality, and the customer experience.
Georgia Bradbury-Adams, Head of CX Transformation at used-car marketplace Motorway, shares how her team built a digital function from the ground up and transformed it with AI. From tackling early skepticism to creating a rhythm for success, she’ll cover the strategic choices that shaped their rollout. Learn how she built a new team, brought stakeholders along the journey, and combined automation with human-centric care to build trust in every interaction.
Join Michael Chen, Head of Digital & CX from Sealy for a conversation on how Sealy blends over a century of craftsmanship with AI. Hear how Sealy is modernizing support, empowering employees, and enhancing customer experiences while maintaining their legacy of comfort and trust. Chen will also share his vision for the future of customer and employee experiences with AI.
Join us as we break down how AI agents are revolutionizing service with trusted, omnichannel automation. See how AI agents tap into your trusted knowledge sources, autonomously resolve issues across every channel, and continuously improve with built-in QA and analytics—all powered by the latest AI innovations.
Unlock instant insights from all your data using agentic AI. In this demo, Snowflake's Director of Product Management Jeff Hollan shows how Snowflake Intelligence lets anyone in your enterprise use natural language to talk to data – structured, unstructured, and external. See how agents help you understand what happened and why, and even enable you to take action. Transform your data experience with Snowflake Intelligence. Easy, Connected, Trusted.
Hello Sugar’s CTO shares how PolyAI voice agents scaled customer service, improved efficiency, and upheld brand values in Zendesk.
Unlock the newest Zendesk AI-powered capabilities for CX. See how our new voice and admin AI agents transform customer interactions and service operations. Get a demo on how to connect and leverage external knowledge sources, build complex automations, and customize QA. Plus, a first look at AI for analytics and the HyperArc acquisition.
Empower your IT and internal teams to deliver elevated service that boosts productivity with Zendesk. Get a first look at Zendesk IT Asset Management (ITAM) and the HyperArc acquisition. Discover how AI agents use external knowledge to provide instant, context-rich support, and see how Action Builder enables scalable automation.
Learn how Zendesk is transforming the contact center with Voice AI that talks and listens, and video calling to resolve issues faster across every channel. See our new capabilities in action, explore real-world use cases, and gain a clear understanding of the impact this can have on your contact center.
Automate service
Optimize operations
Assist agents
Accelerate resolutions with Action Builder: Design, connect, and automate any workflow, with any system. Whether you’re escalating Jira issues, or notifying colleagues on Slack, Zendesk’s no-code Action Builder makes it easy to build integrated AI and human agent workflows across systems.
Discover how you can start automating even the most complex requests in just minutes with AI agents. Powered by agentic AI, they reason, adapt, and act across channels—carrying every request to resolution while staying aligned with your business policies.
Revolutionize phone support: Voice AI agents handle calls naturally, resolve customer inquiries from start to finish, and seamlessly escalate to human agents when needed.
Introducing AI agents for employee ervice: the next generation of frontline support. Get started in just three clicks, and scale quickly with intuitive setup and seamless integrations to external knowledge sources like Confluence and SharePoint. Unlock data-driven recommendations to identify where to start and what to automate next.
Knowledge Builder analyzes ticket data to identify common user issues, and then combines with business context, like target audience and brand specifics, to create a fully-functional help center. Stand up a new help center or update your outdated help center with minimal effort, and then connect to an AI agent to begin automating incoming requests.
Knowledge Connectors let you seamlessly bring in external content from platforms like Confluence or Google Drive into Zendesk, ensuring both AI and human agents have access to up-to-date, unified knowledge for faster, smarter customer support
Zendesk contact center is built with AI at its core to remove gaps between agents, channels, and systems so every contact is resolved faster across voice, self-service, and digital. Voice AI now listens to live interactions and combines rich historical context and data from every customer interaction to deliver smarter routing, richer insights, and more personalized experiences.
Keep customer data safe with Zendesk’s Automatic Redaction with Triggers. Part of the Advanced Data Privacy and Protection add-on, Automatic Redaction with Triggers protects customer data by automatically detecting and removing sensitive data using AI and custom business rules.
Auto assist just got smarter, now with direct instructions for agents. In addition to replies and actions suggestions, auto assist can now provide clear manual steps for agents to follow when AI can’t act on its own. This helps boost agent productivity with timely guidance, minimize errors, and reduce training time by standardizing processes.
Introducing Zendesk Admin Copilot: the first proactive AI assistant built specifically for admins. With Admin Copilot, every admin will get a personalized digest highlighting where to focus, a conversational assistant to ask questions, and even the ability to carry out approved changes automatically. That means less time chasing fixes and more time driving real optimization.
No more manual tracking: IT Asset Management (ITAM), is built right into Zendesk’s AI- powered platform, making it easy to track, monitor, and manage hardware in the same tickets. Agents can resolve issues faster, and you can make smarter procurement decisions, tracking devices throughout their lifecycle.
The Microsoft 365 Copilot integration brings AI-powered employee support directly into the Microsoft 365 apps your teams use every day. This integration enables employees to create and track Zendesk tickets, collaborate on requests, and access self-service help center content all without leaving Microsoft Teams, Outlook, or other Microsoft 365 apps.
