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Article
10 min read
ITSM metrics: What to measure and why it matters
What are ITSM metrics? ITSM metrics are measurable indicators used to track the performance, efficiency, and…
Article
5 min read
6 contact center trends to watch
If you’ve needed help with an order recently, chances are you’ve interacted with a contact center.…
Article
4 min read
It’s time to rethink accountability for service teams
Too often, customer and employee service leaders mistake accountability for policing—a way to catch mistakes and…
Article
3 min read
Heat Up Your Summer with July's Latest Integrations
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Triage (Support)…
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Article
5 min read
Top ITSM trends to watch now
Your ITSM team is like your phone’s operating system, working quietly in the background to keep…
Article
5 min read
Why service design should be at the core of your CX strategy
While you may not be familiar with service design, you’ve almost certainly experienced the frustration of…
Article
6 min read
How Zendesk uses agentic AI to deliver instant, human-like support at scale
We use what we build. Zendesk’s own support team runs on the same agentic AI and…
Article
5 min read
Everyone’s launching AI agents. Few are ready for them.
Just a few years ago AI agents might have felt like something out of a science…
Article
5 min read
ITSM vs. ESM: Differences between IT and enterprise service management
Evaluating tools for employee service management can lead to a debate between ITSM vs. ESM as…
Article
10 min read
AI in contact centers: How technology is shaping the CX
With everything from groceries to rideshares available at the push of a button, today’s customers have…
Article
5 min read
Zendesk AI Effect: 3 benefits you can’t afford to miss
Customers who contact your business with an issue or request—and walk away with a smile. Agents…
4 min read
Results, not hype: How SeatGeek and TransferGo use AI to deliver real CX impact
AI might be the hot topic in CX, but for Whitney Thomas at SeatGeek and Marta…
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
5 min read
What is problem management? A complete guide
Problem management definition Problem management is an aspect of IT service management (ITSM) that focuses on…
Report
5 min read
Closing the AI Trust Gap: Building confidence through responsible innovation
AI is transforming how companies support their customers, but delivering on its promise requires more than…
Article
8 min read
What is agentic AI, and how does it work?
Agentic AI definition Agentic AI refers to autonomous software that takes initiative to accomplish service-related goals…
Article
4 min read
Jumpstart Your June with New Integrations
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Zendesk for…
Article
5 min read
Enter your resolution era with Zendesk’s agentic AI
AI has completely changed what customers expect from support. When your smart home assistant can tell…
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