Teams | Collaboration | Customer Service | Project Management

Control which agents can access specific Copilot features. With group-level permissions, you can assign enhance writing, similar tickets, and merge suggestions to specific teams instead of enabling them account-wide. Tailor AI access based on team needs, pilot features with select groups, and maintain clearer governance across shared environments. 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.

Bring product, order, contract, project, or subscription data into Zendesk faster with prebuilt custom object templates. Instead of starting from scratch, use ready-made objects with predefined fields and relationships designed around common use cases. Templates give you a structured starting point that you can tailor to your needs—reducing manual data modeling and accelerating setup. 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.

Join the Zendesk Customer Success team and the Public Sector User Group for an exclusive session unpacking the biggest announcements from! Tailored specifically for public sector teams, this video covers how new AI tools—like co-pilots and automated resolutions—can act as powerful assistants for small and overworked teams. Following the Relate highlights, dive into our interactive Wisdom Exchange where public sector users ask questions, share strategies, and workshop specific challenges together.

Quality Score helps support teams automatically evaluate service quality across every solved interaction — without relying on limited manual review samples or customer surveys. Using customizable scorecards, weighted evaluation categories, and automated QA scoring, teams can identify coaching opportunities, uncover quality gaps, and better understand customer experience trends across support operations.

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.