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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…
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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…
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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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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…
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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…
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