July 15, 2025
Zendesk’s AI Now Writes, Watches, and Warns in Real Time
Zendesk is going all-in on AI again, this time rolling out a powerful batch of updates aimed at doing less talking and more resolving.
The latest upgrades to its Resolution Platform include AI agents that can handle email, a historically tricky channel for automation. According to Zendesk, these bots can take care of over half of email tickets straight out of the box, writing replies that sound like your brand and follow your rules.
The company is also introducing a more autonomous style of AI—agentic AI—tools that can reason, adapt, and solve issues without relying on rigid decision trees. That means fewer handoffs and more tickets resolved end-to-end by machines.
Zendesk hasn’t stopped at email. It’s expanding no-code tools to automate workflows, adding AI-driven search in the Help Center, and giving managers new ways to monitor service quality in real time. There are also deeper analytics dashboards, smarter approval flows, and even automatic redaction of sensitive data, making compliance one less thing to worry about.
For support teams juggling multiple systems and languages, Zendesk offers new tools to pull knowledge from external sources, translate content on the fly, and make it easier for agents to follow AI-guided steps during live conversations.
All of this fits into Zendesk’s pitch that support success shouldn’t be measured by how many tickets you touch, but by how many problems you actually solve. With these new AI capabilities, it’s aiming to give companies a faster, more scalable way to do just that, with fewer humans in the loop.
