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Resolution Platform Features

Resolution platform tools designed for service

The Resolution Platform transforms siloed processes into automated, tailored interactions at every touchpoint. Streamline workflows, enhance agent productivity, and boost satisfaction while maintaining trust and resolution quality.

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Zendesk Agents

Zendesk’s cutting-edge Agentic AI powers the agent experience, bringing billions of service datapoints together under the Resolution Platform so human and AI agents can work together towards on shared goal: resolutions.

Automate +80% of your resolutions

From digital to voice support, Zendesk has an AI Agent for every service role, ready to solve the most nuanced questions with minimal setup and total control.

Deliver 3x productivity gains

Guide agents through tickets, insights, and actions with the only proactive AI Copilot designed to help teams drive faster, smarter resolutions.

Transform operations, instantly

Take the guess work out of data analysis with powerful AI insights that help service teams swiftly identify trends, refine workflows, and elevate agent performance.

Knowledge Graph

Knowledge and data is the foundation of the Resolution Platform. By unifying your service knowledge in a single, easy-to-access knowledge graph, your AI and human agents have all the data they need to deliver prompt solutions.

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Connect your data ecosystem

Give your AI and human agents a strong foundation by centralizing knowledge from your tickets, help centers, and third-party systems in a single, organized workspace.

Gain a complete service view

Uplevel conversations with user profiles that give agents the service, conversation, sentiment, and business data they need to troubleshoot — all in one place.

Deliver instant knowledge

Harness the power of AI to generate ready-to use articles, and give customers and employees immediate, relevant answers.

Actions & integrations

Design, connect, and automate AI and human agent workflows across the applications your business uses most, regardless of complexity and coding ability.

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Empower admins with no-code tools

Expedite resolutions with business rules preconfigured over service best practices, or orchestrate complex, multi-system workflows from a no-code flow builder.

Integrate your service journey

Tailor the service journey for agents, customers, and employees with custom applications built with AI, SDKs, or Zendesk’s flexible app framework.

Create bespoke experiences

Extend and customize Zendesk the way you prefer with a comprehensive set of APIs, webhooks, connectors, and integration services.

Measurements & insights

Zendesk data works around the clock so you don’t have to, gathering information from across your business to create a unified customer and employee view. With powerful insights under the hood, you can keep service running smoothly while reducing costs and boosting service satisfaction.

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Get a unified view of service data

With built in datasets and powerful integrations, you get cross-system visibility into workflows like order history, loyalty status, and web activity.

Tailor insights to your business

Zendesk gives you the tools to shape the platform around your business—using custom objects, custom fields, and custom reporting. Sensing a theme? It’s all about giving you the flexibility to track what matters most and manage your data, without added complexity or workarounds.

Transform insights to action

Analyze all your data in one unified reporting hub, use prebuilt dashboards, or create custom reports to turn numbers into insights. Take action to streamline workflows, reduce average handle time, and deliver more personalized, satisfying service experiences.

Governance & control

Security and privacy sit at the core of the Resolution Platform, helping you to strengthen trust and meet compliance requirements as you grow. With Advanced Data Privacy and Protection, you can unlock even greater data controls with tools designed to stay ahead of evolving compliance needs.

Protect service data with confidence

With built-in encryption and flexible data hosting options worldwide, Zendesk keeps your sensitive information safe and compliant—wherever your business operates.

Minimize exposure, maximize governance

Stay audit-ready with data protection tools backed by industry-leading certifications. Support compliance by automating data deletion and redacting sensitive data, so you minimize exposure as you grow.

Take total control of your service

Confidently scale knowing you’re in full control. Granular permissions and thorough audit logs make it easy to enforce policies and track changes, while Zendesk QA helps you monitor and improve your AI for optimal service quality.

Powered by Zendesk AI

The Resolution Platform is trained on over 18 billion service datapoints, grounding your experience in AI models, frameworks, and architecture built entirely for service.

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