The road to Zendesk Relate and the latest on Zendesk AI | SMB User Group webinar

Zendesk changes fast — and May 2026 was no exception.

In this SMB User Group session, Brandon Tidd breaks down what's new and what it means for small businesses: The relaunched Zendesk Community, the incoming Spark rewards program, a major AI Agents packaging change rolling out across all suite plans, the new unified navigation, a security update admins need to know about, and AI-powered reporting in Analytics.

Practical, no-fluff, and built for SMB teams who don't have time to waste. Learn more: https://zdsk.co/4vqpwjX

Timestamps:

0:00 Welcome & intro

1:27 What these user groups are (and how Brandon got here)

4:54 The new Zendesk Community — what changed

6:22 Introducing Zendesk Spark (new rewards program)

8:36 CX Trends: what the data says about AI for SMBs

10:51 AI Agents Essential vs. Advanced explained

14:32 Big news: Advanced AI moving into all suite plans

17:33 Unified navigation update

19:13 Security update: verified users are now default

21:32 AI-powered reporting in Analytics (HyperArc)

22:33 Zendesk Relate 2026

25:13 Action items for this quarter

27:47 Relate app, community happy hour & connecting at the event

30:38 Q&A

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.

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