Zendesk is an enterprise customer service platform that combines ticketing, omnichannel support, and AI agents. Its AI layer, Zendesk AI, is built on billions of customer-service data points and includes agent-assist tools (generative search, ticket summaries, writing help, intelligent triage) plus AI agents that resolve customer interactions across messaging, email, and voice. The platform has shifted to “agentic AI” as the default, where agents reason through written procedures rather than rigid flow builders, and can take actions like checking an order in Shopify or creating a Jira issue. A separate Copilot add-on provides more proactive AI assistance.