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The Zendesk Product Team is looking to speak with customers about how you manage deadlines, reminders, and notifications when working on tickets that involve multiple steps, tasks, or approvals. Your feedback will directly inform future product improvements. What’s involved?• 60-minute remote interview• Between March 31st and April 10th• $100 USD eReward (redeemable at retailers like Amazon) Interested?Sign up for a session via User Interviews.If none of the listed times work, please email me with your availability and we’ll do our best to accommodate. Contact: Tara Rastogitara.rastogi@zendesk.com Additional InformationParticipatio

 Hey Community, The wait is over, the full Zendesk Relate 2026 agenda is officially live! 🏔️ We’ve spent the last year listening to your feedback, and this year’s experience in Denver (May 18-20) is built specifically for how we work now. Imagine thousands of us in one room, moving past the AI hype and focusing on real-world resolutions. What’s new for us this year? Advanced Mastery: By popular demand, we’re adding Paid 201 and 301 Workshops. If you’ve outgrown the basics, these deep-dives are for you. The Startup Track: A first-of-its-kind space for disruptors to talk scale and lean CX strategy. Peer-Led Learning: No more just sitting and listening.

The Zendesk Product Team is looking to speak with customers about how you use deadlines, reminders, and notifications to manage time-sensitive work in Zendesk.  Your feedback will directly inform future product improvements.What’s involved?• 60-minute remote interview• Between March 31st - April 10th• $100 USD eReward (redeemable at retailers like Amazon)Interested?Sign up for a session via User InterviewsIf none of the listed times work, please email me with your availability and we’ll do our best to accommodate.Contact: Tara Rastogitara.rastogi@zendesk.comAdditional InformationParticipation is subject to the Zendesk Privacy Notice (including the Calif

Hey everyone, We know how it goes, sometimes the day-to-day just takes over, and that routing logic or WFM setup you’ve been meaning to tweak stays on the back burner. We all get that feeling of just wanting things to run a little smoother for the team so we can actually focus on the work that matters. Instead of just talking about it, we’ve put together a few sessions where we can actually dig into the "how" together. Whether you're looking to finally master your WFM setup or you’re ready to get your hands dirty building an AI agent, there’s something here to help you clear some mental space. Here is what’s coming up: Zendesk WEM: Live WFM and QA training Zendesk WFM: Essentials of Schedule ManagementIn this session, the Zendesk

Hello Community!The wait is officially over. We’ve just pulled back the curtain on the Zendesk Relate 2026 agenda, and it’s packed with the technical depth and visionary strategy you’ve been asking for.🗓️ Explore the Full Agenda hereWhether you want to pick up new skills, hear fresh ideas, or dive into what’s next for customer service, we’ve got something for you.Here's a glimpse of what you can expect: Main stage keynotes: Hear from headliners like Ali Wong and visionary leaders on the future of service. Expert perspectives: Learn from Zendesk customers like Canva, Levi’s, ASOS, and Supercell as they reveal real-world success stories and AI-powered innovations. Service trends

Hi everyone!Is it just us, or is the Zendesk ecosystem moving at light speed lately? Whether you’re currently wrestling with a complex API, trying to make your AI Agents sound a little more "human," or just trying to survive your first week in the agent workspace. We’ve got your back!We’ve curated a lineup of sessions for March designed to help you work smarter, not harder. From deep dives into custom data models to the "bread and butter" of QA scorecards, there’s a seat at the table for you.Check out what’s coming up and grab your spot: Zendesk WEM: Live WFM and QA trainingZendesk QA: Create and evaluate your QA scorecardWhether you’re new to QA or looking to refine your process, this session will provide practical guidance to help you create effective scorecards and leverage insights to boost your team’s performance.Feel free to bring questions or examples from your own QA process so we can help you

Hey Community! The Analytics team is excited to introduce a new EAP for you. Check it out and follow the link for more information! Agent status plays a critical role in ensuring smooth and efficient contact center operations. Sometimes, admins might need to manually update an agent’s status. For example, an agent finishes their shift but forgets to sign out or sets their status to offline.  The real time monitoring assistant helps admins to update the agent's status from the incoming tickets or agent productivity real time monitoring dashboards using a conversational assistant to reflect that the agent is no longer available, preventing calls from being routed to them. Learn more and sign up here. 

