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Real resolutions, not just deflection

The Zendesk Resolution Platform

Our Resolution Platform is built for faster, more effective outcomes. It seamlessly pulls your technology into a unified service ecosystem, empowering AI to connect data and workflows across all your systems and channels.

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A customer reports “My card is not working.” AI orchestrates tasks—profile lookup, limit check, number redaction, error analysis, and credit extension—leading to “Your card has been fixed!”

Welcome to the Resolution Revolution

Exceptional outcomes driven by Agentic AI

Reach resolutions anytime, anywhere

Zendesk’s embedded AI empowers everyone to reach fast, personalized, and omnichannel resolutions.

Automate and accelerate operations

Supercharge agent and organizational efficiency with intelligent automations that continuously learn and improve.

Unlock hidden business insights

Take action on data-driven insights that keep your agents, customers, and employees’ experiences at the forefront.

Meet the Resolution Platform

The Resolution Platform transforms siloed processes into automated, tailored interactions at every touchpoint. Streamline workflows, enhance agent productivity, and boost satisfaction while maintaining trust and resolution quality.

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Resolution Learning LoopZendesk agentsKnowledge graphActions and integrationsMeasurement & insightsGovernance & control

BREAK THROUGH THE AUTOMATION GLASS CEILING

Improve faster with the Resolution Learning Loop™

Automate 80%+ of interactions by connecting AI, human agents, and knowledge on one platform. By applying Zendesk AI to unified interaction data, the Resolution Learning Loop™ continually increases automation rates and quality.

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Zendesk Agents

Deliver the right resolution, every time, with AI Agents 

Zendesk’s network of AI agents are purpose-built for service. Whether you offer support online or through a contact center, our AI agents handle complex requests and backend tasks so your team can resolve issues faster, with more intelligence and control.

Explore AI agents
An AI agent facilitating a customer’s order exchange, with the agent's internal chain of thought displayed next to the response

Knowledge graph

Unified data means better service

Generative AI creating a help center article explaining
Circular diagram with Zendesk at the center of customers, customer emails, service agents, documents, and business data
Customer profile showing their email, member ID, loyalty status, location, intent, language, and customer service sentiment
AI-generated search result summarizing a company’s international shipping policy in a help center

Resolution starts with knowledge. AI-powered tools like Knowledge Builder and Knowledge Connectors unify service and external content, creating a smart foundation for AI and human agents to act with confidence.

Generative AI creating a help center article explaining

Actions and integrations

Power resolutions with streamlined workflows

Decision tree for an automated workflow that creates a Jira issue if the assigned customer service group changes
Workflow trigger that sends a personalized message when a VIP requests support
Zendesk logo connected to Slack, Asana, Zoom. Sweethawk, Shopify, Jira Software, Salesforce, and Microsoft Teams
ConversationalCommerceAPI_AIAgent_ProductImagery__en_us.png

Zendesk seamlessly connects with your backend systems, allowing agents to tackle complex workflows — even when they require action outside of Zendesk.

Decision tree for an automated workflow that creates a Jira issue if the assigned customer service group changes

Measurement & insights

Fuel faster, higher quality resolutions

Analytics dashboard with conversational query popup
Agent state dashboard with online, offline, and away visualizations
Zendesk report builder with metrics and attributes for custom reports
Dashboard with share, link, schedule, and export options

Easily turn insight into action with intuitive dashboards and AI-powered recommendations, no complex setup required. Zendesk AI highlights trends and patterns so you can confidently take action across channels.

Analytics dashboard with conversational query popup

Governance & control

Enterprise-grade security built to scale

Access log listing a customer service agent’s id, IP address, and access timestamp
Customer service agent permissions by role, group, and brand
Conditional logic that deletes closed customer service tickets after five years
Customer service audit log listing actions agent took with timestamps

Security, privacy, and compliance are essential to establishing trust. That's why Zendesk is built to meet global compliance requirements and safeguard every interaction — so you can confidently scale with peace of mind.

Access log listing a customer service agent’s id, IP address, and access timestamp
Siemens

+23%

Productivity increase (Nordics)

86%

CSAT

“Ultimately, we want to get to the point of a holistic global digital customer journey. With Zendesk as the foundation and the various apps and integrations such as AI sitting on top of that, we are getting closer and closer to achieving that.”

Steven Franklin

Head of Global Customer Services at Siemens Financial Services

Read customer story

Additional resources

Try Zendesk today

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