Research and trends
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
What is a go-to-market (GTM) strategy? How to build one in 11 steps
Learn how to use a go-to-market strategy to turn your product concepts into tangible offerings—without chaos or confusion.
Latest stories
Article
6 min read
What is technical debt and how to manage it effectively
What is technical debt? Technical debt refers to the future cost of reworking code as a…
Article
10 min read
Knowledge-centred service (KCS): A guide to smarter support
Knowledge-centred service is a methodology where knowledge is continuously created and updated as part of resolving customer interactions. This knowledge management process improves customer service and organizational productivity.
9 min read
What is 24/7 support? Definition, benefits & tips
Demand for 24/7 support is almost certainly going to come as your business grows
Article
1 min read
AI-powered ticketing automation: Boost CX & cut costs in 2026
See how AI-powered ticketing automation can save agents time and reduce costs by helping your business do more with less.
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you’ll 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.
Article
7 min read
Workflow automation: What it is, benefits, and examples
What is workflow automation? Workflow automation accelerates traditional workflows, replacing manual effort with the automation of…
Guides and ebooks
1 min read
Three ways AI will reshape HR by 2028
The future of employee service is evolving – and the next three years will be consequential…
Guides and ebooks
6 min read
Zendesk AI Effect: Real Brands, Real Results, Outsized Impact
The best brands aren’t just adopting AI—they’re using it to deliver faster service, increase efficiency, and…
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