Zendesk

First In, First Out prioritisation of your queues is most likely not driving the right outcomes for your customers. If you’re still looking at your backlog and allocating work by "ticket created" - even with basic skills-based routing thrown in - you are leaving CSAT and desired customer outcomes on the table. In my recent conversations with CX leaders, a common topic keeps coming up: Not all contacts are created equal, yet many organisations still treat them that way. I get the hesitation. Completely reinventing your routing logic feels like jumping into the unknown. But the risks of staying static outweighs the risk of making the change. Getting your routing model right could very well be the difference between keeping or creating a loyal advocate and losing a customer. 🤷♀️ So, what does a high-performing strategy look like? 🚀 It’s predictive, intentional, and AI-supported. When designing your prioritisation framework, your system should instantly weigh: - Who the customer is - Their recent journey - Historical sentiment - Intent & Urgency This week, Zendesk launched AI-Based Predictive Routing. It’s designed to work with your existing routing configuration and queues to improve the way messaging tickets are routed. It's only the first step in helping our customers implement a more intentional way to prioritise your queues. 🙌 If you're still relying on the "old way" of routing, it might be time for a refresh... #CX #CustomerExperience #Zendesk #AI #CustomerService #Operations

Closing our laptops: ✅ Taking part in #RechargeFriday: ✅ Coming back rested and recharged: ✅ #LifeAtZendesk 💚

Neon One turned CX into a revenue driver with Zendesk, cutting first reply time by 70% in the first three months while scaling support without adding headcount: https://zdsk.co/4aGhUSx

We are excited to announce Zendesk is one of the first 13 launch partners globally to achieve the newly unveiled Amazon Connect Customer Competency from Amazon Web Services (AWS)! As AWS launches this first-ever service-aligned competency, Zendesk has been validated by AWS experts for our technical depth and proven customer success in Contact Center Transformation. Zendesk Contact Center, powered by Amazon Connect Customer, is an AI-powered, enterprise-grade solution that unifies voice, digital, and self-service into a single workspace where AI, agents, and workflows work together to deliver faster, smarter resolutions on every channel. Big thanks to AWS for recognizing our commitment to delivering enterprise-grade transformation and helping our customers move AI from pilot to production with absolute confidence. Read the full announcement on the AWS Partners Network blog to see how we're shaping the future of AI-powered CX together: https://zdsk.co/4uHcG00

Meet Zendesk Spark, our new community program that recognizes the many ways you already engage with Zendesk. Join in. Share feedback. Learn. Show what you know. Earn rewards along the way. With Spark, you can: • Join activities that fit your interests • Move up through levels • Unlock more exclusive rewards The best part? Your community activity is tracked automatically once you sign up. And Academy tracking is coming soon, so even more of your Zendesk engagement can count. Visit the rewards hub to get started: https://zdsk.co/4eiciAn

We're proud to see Zendesk highlighted in the latest AWS Partners Network blog, where Matt Yanchyshyn, VP, AWS Marketplace & Partner Services, dives deep into the massive paradigm shift toward Agentic SaaS: "In an Agentic SaaS world, the unit of value shifts from access to software (the traditional seat-based subscription) to the realization of an outcome." At Zendesk, we’re ahead of this curve. We are actively redefining value in the AI era by leaning into outcome-based pricing ensuring that our customers pay for actual results, not just software access. It’s a model built for the speed and autonomy of AI agents, and it's exactly why Amazon Web Services (AWS) is so excited about our approach. By combining Zendesk's rich CX domain expertise with AWS infrastructure, we’re helping businesses tie AI investment to measurable results, so businesses can evaluate value based on what agents achieve, not just what they cost. Read Matt’s full perspective on how Agentic AI is transforming the SaaS ecosystem: https://zdsk.co/3SrAJTe

Zendesk has been named an Exemplary Provider in the ISG (Information Services Group) IT Service Management Platforms Buyers Guide 2026: https://zdsk.co/4xsHPa5 This third-party analysis highlights how ITSM is evolving from reactive service support systems into operational control planes, and Zendesk is leading the shift with AI, automation, and connected workflows.

See Zendesk in action with TELUS Digital. Join a small‑group field trip on June 25 for a behind‑the‑scenes look at AI, automation, and the people and processes running enterprise CX at scale. Ideal for CX, contact center, IT, and transformation leaders. Request an invite: https://zdsk.co/43AV8rs

“Simplesat runs deep inside Zendesk: Embedded in tickets, firing through automations, syncing back to records. Building to a security standard that holds up at that depth is exactly the work we want to be doing, and it's why partnering with Zendesk makes our product better.” — SimpleSat Sales Director Owen McKee Zendesk is raising the bar for app security, because when partners run deep inside the platform, trust has to be built in at every layer. We’re proud to work with partners like Simplesat who share our commitment to security, interoperability, and a better connected customer experience: https://zdsk.co/4efoZfg