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If you’ve spent any meaningful time inside Zendesk, you already know this: the product is powerful, flexible, and constantly evolving. And while that evolution is necessary, it also comes with a cost. Change is hard. Not in the abstract, philosop… Read more Change Is Hard (Especially When It’s Your UI)

If you’re running support operations on Zendesk, you likely know that the platform has been on a tear building out AI features over the last couple of years. Between smarter bots, agent copilot tools, and tighter workflows, the pace has been relentless… Read more Why Zendesk Turning On AI Agent Tickets by Default Matters (Really)

Every year, Zendesk releases its CX Trends report and every year I tell myself I know what to expect. Then I open it, start reading, and quickly realize the landscape has shifted again. This year is different in all the right ways. Customer experience … Read more CX in 2026: Why Context Is the New Competitive Edge

Walk through any tech conference or scroll your LinkedIn feed, and you’ll notice a theme: everything is AI now. It is the phrase glued to every product launch, every demo, every marketing pitch. But here is the truth most businesses quietly realize onc… Read more When In-House Al Systems Make More Sense… and When They Don’t

Back in Vegas again—and once more, Zendesk didn’t disappoint. Relate 2025 brought together the best and brightest in customer experience (CX) for a few unforgettable days of innovation, networking, and honest conversations. Whether you came for the key… Read more Zendesk Relate 2025 Recap: From Vegas to the Future of CX

If you’ve been with Zendesk for a while, you know that reporting has always been an area of growth and change. From the days of GoodData’s Insights tool to the launch of Zendesk Explore in 2018, analytics have evolved significantly. Now, Zendesk … Read more The Evolution of Zendesk Explore: What You Need to Know

Earlier this month, I had the privilege of attending Zendesk’s annual kickoff event in Las Vegas—a gathering of innovators, strategists, and customer experience (CX) enthusiasts from across the globe. This three-day event isn’t just about fancy present… Read more Zendesk Kickoff 2025: It Takes a Village, and This Is the Year for AI

How AI is Shaping the Future of Customer Experience The 2025 Zendesk CX Trends Report is here, and it paints a fascinating picture of the rapidly evolving customer experience (CX) landscape. With insights from over 10,000 respondents across 22 countrie… Read more Zendesk CX Trends 2025

Last week, Zendesk held its inaugural AI Summit in New York, and there was nothing artificial about the intelligence that gathered in attendance.  There’s something about being in the room—surrounded by brilliant minds, fellow tech enthusiasts, an… Read more Live From New York – The Zendesk AI Summit

They say what happens in Vegas stays in Vegas, but when it comes to Zendesk’s assortment of new AI-infused features, what started in Vegas will be coming to an instance near you in the very near future.  We sent our Lead Zendesk Architect, Brandon Tidd… Read more Zendesk Relate Recap – 2024

Change can be challenging.  And if you’re a Zendesk Administrator, you’ve most likely been mentally preparing for one of the biggest behind-the-scenes changes Zendesk has made since the launch of Agent Workspace last year.  Starting at the be… Read more Meet Your New Zendesk Admin Center

Zendesk Sell is a game-changing sales CRM platform that was built with sales teams in mind. It’s easy to navigate and offers intuitive tools that keep your reps running at optimal conditions. But what happens when a lead or a customer has a question th… Read more Giving Sales A Little Support

We’ve all been there… Trying to find the answer to a question in the middle of the night. But that friendly voice on the other end of the call is a recording, and he’s cheerfully informing you that the customer service department is closed for th… Read more Stand Out Customer Self Service