What is Unleash?
Zendesk is an AI-first service platform built to help businesses resolve customer and employee issues from start to finish—not just deflect them. Unlike traditional help desks that simply track tickets, Zendesk uses self-improving AI agents that learn from every interaction to deliver faster, more accurate resolutions across email, chat, phone, social media, and more. Whether you're a startup or a global enterprise, Zendesk scales with you while reducing manual work and boosting satisfaction.
With features like autonomous AI agents, proactive Copilot assistance, and unified workflows for both customer and employee service, Zendesk turns support into a strategic advantage. Real companies report up to 92% one-touch resolution rates, 49% fewer new tickets year-over-year, and CSAT scores as high as 96%—proving that smart automation doesn’t replace humans, it empowers them.
What are the features of Unleash?
- AI Agents: Resolve complex customer and employee requests autonomously on any channel, improving with every interaction through the Zendesk Resolution Learning Loop™.
- Copilot: A proactive AI assistant that helps agents, admins, knowledge managers, and analysts work smarter by suggesting replies, summarizing conversations, and surfacing insights in real time.
- Zendesk Resolution Platform: A unified system combining ticketing, knowledge base, voice, analytics, and AI into one intelligent workspace for end-to-end issue resolution.
- Employee Service: Deliver instant, secure internal support for HR, IT, and shared services with AI-native workflows tailored to your workforce.
- Contact Centre: Replace fragmented legacy systems with an AI-powered contact centre that handles voice and digital channels seamlessly, eliminating hold times and scripts.
- Quality Assurance: Automatically score 100% of AI and human interactions to ensure accuracy, compliance, and brand consistency.
- Marketplace & Integrations: Connect with 1,800+ apps and partners to extend functionality without heavy development work.
What are the use cases of Unleash?
- A retail brand uses AI agents to handle post-purchase inquiries (like returns and tracking) via chat and email, freeing live agents for high-value sales conversations.
- An IT team deploys Employee Service to instantly resolve password resets, software access requests, and device issues—cutting internal ticket volume by nearly half.
- A financial services company leverages Zendesk’s secure, compliant AI to answer account-related questions while maintaining strict data governance and audit trails.
- A university provides 24/7 student support through a knowledge-connected AI agent that answers FAQs about enrollment, deadlines, and campus resources.
- A telecom provider modernizes its call center with voice AI that authenticates callers and resolves billing issues naturally—reducing average handling time by 15%.
- A SaaS startup scales support during rapid growth using AI agents that launch in minutes (no coding needed) and absorb ticket spikes without hiring more staff.
How to use Unleash?
- Sign up for the 14-day free trial using your work email—no credit card required—to instantly connect existing customer emails and apps.
- Import or create a knowledge base so AI agents have accurate, up-to-date information to resolve issues.
- Enable AI agents for common workflows (e.g., password resets, order status checks) and let them learn from real interactions over time.
- Invite team members and assign roles—agents can start using Copilot suggestions right away to speed up responses.
- Monitor performance via built-in reporting and QA dashboards to refine AI behavior and improve resolution quality.
- Explore the Marketplace to integrate tools like Slack, Salesforce, or Microsoft Teams for a seamless support ecosystem.
