Zendesk's 2025 product updates introduce substantial AI and automation capabilities—including Copilot AI agents, intelligent triage, auto assist procedures, and generative search—alongside expanded support for custom workflows, omnichannel routing, and data privacy controls, but the CEO has clarified that these tools are designed to augment agent productivity rather than eliminate support roles. Your team should prioritise evaluating which AI features align with your current workflows, particularly Copilot's auto assist and intelligent triage for ticket automation, whilst ensuring your custom roles, permissions, and data governance policies are configured to maintain appropriate oversight and security as you implement these new capabilities.
Click Follow in the What's New section to be notified each month when the What's New is published. In case you missed it, here's a recap of what was new in Zendesk in 2025: Support Copilot AI agents - Essential AI agents - Advanced Admin Center Accounts and billing Security Objects and business rule
Watch AI Won't Eliminate Roles: Zendesk CEO Bloomberg.com
Watch AI Won't Eliminate Roles: Zendesk CEO Bloomberg