Zendesk contact center now features new multimodal capabilities like real-time video calling and screen sharing directly. Bring high-touch, human-first support into modern CX —without adding new systems or complexity.
Empower your team with Zendesk agent copilot for voice. This proactive assistant offers in-call suggestions and helps with after-call work, allowing agents to consistently resolve interactions faster.
Simplify how employees make and manage service requests through a centralized hub. Service catalog makes it easy for employees to browse, submit, and manage service requests directly in the help center, while also streamlining the request process for internal support teams behind the scenes with standardized intake and automated routing.
Meet HyperArc: AI-powered analytics that turns your Zendesk data into stories, reveals root causes, and learns for smarter, faster decisions.
Zendesk advanced AI agents include native quality assurance (QA) that monitors all AI interactions, scores them against your standards, and highlights risks and insights. Use these insights to continuously improve AI agents and ensure their performance matches human agents.
Approvals streamline your ticket workflow by letting agents request approvals directly from the ticket sidebar. Approvers can respond in their existing flow of work via the Agent Workspace or their email inbox, while automatic tracking and logging of decisions ensure you're staying compliant.
Monitor key workflows in real time with dynamic dashboards—get instant reports and spot trends from the past 7 days for smarter, faster decision-making.
Explore how AI-powered QA delivers real-time quality insights in the agent workspace, helping agents resolve tickets as they happen. Customize post-interaction QA by telling AI which risks and insights to identify and how to score quality across channels, including voice and AI agents.
The Workday integration unlocks fast, personalized, and secure employee service with easy access to employee information. This integration makes it easy to access key employee data directly in Zendesk, and now includes admin configuration capabilities to control which information is displayed to agents.
Zendesk Workforce Management advanced forecasting and performance boards empower members across your team with enhanced flexibility, accuracy, and insight. Managers can review, compare, and adjust multiple forecast scenarios, and even import their own forecasts. And agents gain real-time visibility into performance metrics, helping enhance motivation, align goals, and stay on top of workload, all in the moment.
Join visionary entrepreneur, AI advocate, and co-founder of LinkedIn, Reid Hoffman, for an opening conversation on the future unfolding before us. Discover how AI is reshaping business, leadership, and the human experience. Expect powerful insights, candid stories, and practical takeaways inspiring you to navigate change and lead with confidence.
Zendesk AI is built for people, not just tickets. See how it adapts to every use case—from B2B support to HR—and delivers fast, trusted resolutions. Discover how the Zendesk Resolution Platform transforms customer signals into informed actions, enabling teams to resolve problems and foster stronger relationships.
When rapid growth is the goal, customer experience can make or break the journey. For NOBULL, a performance training brand built on authenticity, the potential for sudden demand spikes showed that relying on people alone wouldn’t be enough to scale. But with a support team already delivering world-class CSAT, introducing AI had to be about more than deflection: it had to protect the brand, the quality, and the customer experience.
Georgia Bradbury-Adams, Head of CX Transformation at used-car marketplace Motorway, shares how her team built a digital function from the ground up and transformed it with AI. From tackling early skepticism to creating a rhythm for success, she’ll cover the strategic choices that shaped their rollout. Learn how she built a new team, brought stakeholders along the journey, and combined automation with human-centric care to build trust in every interaction.
Join Michael Chen, Head of Digital & CX from Sealy for a conversation on how Sealy blends over a century of craftsmanship with AI. Hear how Sealy is modernizing support, empowering employees, and enhancing customer experiences while maintaining their legacy of comfort and trust. Chen will also share his vision for the future of customer and employee experiences with AI.
Join us as we break down how AI agents are revolutionizing service with trusted, omnichannel automation. See how AI agents tap into your trusted knowledge sources, autonomously resolve issues across every channel, and continuously improve with built-in QA and analytics—all powered by the latest AI innovations.
Unlock instant insights from all your data using agentic AI. In this demo, Snowflake's Director of Product Management Jeff Hollan shows how Snowflake Intelligence lets anyone in your enterprise use natural language to talk to data – structured, unstructured, and external. See how agents help you understand what happened and why, and even enable you to take action. Transform your data experience with Snowflake Intelligence. Easy, Connected, Trusted.
Hello Sugar’s CTO shares how PolyAI voice agents scaled customer service, improved efficiency, and upheld brand values in Zendesk.
Unlock the newest Zendesk AI-powered capabilities for CX. See how our new voice and admin AI agents transform customer interactions and service operations. Get a demo on how to connect and leverage external knowledge sources, build complex automations, and customize QA. Plus, a first look at AI for analytics and the HyperArc acquisition.
Empower your IT and internal teams to deliver elevated service that boosts productivity with Zendesk. Get a first look at Zendesk IT Asset Management (ITAM) and the HyperArc acquisition. Discover how AI agents use external knowledge to provide instant, context-rich support, and see how Action Builder enables scalable automation.
