Zendesk changes fast — and May 2026 was no exception. In this SMB User Group session, Brandon Tidd breaks down what's new and what it means for small businesses: The relaunched Zendesk Community, the incoming Spark rewards program, a major AI Agents packaging change rolling out across all suite plans, the new unified navigation, a security update admins need to know about, and AI-powered reporting in Analytics. Practical, no-fluff, and built for SMB teams who don't have time to waste. Learn more: https://zdsk.co/4vqpwjX Timestamps: 0:00 Welcome & intro 1:27 What these user groups are (and how Brandon got here) 4:54 The new Zendesk Community — what changed 6:22 Introducing Zendesk Spark (new rewards program) 8:36 CX Trends: what the data says about AI for SMBs 10:51 AI Agents Essential vs. Advanced explained 14:32 Big news: Advanced AI moving into all suite plans 17:33 Unified navigation update 19:13 Security update: verified users are now default 21:32 AI-powered reporting in Analytics (HyperArc) 22:33 Zendesk Relate 2026 25:13 Action items for this quarter 27:47 Relate app, community happy hour & connecting at the event 30:38 Q&A Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync. 🙌 Trial Zendesk for free: https://zdsk.co/Zendesk2026 🎥 Subscribe to our YouTube channel: https://zdsk.co/ZendeskYouTube Join us on other social media channels: 👉 LinkedIn: https://zdsk.co/ZendeskLinkedIn2026 👉 X: https://zdsk.co/ZendeskX 👉 Facebook: https://zdsk.co/ZendeskFacebook 👉 Reddit: https://zdsk.co/ZendeskReddit 👉 Instagram: https://zdsk.co/ZendeskInstagram 👉 TikTok: https://zdsk.co/ZendeskTikTok #Zendesk #CustomerService #CustomerExperience #EmployeeService

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