Teams | Collaboration | Customer Service | Project Management

AI promised better CX — but 83% of consumers still expect more. Contextual intelligence is the missing link that lets teams deliver smarter, faster, and more meaningful experiences. In this video, we unpack the five trends shaping CX in 2026 and show how contextual intelligence helps you: Watch to learn how to lead in the AI era and start applying contextual intelligence in your organization today.

Every business has support issues that don’t fit neatly into prebuilt categories. Custom intent categories let admins define intents, categories, and subcategories that reflect their unique support needs. By customizing how tickets are classified, intelligent triage can more accurately predict what incoming requests are about—helping teams organize work and route tickets more effectively. 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 flexible and easier to manage. From the shift toward AI-powered "agentic" workflows to enhanced governance controls, these updates are designed to help your team deploy automation faster while maintaining a high standard of service quality.

Managing configuration changes across environments can be risky and time-consuming. Sandbox version management gives admins a unified way to inspect configurations, save snapshots, compare changes, and deploy updates between environments. This makes it easier to understand what’s changing, preserve known-good versions, and move configurations with more confidence. 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.

Employee support issues often tie back to the devices people rely on every day. But asset details don’t always live where tickets do. IT asset management in Zendesk gives internal service teams a single place to track and manage employee devices alongside support tickets. Teams can view asset details like status, ownership, location, and related ticket history, helping agents resolve issues with more context and less back-and-forth. IT specialists and asset managers can even assign devices and manage inventory all within Zendesk.

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.