Learn how Zendesk is transforming the contact center with Voice AI that talks and listens, and video calling to resolve issues faster across every channel. See our new capabilities in action, explore real-world use cases, and gain a clear understanding of the impact this can have on your contact center.
Accelerate resolutions with Action Builder: Design, connect, and automate any workflow, with any system. Whether you’re escalating Jira issues, or notifying colleagues on Slack, Zendesk’s no-code Action Builder makes it easy to build integrated AI and human agent workflows across systems.
Discover how you can start automating even the most complex requests in just minutes with AI agents. Powered by agentic AI, they reason, adapt, and act across channels—carrying every request to resolution while staying aligned with your business policies.
Revolutionize phone support: Voice AI agents handle calls naturally, resolve customer inquiries from start to finish, and seamlessly escalate to human agents when needed.
Introducing AI agents for employee ervice: the next generation of frontline support. Get started in just three clicks, and scale quickly with intuitive setup and seamless integrations to external knowledge sources like Confluence and SharePoint. Unlock data-driven recommendations to identify where to start and what to automate next.
Knowledge Builder analyzes ticket data to identify common user issues, and then combines with business context, like target audience and brand specifics, to create a fully-functional help center. Stand up a new help center or update your outdated help center with minimal effort, and then connect to an AI agent to begin automating incoming requests.
Knowledge Connectors let you seamlessly bring in external content from platforms like Confluence or Google Drive into Zendesk, ensuring both AI and human agents have access to up-to-date, unified knowledge for faster, smarter customer support
Zendesk contact center is built with AI at its core to remove gaps between agents, channels, and systems so every contact is resolved faster across voice, self-service, and digital. Voice AI now listens to live interactions and combines rich historical context and data from every customer interaction to deliver smarter routing, richer insights, and more personalized experiences.
Keep customer data safe with Zendesk’s Automatic Redaction with Triggers. Part of the Advanced Data Privacy and Protection add-on, Automatic Redaction with Triggers protects customer data by automatically detecting and removing sensitive data using AI and custom business rules.
Auto assist just got smarter, now with direct instructions for agents. In addition to replies and actions suggestions, auto assist can now provide clear manual steps for agents to follow when AI can’t act on its own. This helps boost agent productivity with timely guidance, minimize errors, and reduce training time by standardizing processes.
Introducing Zendesk Admin Copilot: the first proactive AI assistant built specifically for admins. With Admin Copilot, every admin will get a personalized digest highlighting where to focus, a conversational assistant to ask questions, and even the ability to carry out approved changes automatically. That means less time chasing fixes and more time driving real optimization.
No more manual tracking: IT Asset Management (ITAM), is built right into Zendesk’s AI- powered platform, making it easy to track, monitor, and manage hardware in the same tickets. Agents can resolve issues faster, and you can make smarter procurement decisions, tracking devices throughout their lifecycle.
The Microsoft 365 Copilot integration brings AI-powered employee support directly into the Microsoft 365 apps your teams use every day. This integration enables employees to create and track Zendesk tickets, collaborate on requests, and access self-service help center content all without leaving Microsoft Teams, Outlook, or other Microsoft 365 apps.
Zendesk contact center now features new multimodal capabilities like real-time video calling and screen sharing directly. Bring high-touch, human-first support into modern CX —without adding new systems or complexity.
Empower your team with Zendesk agent copilot for voice. This proactive assistant offers in-call suggestions and helps with after-call work, allowing agents to consistently resolve interactions faster.
Simplify how employees make and manage service requests through a centralized hub. Service catalog makes it easy for employees to browse, submit, and manage service requests directly in the help center, while also streamlining the request process for internal support teams behind the scenes with standardized intake and automated routing.
Meet HyperArc: AI-powered analytics that turns your Zendesk data into stories, reveals root causes, and learns for smarter, faster decisions.
Zendesk advanced AI agents include native quality assurance (QA) that monitors all AI interactions, scores them against your standards, and highlights risks and insights. Use these insights to continuously improve AI agents and ensure their performance matches human agents.
Approvals streamline your ticket workflow by letting agents request approvals directly from the ticket sidebar. Approvers can respond in their existing flow of work via the Agent Workspace or their email inbox, while automatic tracking and logging of decisions ensure you're staying compliant.
Monitor key workflows in real time with dynamic dashboards—get instant reports and spot trends from the past 7 days for smarter, faster decision-making.
Explore how AI-powered QA delivers real-time quality insights in the agent workspace, helping agents resolve tickets as they happen. Customize post-interaction QA by telling AI which risks and insights to identify and how to score quality across channels, including voice and AI agents.
The Workday integration unlocks fast, personalized, and secure employee service with easy access to employee information. This integration makes it easy to access key employee data directly in Zendesk, and now includes admin configuration capabilities to control which information is displayed to agents.
Zendesk Workforce Management advanced forecasting and performance boards empower members across your team with enhanced flexibility, accuracy, and insight. Managers can review, compare, and adjust multiple forecast scenarios, and even import their own forecasts. And agents gain real-time visibility into performance metrics, helping enhance motivation, align goals, and stay on top of workload, all in the moment.