Hey Community!  The secret is out! We are officially bringing Ali Wong,comedian, actress, writer, and producer, to the main stage at Zendesk Relate this May.✨Ali is known to bring fearless humor and candid storytelling to the stage in this moderated conversation. She’ll be sharing how humor and storytelling can transform customer connection, something we strive for every day in this community. But the main stage is just the beginning. Relate is where our digital conversations turn into real-world breakthroughs.Experience in-person collaboration like never before: 💬 Goodbye small talk, hello real conversations: With Braindate, you take the lead. Host or join 1:1 and small group chats with your peers on the topics that matter most to you. 🎤

This last week of February we have a packed calendar of events coming up, and there’s something for everyone, whether you want to get your hands dirty with code or just chat through some admin hurdles with peers. 🗓️ February 24th   📍 The Digital Desk| Tomorrow (Feb 24) | 10:00 AM CST Mastering Meta Channels (WhatsApp/IG/FB) 📱🔗 Register here  📅 February 25th: At a GlanceWe have a few different tracks happening on Wednesday. Depending on where you are in the world (or how late you stay up), here is the lineup: 

Hello Community! The WFM team is thrilled to bring you another EAP.  If you have highly specific forecast and staffing calculation, aggregation, and rounding rules, you can now bring those trusted numbers into Zendesk WFM Forecast via CSV uploads. Two import options are available: Forecasted inbound volume import: you can upload your inbound volume forecasts, and Zendesk WFM will use those values as input to its staffing calculations. Forecasted inbound volume and required staffing import: you can upload inbound volume forecasts and final staffing numbers directly when you want to own both forecasting and capacity planning. By importing your customized inbound volumes and final staffing data directly into Forecast Scenarios, you eliminate the need for manual reconciliation and preserve your existing workflows while taking advantage of other Zendesk WFM capabilities, such as auto‑scheduling

Hello Zendesk Community!  We’re opening an Early Access Program (EAP) for Zendesk voice AI agents - a natively integrated voice automation solution designed to deliver natural, conversational customer experiences over the phone. Voice AI agents extend Zendesk AI automation to voice, enabling end-to-end call handling and seamless escalation to live agents when needed, with full context and conversation history carried through to Agent Workspace. Voice AI agents are fully generative and built on the Zendesk Resolution Platform. They can handle common, repeatable tasks and are also built to support advanced workflows that use procedures and integrations. Learn more and sign up here!

The Zendesk Product Team is looking to speak with customers about how you use tasks and approvals to manage work across tickets. Your feedback will directly inform future product improvements.What’s involved?• 60-minute remote interview• Between February 17th–27th• $100 USD eReward (redeemable at retailers like Amazon)Interested?Sign up for a session via User InterviewsIf none of the listed times work, please email me with your availability and we’ll do our best to accommodate.Contact: Tara Rastogitara.rastogi@zendesk.comAdditional InformationParticipation is subject to the Zendesk Privacy Notice (including the California Notice of Financial Incentive, where

Hey everyone! Ready for some fresh insights and hands-on fun this February? We’ve lined up three great events just for you: AI User Group presents: AI Tools: Lessons for CS Optimization🗓️ February 17 | 12 PM CST | 45 minutesJoin this User Group–led session to discover how AI tools really work and learn how to harness their power to create smarter, more efficient customer support experiences. Explore practical insights and hands-on tips that will help you elevate your support and delight your customers. Ready to join?🔗 Register here   Real Talk with IT Leaders  🗓️ Feb

Your Zendesk Relate 2026 Experience Awaits! 🎉  Meet the product team, explore the expo at your own pace, and celebrate with us at this amazing event! Here’s a taste of what’s in store:  Hear from bold headliners, top brands, and product experts Connect with service leaders and peers who are driving real change Dive into hands-on workshops, speed networking, and inspiring keynotes Unwind and celebrate at happy hours, welcome receptions, and the epic closing party This is your last chance to register and save $300 before prices increase on January 30, 2026. Bring your colleagues, groups of 3 or more get a 10% discount. Don’t miss this opportunity to learn and connect with experts just lik

The WFM team is thrilled to bring you a new EAP!The WFM Agent adherence dashboard in Real-time Monitoring is the first step toward a fully unified reporting ecosystem inside Zendesk. It allows WFM customers to see their real-time agent status and adherence data rendered directly inside Zendesk Real-time Monitoring. This EAP focuses on bringing key real-time WFM data, such as agent availability, activity, adherence, and status durations into Zendesk Real-time Monitoring, enabling support managers and workforce teams to monitor operations from a single consolidated dashboard.What you can expect Real-time WFM agent status and adherence, synchronised with ZRA Consolidated agent performance reporting which combines WFM data with Zendesk reporting within one dashboard Improved visibility across groups, agents and channel

We are happy to announce a Tasks feature for Agents and Admins, enabling them to break down standardized processes into actionable steps directly within Zendesk tickets. 👉  See also the feature documentation. Why did we build it? Increase agent efficiency: Tasks eliminate the need for agents to track steps manually across documents, emails, or memory, reducing context-switching and accelerating ticket resolution. Ensure compliance: Admins can define company-approved task list templates that enforce consistent adherence to HR, IT, and CX procedures. Maintain quality control: Standardized processes like onboarding, offboarding, and change management are applied uniformly, reducing errors and ensuring policy alignment. Provide visibility: Tasks give both agents and admins a clear, audi

