Actions & integrations
However, great CX ultimately requires that AI and humans work together seamlessly to provide the fastest, highest-quality customer service. Zendesk offers such provisions with:
- Action Builder, which empowers businesses to easily connect and automate AI and human agent workflows across any system without coding. Businesses can easily create the connected service experiences they need and that their customers crave, all within Zendesk and free from third-party or custom development.
- App Builder, which is a new no-code solution for building apps in Zendesk, leveraging generative AI. Admins can develop custom apps using natural language prompts.
Comprehensive knowledge graph
Another core component of the platform is the Zendesk Knowledge Graph. This robust foundation consolidates service knowledge for immediate access by Zendesk agents, and powers over 50,000 active service knowledge bases.
Businesses can easily index and connect their own knowledge sources without complex setup, with these features:
- The Zendesk Knowledge Builder uses AI to analyze past tickets and key business context to create a ready-to-use knowledge base, ensuring timely access to the right information for faster resolutions for those starting without a fully developed knowledge base. With Knowledge Builder, there’s no long setup and no content drafting.
- The new Generative Search feature provides immediate answers right at the top of the help center and eliminates the need to sift through links.
Governance & controls
With adaptive reasoning control, businesses can take the complexity out of cybersecurity, data privacy and AI regulations. AI reasoning control gives real-time visibility into the AI agent’s thinking. Now, businesses can see how their AI interprets customer requests, why the AI chooses certain responses, and where to refine the agent’s behavior – ensuring it operates exactly the way businesses intend.
Zendesk also provides measurements and insights – with AI-powered tools that help admins effortlessly manage AIOps, and simplifying reports on a single dashboard, and with custom service QA that scores 100% of interactions across human and AI conversations leveraging generative AI.
Employee experience
Happy employees make for happy customers. The cutting-edge tools to improve customer experience can also be applied to employee experience, to create a virtuous cycle of service quality and satisfaction.
That’s why, at Zendesk Relate 2025, the company also announced the launch of the Zendesk Employee Service Suite, designed specifically for internal support teams such as IT and HR, offering an intuitive solution that equips teams to deliver exceptional employee service.
Designed for the Agentic AI era, the employee service suite features easy-to-deploy pre-trained AI that provides rapid resolutions and efficient, accurate service to employees. This suite includes essential tools for internal teams, including a service catalog, new pre-built HRIS integrations, and a tailored agent workspace designed for employee service with task lists, approvals, and out-of-the box templates.
American coffee chain Dutch Bros shared how it boosted HR team productivity 212% by centralizing and automating work with Zendesk’s employee service solution.
“The new employee service suite is easy to implement and scale across departments, ensuring quick time to value and a low total cost of ownership. Zendesk futureproofs employee service with an easily integrable, adaptable, and customizable solution that empowers organizations to navigate a rapidly evolving workplace while leveraging the power of Agentic AI,” said Eggemeier.
Zendesk is also gearing up to launch IT Asset Management to help companies track and manage the hardware and software employees rely on every day.
