Teams | Collaboration | Customer Service | Project Management

Every business has support issues that don’t fit neatly into prebuilt categories. Custom intent categories let admins define intents, categories, and subcategories that reflect their unique support needs. By customizing how tickets are classified, intelligent triage can more accurately predict what incoming requests are about—helping teams organize work and route tickets more effectively. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Imagine adding your newborn to a dental plan… and almost missing the deadline. In this video, you’ll see a real HR AI Agent use case where an AI chatbot ensures newborn dental enrollment is completed on time without manual errors, missed deadlines, or back-and-forth with HR. This is not just a chatbot. This is how modern AI Agents for HR handle critical life-event workflows with precision.

In this episode of The Modern Tech POV, Dennis Woodside, CEO at Freshworks, sits down with Dan Keyworth, Executive Director of Performance Technology and Systems at McLaren Racing, the reigning Formula One Constructors' Champions. McLaren runs one of the most demanding technology operations in the world. 26 race weekends a year. A new network built from scratch at every circuit. 100,000 telemetry parameters per second. And zero margin for error.

Imagine applying for parental leave… and getting everything done in just one chat. In this video, you’ll see a real HR AI agent use case where an AI chatbot handles the entire parental leave process from policy explanation to leave application, HR notification, and even scheduling a return-to-work meeting. This isn’t just automation. This is what modern AI agents can do for HR teams today. What You’ll See in This Video.

This month, we’re focused on making the Zendesk Resolution Platform more flexible and easier to manage. From the shift toward AI-powered "agentic" workflows to enhanced governance controls, these updates are designed to help your team deploy automation faster while maintaining a high standard of service quality.