- Introduction: Getting started with Zendesk Suite
- Part 1: Accessing Zendesk Suite admin settings
- Part 2: Adding team members
- Part 3: Understanding how end user accounts are handled
- Part 4: Managing user access security and authentication
- Part 5: Adding support channels
- Part 6: Routing incoming support requests
- Part 7: Managing support requests during non-business hours
- Part 8: Guaranteeing customer support expectations with service level agreements
- Part 9: Reporting on support activity
- Part 10: Enabling customer satisfaction ratings
- Part 11: Leveraging AI features with Zendesk
- Part 12: Using the Zendesk developer platform to extend your support solution
- Part 13: Rolling out your Zendesk Suite support solution
- Part 14: Additional features
Articles in the series
Now that you’ve set up the essentials, supercharge your use of the Zendesk Suite with AI-powered tools that enhance every part of your customer service experience. Decrease time to resolution, boost agent productivity, take your knowledge base to the next level, and provide 24/7 service with AI agents that understand your customers’ needs.
To help you meet your business needs, Zendesk offers two levels of AI functionality:
- Zendesk AI, included with Suite plans, with specific features varying by plan level
- Zendesk Copilot, available as an add-on for Suite and Support Professional and above plans
Get the most out of the Zendesk Suite by using all the AI features together to unlock the benefits below. For more information, see Getting started with Zendesk AI and Copilot.
Empower agents and improve efficiency
Your agents have a lot on their plates these days. Give them the tools they need to succeed right out of the gate with a roundup of AI-derived intelligence, such as a ticket summary and user sentiment, in an easily accessible side panel.
Connect them with your help center to give them the answers they need to answer customer questions without having to leave their workspace. And give them the right words to use when answering customer questions, helping your customers enjoy a consistent experience no matter which agent they’re connected with.
You can save them time in other ways, too. Proactively suggest tickets they can merge together to solve multiple customer requests at once. Or for agents who take calls, give them tools that automatically transcribe and summarize the content of the call they just finished, saving them precious wrap-up time.
Route tickets and provide faster service
Generally speaking, the faster service you provide, the happier your customers will be. Use Zendesk’s AI features to quickly route tickets to the right agents the first time, saving an average of 45 seconds per ticket compared to manual triage. Even better, deflect easily answered tickets altogether with recommended articles from your knowledge base, giving your agents time to focus on more complex customer interactions.
Plus, supply agents with the right words to address commonly asked customer questions quickly. You can even give them a helping hand with just-in-time internal guidance about how to handle tricky tickets.
Strengthen your knowledge base and deliver answers
Up-to-date knowledge is key to any successful customer service experience. Help your agents deliver the right answers based on content you’ve already created in your help center.
Create new content quickly and easily with AI tools that help you expand on points, choose the right tone, and simplify word choice. Then build on that content by identifying gaps and other opportunities for improvement that help you provide a better experience for your self-serve customers.
Finally, help customers and agents find the content they need with semantic search that intuitively understands what they’re looking for.
Provide 24/7 service and build smarter AI agents
When your customers span the globe, every hour of the day is an opportunity to provide great customer service. Zendesk AI agents let you do just that. Provide 24/7 service with conversation bots that guide your customers to the right solutions without agent intervention.
Go further with AI agents that help you personalize service and understand customer needs at a deeper level, all without needing to increase your agent headcount. Plus, build these bots quickly and fill knowledge gaps with AI-powered intents that help take the guesswork out of bot building.
For more information, see Getting started with Zendesk AI and Copilot.
Continue to Part 12: Using the Zendesk developer platform to extend your support solution.
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