Teams | Collaboration | Customer Service | Project Management

We have signed a definitive agreement to acquire Forethought, which will take's ability to learn from every interaction and will amplify it across every channel and platform. 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.

Complex requests often require multiple steps, and it’s easy to lose track inside a ticket. Tasks let admins create reusable task list templates that can be added to tickets directly in the Agent Workspace. The task list appears as individual steps agents can check off as they work, making it easier to follow standardized processes and track progress without leaving 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.

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.

Not everyone needs access to sensitive customer information. Data masking lets admins hide personally identifiable information—like names, email addresses, and phone numbers—from agents in custom and light agent roles. Limiting data visibility by role reduces unnecessary PII exposure, preserves ticket workflows, and protects sensitive information. 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.

Attachments often contain sensitive information — and keeping them longer than necessary can increase risk and storage costs. Attachment deletion schedules let admins automatically delete attachments from closed and archived tickets based on flexible conditions like ticket age, group, tags, or brand. This helps teams maintain control and simplify security—automated attachment management reduces manual work while keeping your Zendesk workspace secure, auditable, and compliant.

The rules of customer service are changing. Zendesk CTO Adrian McDermott takes us through where the industry, and Zendesk, is headed next. 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.

Over time, triggers, macros, and automations can become outdated, duplicated, or harder to manage.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.