Zendesk has announced significant updates to its Resolution Platform, strengthening its commitment to deliver AI-powered, outcome-focused customer and employee experiences. The new capabilities aim to help organizations resolve issues faster and more efficiently by combining advanced automation, intelligent analytics, and human context.
At the core of Zendesk’s approach is a shift away from tracking support interactions as mere volume metrics. Instead, the company focuses on actual resolution as the measure of success—empowering businesses to deliver more effective, personalized service across channels.
Key enhancements include AI Agents for Email, which automate a large portion of customer email support, and Action Builder, a no-code tool to streamline integration and automation workflows. Other updates such as Generative Search, real-time monitoring, Custom QA, and expanded agent guidance help teams deliver faster resolutions with higher quality.
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“We’re accelerating our pace of innovation like never before, delivering new products and capabilities faster to meet our customers’ evolving needs,” said Shashi Upadhyay, Zendesk’s President of Product, Engineering, and AI. “Our focus remains on building AI-powered solutions that are simple, scalable, and intuitive—so businesses can elevate their customer and employee experiences without added complexity.”
Zendesk’s updated Resolution Platform also introduces agent productivity tools, knowledge enhancements, and stronger security features, including automatic redaction and data masking for sensitive information. With embedded generative AI, multilingual support, and advanced workforce engagement management, the platform helps companies reduce manual work, ensure compliance, and gain deeper insights into operations.
The launch underscores Zendesk’s vision to deliver an intelligent, human-augmented support ecosystem that helps businesses resolve issues proactively and at scale.
