Build the future of AI-first service
Freshworks’ May launch delivers the innovations and the playbook to deliver AI-powered service transformation.
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
Procedure recommendations: Get AI-generated procedures based on your ticket data | What's New
Set up and improve auto assist faster with AI-generated procedure recommendations. Each week, AI analyzes your ticket data, top intents, and knowledge content to generate draft procedures grounded in your most common support issues. Review, edit, and publish these drafts in Knowledge admin—then monitor acceptance rates and usage to continuously refine performance. 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.
Knowledge-centred service (KCS): A guide to smarter support
Knowledge-centred service is a methodology where knowledge is continuously created and updated as part of resolving customer interactions. This knowledge management process improves customer service and organizational productivity.
AI is only as smart as the context behind it
A conversation with Freshworks VP of product management Jason Aloia.
What's New in OneDesk May 2026
The May 2026 release of OneDesk is now live! Here’s what this release introduces.
How Freshworks runs HR like a service organization
Freshworks Chief People Officer Johanna Jackman on bringing HR onto Freshservice to streamline operations, improve employee experience, and unlock higher-impact work.
Ticket Deflection: Why it Matters and Strategies
Imagine a typical morning for your support lead. A customer, let’s call him John, forgot how to update his billing information. John goes to your website, finds your support email, and sends a message. That email enters your help desk as a ticket. Your agent, Sarah, sees the notification, opens the ticket, identifies the issue, and manually types out the same three-step process she has explained twelve times already today. She hits send, and John finally gets his answer.
Employee leave management automation: automate leave requests
Managing employee leave may seem straightforward at first—but as organizations grow, the process quickly becomes complex and inefficient. A single leave request often passes through multiple touchpoints: employees submit requests, managers review them, HR validates policies, and payroll teams ensure accurate updates. This multi-step employee leave workflow relies heavily on manual coordination, which creates bottlenecks at every stage.
Pre-approved actions: Let auto assist execute approved steps automatically | What's New
Save agents time by letting auto assist execute selected actions automatically. With pre-approved actions, admins can mark specific custom actions or action flows to run without requiring agent approval. When auto assist determines the right step, it executes it instantly—helping agents move faster while maintaining administrative control over what can run automatically. 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.
AI customer experience: Boosting personalization and efficiency
Use artificial intelligence to enhance the customer experience at every stage of the buyer’s journey.