Design custom AI agents for the way your business works
Every business has workflows, unique policies, and exceptions only it knows. Custom Agents take on that complex work behind every resolution. Simply describe how and where they should work, and they'll work with your team to get the job done.
Describe what your custom agent should do in natural language, connect the knowledge and systems it needs, then test, launch, and improve it over time, all within Zendesk.
CUSTOM AGENTS
Meet the agents behind your resolutions
Evaluates refund exceptions against your policies and customer context, then decides whether to approve, route, or take the next step across your systems.
Extracts a serial number from a customer’s image, checks product and warranty details across systems, validates coverage, then approves or routes the claim.
Continuously monitors incoming tickets for recurring issues, spots emerging bugs, and triggers the right follow-up actions across systems.
Proactively scans open tickets, detects risk and urgency, gathers context, routes high-impact issues to the right team and alerts them to act.
ZENDESK AI
Put AI to work for service
Custom Agents put AI to work on your specialized workflows. See how Zendesk AI brings intelligence across your entire service operation to empower teams, achieve resolutions, and continuously improve.
Custom Agents are AI-powered specialists designed to handle complex work behind the scenes of service. They can reason through business-specific workflows, policies, and exceptions, use approved knowledge and tools, and take action across connected systems to help move requests toward resolution.
Agent Builder is Zendesk’s no-code experience for building and managing Custom Agents. Describe your agent’s job in natural language, give it access to the knowledge and systems it needs, then test, launch, and improve it over time.
Use Custom Agents for complex work that requires reasoning, business context, or decisions without a fixed path. They can navigate policies, exceptions, and actions across systems.
Custom Agents work behind the scenes as specialists your AI and human agents can call on, using business context and systems to help move complex work toward resolution.
AI Agents and Copilot can call on Custom Agents for complex tasks, while Action Builder connects them with deterministic workflows and actions.
Yes. Agent Builder lets teams evaluate how a Custom Agent reasons and acts before it goes live, with controls and governance to support a confident launch.
Custom AI agents can connect to the knowledge, data, workflows, and business systems they need to complete approved tasks. Available integrations and actions depend on the agent’s configuration, permissions, and supported Zendesk capabilities.
Custom AI agents can be configured with approved knowledge, permissions, tools, and escalation rules so they operate within defined business boundaries. Teams can test and monitor agent behavior before and after launch.
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