We're thrilled to share an opportunity for Zendesk customers to join our Automation Potential Early Access Program (EAP). This program helps you tap into the power of automation by providing data-driven insights that guide you in setting up and optimizing the AI agents already included in your Zendesk plan.  What is Automation Potential?Automation Potential helps your business uncover high-impact automation opportunities and turn them into results right away. With this report, you can: Start automating in minutes with clear guidance on where to begin with AI agents – backed by your own ticket data, not guesswork Drive more automated resolutions with actionable recommendations that highlight high-impact gaps and instantly help you address them Prioritize automations with the biggest business impact, backed by projected time and cost saving T

Hi everyone! The Community team wishes you a happy, growth-filled New Year! We hope 2026 is off to an inspired, motivated start. Here’s what’s happening across the Community next week to help you kick off the year strong. Build smarter workflows with Zendesk Action Builder🗓️January, 21st ⏱️09:00 am CST📍Virtual event - Registration Link &nb

 Hi everyone! We hope you’re enjoying an amazing holiday season! 🎄It may feel like we’re already heading into 2026, but we still have some exciting events planned to help you  finish the year on a high note.Here is what’s happening across the Community next week!  Zendesk QA: Supercharge QA with AI features🗓️December, 17th ⏱️09:00 am CST📍Virtual event - Registration Link  The Zendesk QA team wil

Hi dear Community — happy December! ☃️ The holidays are here, and so are some great events to keep you inspired and connected as the year wraps up. Whether you’re deep in workflows, leading your team, we’ve got something for everyone. Take a look at what’s coming up: 📖 Public Sector User Group: AI Agents & Action Builder Demo with Dr. H. Coy🗓️ Dec 2, 1:00 – 2:00 PM (CST)Join Helen Coy, Senior Services Consultant at Zendesk, to learn how Zendesk tools can help improve efficiency and customer interactions specifically for the Public Sector. If you’re an Admin or Ops pro, you’ll appreciate the practical tips Helen shares.🔗 Register Here  🆕 Wha

Hello dear Community! We’re here to spark your interest with this week’s upcoming agenda. As always, our Community has something for everyone! Join us for the final episode of the Deep Dive: AI Summit Series on Contact Center, the Public User Group event featuring AI Agents and Action Builder with Senior Services Consultant Helen Coy, and our ongoing WEM training sessions to help you get the most out of WFM and QA. AGENDA USER GROUPS  Public Sector User Group presents: AI Agents & Action Builder Demo with Dr. Helen CoyJoin the Zendesk Public Sector User Group this Friday for a Community Event hosted by Dr. H. Coy. You’ll get a live demo of Zendesk AI Agents and Action Builder and see how they support the unique needs of public sector teams.🗓️ Friday, November 14th

Hello Zendesk community 🍁 Our Fall Product Spotlight series is here! Featuring nine new demos that showcase how the Zendesk Resolution Platform connects every part of the service experience to drive faster, more reliable resolutions.Here’s what’s new this season: Action Builder – Connect and automate workflows across systems App Builder – Create custom apps without code Auto Assist Instructions – Support agents with step-by-step guidance Voice QA – Analyze calls for sentiment and quality Copilot for Voice – Give agents AI-powered guidance during calls Service Catalog – A central hub for employee requests Real-Time Monitoring – Track performance as it happens Real-time QA – Improve

Product insight exchange on Agent Home🗓️November, 5 ⏱️11:00 am CST📍Virtual event - Registration Link About the event:Join the Zendesk team for a 60-minute live session to learn about the latest updates to Agent Home and provide your feedback directly to the product team. This event offers a preview of how Agent Home is evolving to enhance productivity, especially with AI and Messaging features. Participants will gain insights into how Agent Home optimizes workload management, discover Zendesk’s future plans for improving these workflows, and have the opportunity to engage

Hello everyone! Check out our upcoming events and don’t miss the chance to connect with peers and learn from experts. We’ve got great sessions lined up just for you!  User Group EventsThese are perfect for casual, helpful conversations with peers. Leaders often invite guest speakers to ensure everyone's questions are answered. Upcoming AgendaAI User Group presents: Improving AI Search in Your Knowledge Base🗓️ Thursday, November 6th  RSVP Link  Canada User Group presents: Unlocking the Power o

Hi there Zendesk community! Happy Monday! We’re thrilled to bring you a lineup of upcoming community events you won’t want to miss.  WFM and QA Training Zendesk WFM: Essentials of schedule management🗓️  Oct, 29 ⏱️  9am CDT📍Virtual event - Registration LinkAbout the event:Learn how to set up and integrate Al features within Zendesk QA, ways Al can improve efficiency and accuracy in your QA reviews, and to leverage Al to boost customer satisfaction and streamline workflows. Zendesk QA: Supercharge QA with A