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.
AI-powered ticketing automation: A complete guide for 2025
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.
Latest stories
Best practices
9 min read
40 best contact us page examples to inspire you
Your contact us page can leave a lasting impression on existing and potential customers. Do away with generic templates and create a page that stands out in all the right ways.
Article
5 min read
What is a ticketing system? (+3 ways companies use them)
Use ticketing systems to efficiently manage high ticket volume, deliver timely customer support, and boost agent productivity.
Article
13 min read
What is customer segmentation? Types, tips & strategy
Customer segmentation isn’t just for marketing and product teams. Learn how you can put segmentation to work to create personalised support experiences for your customers.
Article
9 min read
8 knowledge base article templates that work
The key to success is finding the right mix of knowledge base article templates for your target audience. Use our templates to get a head start.
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Watch now.
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…
Article
6 min read
What is quality assurance (QA)? a complete guide
Quality assurance can reduce customer churn, help improve team performance, and cut operational costs. Increase confidence in your QA process with our guide.
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…
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