Zendesk has made clear its commitment to becoming an AI-first customer experience platform, and the roadmap for late 2025 reflects just that. The focus is on expanding automation, improving knowledge access, and giving businesses more control over how AI is deployed. Here’s a rundown of what’s coming in Q3.
AI Agents for Email
Coming in Q3 2025, Zendesk is launching AI Agents specifically for the email channel. These agents will read and fully respond to customer emails with complete, brand-aligned replies, not just article suggestions. With configurable “Instructions for AI Agents,” companies can ensure the AI adheres to tone, language, and policy. Zendesk anticipates this will automate more than 50% of email interactions.
Expanded Knowledge Sources
AI agents will be able to tap multiple content sources such as your website or internal docs, not only your help center. If the information exists elsewhere in your ecosystem, the AI can use it to resolve queries.
Intelligent Use Case Suggestions
Zendesk will analyze incoming ticket trends and suggest areas that are ripe for automation, identifying high-volume topics like order status or password reset and prompting bot flows or self-service content.
Generative Content with Knowledge Builder
Knowledge Builder uses generative AI to create help articles in minutes from existing documentation or tickets. Zendesk is also developing instant article translations for multilingual support.
Real-Time Monitoring and Natural Language Reporting
Expect AI-powered dashboards and NLQ reporting. Managers can ask questions such as “Which macros have the lowest usage?” or “Where are we seeing the most handoffs from bot to human?” and get instant insights.
Custom QA and AI Governance
Custom QA lets teams define evaluation criteria for AI interactions, like tone checks or upsell detection. Governance features such as redaction, brand tone enforcement, and data masking support compliance.
General Release of Early Access Features
No-code builders for actions and apps, advanced approval workflows, and enhanced data masking are expected to reach GA by late 2025, broadening access to automation and AI customization.
The Bottom Line
Zendesk’s AI roadmap centers on deeper automation, smarter self-service, and tighter control, moving the platform toward an intelligent resolution engine that delivers fast, personalized service across channels.
