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Zendesk is at the forefront of technological advancements in Artificial Intelligence, securing a #13 rank on the AI innovations leaderboard among the top 100 tech companies. Zendesk has released 134 AI-driven solutions in the last 6 months alone. Among those innovations, Automation, Text and Business represent 88% of their AI-related product releases. Below is a breakdown of Zendesk's most recent AI Innovations by category and full list of their AI-related developments updated daily.

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Updated Dec 13, 2025
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AI Innovations by Type

Jun 01, 2025 - Dec 14, 2025
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Trailing 6 Months

134 AI Innovations

DateInnovation NameTypeCategoryDescription
12/11/2025Intelligent FiltersFeature

Automation

AI-powered filters for efficient conversation data analysis.

12/10/2025Automation Threshold ConfigurationFeature

Automation

Configures automation thresholds for advanced AI agents.

12/10/2025Escalation Flow DesignFeature

Automation

Designs AI agent escalation flows for efficient query handling.

12/10/2025Escalation Strategy ConfigurationFeature

Automation

Configures AI agent escalation strategies for complex queries.

12/05/2025AI Agent Ticket ManagementFeature

Automation

Manage AI agent tickets with specific workflows and limitations.

12/03/2025Escalation Blocks in Dialogue BuilderFeature

Automation

Introduces escalation blocks for advanced email AI agents.

12/03/2025Customizable Use Case CompletionFeature

Automation

Allows AI agents to handle multiple use cases before escalation.

12/03/2025AI RecommendationsFeature

Automation

Filter AI recommendations by type in admin center.

12/02/2025Zendesk Resolution PlatformProduct

Automation

AI-powered platform unifying channels and agent tools for service.

12/02/2025Generative AI Help Center CreationFeature

Text

Create help centers using ticket data and generative AI.

12/02/2025AI Expert Coverage for CopilotService

Business

AI Expert service offers ongoing AI expertise access.

12/02/2025Support AI Agents Approval CommentsFeature

Automation

AI agents can comment on approval requests before decision.

12/02/2025Voice QA With Transcription AnalysisFeature

Audio

Analyzes and scores call transcripts for quality assurance.

11/27/2025AI RecommendationsFeature

Automation

AI-driven recommendations integrated into Zendesk Admin Center.

11/27/2025Routing Rules for Advanced AI AgentsFeature

Automation

Configures specific AI agents for messaging channels using routing rules.

11/26/2025Email Automation TriggerFeature

Automation

Automates AI responses to email-based customer interactions.

11/25/2025Advanced AI Agent CRM OperationsFeature

Automation

AI-driven CRM operations for updating ticket information efficiently.

11/24/2025Ticket Support TypeFeature

Automation

New analytics attribute to identify AI-handled tickets.

11/22/2025AI Agent ResponsesFeature

Text

AI agents generate answers using external content for customer queries.

11/21/2025AI Agents Navigation UpdateFeature

Business

Unified navigation for AI Agents in Zendesk platform.

11/19/2025Zendesk Agent For Microsoft 365 CopilotFeature

Automation

AI-powered Zendesk support integrated into Microsoft 365 apps.

11/12/2025AI AgentsFeature

Automation

AI-powered agents enhancing customer service and support capabilities.

11/12/2025AI Agents SetupFeature

Automation

Guides users in setting up AI-powered agents in Zendesk.

11/11/2025AI Agent TicketsFeature

Automation

Tracks AI-handled conversations without human escalation in Zendesk.

11/07/2025AI Summary Answer Theme Update ProgramFeature

Text

Automatically adds generative search to custom themes without coding.