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What is incident management? Types and solutions explained
What is incident management? Incident management is a structured approach to responding to unplanned disruptions or…
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What is employee service? A complete guide
Employee service definition Employee service refers to the internal support and resources a business provides its…
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5 min read
Resolution is the only customer service outcome that matters
It’s hard to deliver great service if you aren’t actually resolving a customer’s issue. Most customers…
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4 min read
Create a foundation for voice success
From the moment they reach out to a business, customers expect a seamless, personalized experience. They…
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
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6 min read
Elevating API security to keep pace with AI innovation
Today, Zendesk announced enhancements to how third-party software developers are permitted to build apps and integrations…
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5 min read
AI agent vs. AI chatbot: Key differences and features
Customer service technology has come a long way since the days of endless hold music and…
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2 min read
Zendesk AI + GPT-5: Setting the pace for the next generation of support
At Zendesk, our platform helps businesses deliver fast, accurate resolutions with less effort. And at the…
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5 min read
Agentic AI in ITSM: The future of IT service management
What is agentic AI in ITSM? Agentic AI in ITSM refers to the use of autonomous…
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3 min read
Zendesk AI Effect: Empowered agents gain clarity, confidence, and career growth with AI
AI is changing what it means to be a customer service agent. And it’s impacting everything…
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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…
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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.…
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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…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
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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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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…
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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…
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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…
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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…
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