Best practices

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1 min read

AI-powered ticketing automation: A complete guide for 2026

Read our guide to learn how AI-powered ticketing automation can save agents time and reduce costs by helping your business do more with less.

Article
1 min read

Workforce forecasting: The smart staffing strategy

Workforce forecasting is a strategic practice that anticipates a business’s staffing needs. Learn how to implement this practice in our guide.

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2 min read

Spotlight on success: Celebrating our 2023 Zendesk Partner Award recipients

Discover the stories behind success as we showcase the voices and victories of our diverse 2023 Zendesk Partner Award champions.

Article
9 min read

21 ways to improve team productivity

Follow these 21 tips to improve team productivity and keep your team running like a well-oiled machine.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
5 min read

March to the beat of new integrations

New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.

Article
1 min read

Customer service quality assurance: The ultimate guide

Customer service quality assurance helps you deliver consistently high-quality service across every channel. Learn all about the QA process in our guide.

Article
6 min read

5 ways WFM for agents is great, explained by a former agent

Workforce management provides several benefits to agents, including improved focus, additional resources, and valuable assistance.

Article
1 min read

Zendesk WFM: Introducing customizable business hours in Forecast

You can now show staffing forecasts based on operational hours right inside Zendesk WFM. This results in a more accurate forecast and adequate staffing.

White Paper
4 min read

Optimizing service efficiency: A guide to Zendesk workforce engagement solutions

Learn about Zendesk's Workforce Management (WFM) and Quality Assurance (QA) key features and how they can help improve your customer service operations.

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Like our demos.

White Paper
4 min read

Shaping the future of service operations with Zendesk’s workforce engagement management solutions

Discover how Zendesk’s workforce engagement management solutions can help organizations improve their service operations.

Article
1 min read

Monthly view and 1-minute increments in schedule in Zendesk WFM

Schedule your team to the minute, and look at your team's schedule by month for the ultimate scheduling flexibility.

Article
3 min read

Default reports is the key to long-term agent attendance reports

See your team's attendance over time, or duplicate and customize your view with the newest addition to reports: Default Report Templates.

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.

Infographic

The benefits of adopting an AI-powered workforce engagement management solution

Discover how investing in an AI-powered workforce engagement management (WEM) solution can boost your service operations.

Article
8 min read

Workforce optimization: The ultimate guide for 2026

Workforce optimization makes processes more efficient and employees more productive and gives more flexibility to your bottom line. Learn more about it below.

Article
9 min read

What is AI as a service (AIaaS)?

What is AI as a service?

Article
9 min read

Intelligent automation (IA) benefits, components, and examples

Olivia is a customer service agent at a bustling, understaffed customer service department.

Article
6 min read

Intelligent call routing: How it works and best practices

Bid farewell to phone tag. Use intelligent routing to streamline issue resolution and connect customers with the most qualified agent to solve their problems.