Zendesk

The future of CX is contextual intelligence. Zendesk's own Jason Maynard, AMER CTO, breaks down why it matters and how AI is redefining every customer interaction. Read the Zendesk Insights blog and level up your CX strategy for 2026 and beyond: https://zdsk.co/4oJl3oS

🎉 Introducing Group Approver, First Response! An exciting upgrade to the Zendesk Approvals product. Now, approval requests can be sent to an entire Zendesk agent group, be it Finance, Legal, IT, Regional Managers, so any group member can approve or deny. The moment one acts, the request is resolved. Previously, approvals could be assigned to an individual (agents, employees, customers). But let’s be honest - many approvers are utilized on repeat and it's super frustrating having to chase them down, over and over, and over... Or having to keep yet another reminder on your to-do list about when they’re out of office, forcing you to wait it out or hustle to find someone else to move things forward. Many sit for too long as shifts change, causing customer frustration and unfair hits to CSAT scores. Group approvals break down workflow bottlenecks and mirror how real teams collaborate. Customers get faster resolution, clearer visibility, and flexible scalability. New Features: 1. Assign approval requests to groups instead of individuals 2. Get notifications when action or comments are needed 3. Any group member can take the win and complete the request 4. See requests right in Agent Home and the approval panel 5. Shared comments and audit trails keep everyone in sync ✨ It’s truly thrilling for our product team to deliver a feature so highly requested by our customer base. Huge thanks to all our customers for helping us craft such an elegant, seamless experience. We look forward to your continued feedback as you start relying on approval groups to support your workflows. #WorkflowEfficiency #EmployeeService #CustomerService #Approvals #TeamCollaboration #ProductLaunch

In an AI-first world, security is the price of admission. At Zendesk, we are continuing to invest in secure-by-design practices, from how our AI agents execute workflows to how we manage data access and identity. These investments support a stronger and more resilient platform for customers and developers. Check out our latest blog on our commitment to a more secure API ecosystem in the age of AI for Service. The strength of the platform depends on every integration meeting modern standards, and we're here to partner with the ecosystem to lead the way together. #lifeatzendesk https://lnkd.in/gjWhiyNp

HR and IT can no longer operate in parallel. The future of employee service depends on bringing them together. At Zendesk, we’ve already made the shift. By uniting our HR and IT teams under one strategy, one governance model, and one shared set of outcomes, we’re seeing faster decisions, cleaner data, stronger AI, and a better experience for every employee. Fusion teams aren’t a theory. They’re working now, and they’re reshaping how organizations move in the AI era. Read more from Mariah Schuknecht, Vice President of Global Business and Employee Services at Zendesk: https://zdsk.co/4oALXPC

Innovation isn’t just what we do at Zendesk, it’s who we are. This month, 75 senior leaders came together at our San Francisco HQ to shape what’s next, tackle big opportunities, and define the future of customer experience. At the heart of this work is the Zendesk Accelerator Program (ZAP), our engine for developing leaders who can move fast, scale big, and drive impact in the AI era. ZAP equips teams to lead with clarity, creativity, and confidence. Thank you to our Executive Leadership Team for championing ZAP and showing what it means to lead through change. Investing in leaders is investing in the future of CX. Together, we’re shaping the AI era — agile, innovative, and ready for what’s next.

AI is moving fast. So is our security. Zendesk is raising the bar on API safety: OAuth, identifying headers, data-handling updates, and streamlined token management. Every integration matters. Every customer is protected. Stay ahead. Stay secure. Read how we’re building a safer API ecosystem: https://zdsk.co/3XClaHW

New day, new way to learn. Complete today’s Zendesk 2026 Countdown Challenge and discover strategies that make service simpler. Start now: https://zdsk.co/3MiIo3g

Our Procedure Builder for agentic AI customers has received a massive overhaul. This isn't just an update — it's a new foundation built on our latest agent framework and GPT-5. What's new: • Iterative Editing Flow: The core change that eliminates the need for full regeneration. • GPT-5 Power: Delivering smarter, more flexible generative procedures. • UI Redesign: Visually stunning and features like latency masking for a sleeker UX. • Version Control: Simple navigation and one-click restore. This update makes generative procedures accessible to more use cases than ever before. Check it out today: https://zdsk.co/4pM2Jwb

“Zendesk has delivered over 4 billion resolutions — 800 million of those powered by AI this year alone.” On the Joel Beasley | Modern CTO podcast, our CTO Adrian McDermott explains why customer service is at the center of generative AI innovation. Adrian shares how automating repetitive support tasks isn’t about replacing people, but about letting human agents focus on higher-impact, meaningful conversations with customers. He also talks about Zendesk’s shift toward outcome-based platforms and the real-world changes AI is bringing to the agent experience, team structure, and customer expectations. Listen in for Adrian’s honest perspective on what AI is delivering for companies, agents, and customers right now: https://zdsk.co/3MG4GvP