Advancing the Resolution Platform to set a new standard for service

Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies thrive. Our innovations are driven by the core belief that every part of service should work together to drive a complete resolution, not just be a combination of individual tools that work separately to do their specific jobs better.

Our Resolution Platform is an AI-first system built to unify five core elements: agents, knowledge, actions and integrations, governance and control, and measurement and insights. Today, we’re announcing interconnected, cross-platform capabilities that will accelerate automation and boost resolutions across your entire service operation, plus targeted enhancements designed specifically for IT, HR and contact centre teams.

Enhanced AI agents + copilots to deliver a smarter path to resolution

AI agents are the fastest-growing product in Zendesk history, widely adopted by brands like SoundCloud and Seatgeek. Now they’re smarter, more flexible and better equipped to handle complex scenarios across every channel, including voice.

Our new Voice AI agents understand natural speech, take action and resolve issues without escalation. Because they’re built into the platform, they operate with full context – leveraging your knowledge base, support data and quality standards to deliver accurate, consistent results.

And while AI agents are taking on more, people remain essential. Agent Copilot already drives 3x productivity gains for businesses like Rotho. Now, we’re extending that support with Admin Copilot. It highlights priorities with a personalised digest, answers questions conversationally and applies approved fixes automatically, so admins can spend more time driving meaningful improvements.

Knowledge that’s easier to build and more powerful to roll out

Resolution isn’t possible without knowledge – it’s the foundation of every great service interaction. Teams actively managing it see 2.5x higher self-service rates. Yet knowledge bases are notoriously hard to create and even harder to keep current.

We’re changing that by using AI to modernise the knowledge base. With Knowledge Builder, teams can draft articles and generate a fully organised knowledge base in days, not months. And with Knowledge Connectors, information no longer sits locked in a help centre or wiki – it flows directly into the Resolution Platform from across your business, including tools like SharePoint, Google Docs and Confluence. The outcome: accurate, up-to-date knowledge that fuels AI agents, Copilot and self-service.

Analytics that unlock insights everyone can use

Consistency depends on visibility. Our new Real-time Monitoring Dashboards provide a live, omnichannel view of operations with alerts for spikes in ticket volume, critical queues and agent productivity. Built-in anomaly detection also uses AI to flag service issues and send real-time alerts, so problems can be addressed before they escalate.

And with our recent acquisition of HyperArc, we’re taking analytics even further. Soon, teams will be able to explore data conversationally, uncover root causes of issues and get real-time answers in context. By turning complex data into clear stories anyone can act on, HyperArc brings faster, more impactful decision-making to every layer of service.

No-code connectivity and customisation to help you scale with ease

To resolve issues, data needs to connect across systems, but with businesses managing an average of 125 apps with limited developer resources, customised integrations can be costly and slow.

That’s why we’re expanding Action Builder and introducing App Builder. Action Builder now includes new testing features, triggers and prebuilt connections for OpenAI, Shopify and Excel, with Microsoft Teams and Outlook coming soon. For customisable needs, App Builder makes AI-powered app creation simple. With conversational prompts, teams can build and launch apps without coding or big budgets.

In just 2.5 months of early access, over 1,500 Zendesk customers, including Mediaocean and Lyse, have saved 130,000 development hours and $11.6M in costs.

Employee service powered by real-time visibility and intelligent automation

It’s not just customers who need better service. Employees do too. Even a small tech glitch can cost hours of productivity, especially when IT lacks visibility into device history or status.

With native IT asset management (ITAM), asset data flows directly into the Resolution Platform, so IT teams can manage devices in real time, resolve hardware issues faster and ensure employees are equipped to do their best work.

We’re also advancing AI agents for employee service with unified knowledge, enhanced admin controls, and access to external sources like Confluence and SharePoint. This means greater accuracy, smarter escalation and insights that drive continuous improvement. For Hoag Health, our AI agents now resolve 73% of employee issues automatically, cutting resolution times by 86% and boosting employee satisfaction to 97%.

To help every team achieve exceptional service, we’re introducing lower pricing on our Employee Service Suite plans, all including powerful AI features.

Contact Centres built to meet modern expectations

Like internal help desks, traditional contact centres aren’t set up to meet the increasing complexity and expectations of today’s customer experiences. Nearly 70% of customers now expect every issue to be solved in real-time – an impossible target for most.

Zendesk for Contact Centre was built to help achieve this. With AI at its core, it removes the gaps between channels, agents and systems so every interaction gets resolved faster, whether over voice, self-service or digital.

Now we’re adding video calling and screen sharing, woven directly into the same platform where digital channels, AI agents, Copilot and Ticketing all operate together. Agents can seamlessly escalate from chat to video, surface relevant knowledge mid-session and act on Copilot prompts informed by past conversations – all without leaving the workspace.

One platform, built for resolution

With every new feature, the Zendesk Resolution Platform grows stronger – raising the bar for service teams everywhere. But its real power comes from how it all comes together behind the scenes.

This isn’t a patchwork of siloed tools, but a platform designed to work as one: powered by AI, informed by knowledge, connected through integrations, optimised with analytics and trusted by users to deliver consistently great results, every time.