This month, we’re focused on making the Zendesk Resolution Platform more flexible and easier to manage. From the shift toward AI-powered "agentic" workflows to enhanced governance controls, these updates are designed to help your team deploy automation faster while maintaining a high standard of service quality. Highlights: → Agentic Procedures – Move beyond rigid, branching decision trees. By simply describing a process in natural language, our new agentic framework allows AI agents and Copilot to handle conversational detours and skip redundant steps automatically, making interactions feel more human and less robotic. (11:54) → Procedure Recommendations – Get a head start on automation with AI insights. Zendesk now analyzes your historical ticket data and existing knowledge base articles to automatically suggest pre-built procedures for your most common customer intents. (22:15) → Custom Object Templates – Expand your data model without the manual setup. Use pre-defined templates for products, assets, or work orders to quickly organize complex information within Zendesk, ensuring your agents have the full context of a customer's history at their fingertips. (28:28) → Messaging Triggers for Social Channels – Bring the power of automated routing and workflows to social media. You can now apply standard triggers to conversations happening on WhatsApp, Facebook Messenger, and Instagram DM to ensure consistent handling across every channel. (27:10) → Brand Permissions for Explore – Strengthen your data governance. Admins can now restrict access to specific dashboards and reports based on brand, ensuring that team members only see the analytics relevant to their department or region. (28:00) → Email AI Agent Controls – Fine-tune your automated email resolutions. New escalation controls allow you to define exactly when a conversation should move from an AI agent to a human, preventing premature escalations while ensuring complex issues get the expert attention they need. (26:07) 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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