Teams | Collaboration | Customer Service | Project Management

Zendesk now enables businesses to deliver customer support directly within ChatGPT using their company knowledge and processes. Customers can get trusted business answers, complete support tasks like delivery changes, and escalate to human agents when needed — all within the ChatGPT experience. Best of all, every interaction is tracked in Zendesk for unified reporting, governance, and quality assurance so your business has visibility into this emergent channel.

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.

Real-time monitoring gives support teams a live view of service operations so they can spot issues early and respond faster. Track anomalies, monitor ticket trends, evaluate agent availability, and identify urgent conversations before backlogs grow. With Monitoring Assistant and live operational dashboards, teams can take proactive action to improve productivity and reduce resolution times. 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.

Want to know what Zendesk is and how helps businesses deliver faster, more accurate service? In this video, you'll discover how Zendesk AI agents work and how organizations use the Zendesk Resolution Platform to scale customer and employee service.

In this product demo, explore Zendesk Contact Center's new native experience, offering seamless AI Agent handoff, Copilot Knowledge Suggestions, and multimodal video calling and screen sharing. Experience how it unifies voice, digital, and self-service into a single workspace where AI, agents, and workflows work together to deliver faster, smarter resolutions on every channel. 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.

AI agents are everywhere right now — but what actually makes them different from traditional chatbots? In this video, we break down how agents work, what happens behind the scenes when they receive a customer request, and why modern AI customer service agents are designed to do much more than answer questions.

Experience how it unifies voice, digital, and self-service into a single workspace where AI, agents, and workflows work together to deliver faster, smarter resolutions on every channel. Your contact center built for resolution, not complexity. 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.