Advanced AI that instantly understands common customer issues, routes tickets, and gives your teams actionable insights and suggestions. It comes with AI-powered tools to optimize your service workflows, empower agents to solve issues faster, and easily scale your knowledge base.

Intelligent triage

Macro insights for admins

Generative AI tools for knowledge

Actionable insights and suggestions

Advanced AI is available at the Professional and higher plan levels.

Generative AI tools for agents

Advanced AI is available at the Professional and higher plan levels.

For organizations managing teams in Zendesk, Workforce Management (WFM) is the ideal scheduling solution to meet AI-forecasted needs and to provide comprehensive historical and real-time reporting into team performance and capacity.

AI-powered forecasting

Real-time agent activity tracking

Agent schedule views

Automatic agent scheduling

Agent performance reporting.

Available for all Zendesk plans.

Automatically analyze 100% of conversations across agents, BPOs, channels, and languages. AI detects issues, knowledge gaps and coaching opportunities to improve service.

AutoQA 100% coverage

Agent feedback and coaching

Spotlight AI insight filters

Automatic agent scheduling

Track performance trends

Available for all Cynergie plans.

Support your compliance and security policy obligations with an extra layer of protection and privacy above and beyond the trusted experience we deliver to every customer.

Access log

Advanced data retention policies

Spotlight AI insight filters

Data maskings

Advanced redaction

Available for all Cynergie plans.