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What is employee service? A complete guide

Employee service definition Employee service refers to the internal support and resources a business provides its…

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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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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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Top ITSM trends to watch now

Your ITSM team is like your phone's operating system, working quietly in the background to keep…

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.

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What is an omnichannel contact centre? a complete guide

Omnichannel contact centre software streamlines communication channels so customer service reps can provide consistent and personalised support.

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…

6 contact centre trends to watch

If you’ve needed help with an order recently, chances are you’ve interacted with a contact centre.…

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AI in contact centres: 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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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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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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What is IT asset management? a complete guide

IT asset management definition IT asset management (ITAM) is the process of tracking and managing all…

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What is customer care? Definition, importance and best practice

Investing in customer care can build lasting brand loyalty and boost customer satisfaction.

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What is problem management? a complete guide

Problem management definition Problem management is an aspect of IT service management (ITSM) that focuses on…

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What is agentic AI, and how does it work?

Agentic AI definition Agentic AI refers to autonomous software that takes initiative to accomplish service-related goals…

Guides and ebooks
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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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IT services: What they are + 15 types you can use

What are IT services? IT services are the procedures and processes that help businesses manage and…

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How to deal with difficult customers: 13 tips + examples

Understanding how to deal with difficult customers is essential in customer service. Learn how to turn a challenging situation into a great customer experience.

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What is ITSM? The ultimate IT service management guide

What is ITSM? IT service management (ITSM) is a framework for delivering IT services to customers…

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What is CSAT? (+ how to measure it)

Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.