Zendesk bought Ultimate. Here's what the ultimate Zendesk platform means for your support team in 2026
Kenneth Pangan
Katelin Teen
Last edited January 12, 2026
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On March 13, 2024, Zendesk announced it was buying Ultimate, a big name in AI service automation. This was a pivotal moment in the customer experience (CX) world. It’s a clear sign that the major players are going all-in on "AI agents," moving past simple chatbots to handle a much bigger chunk of support work.
Zendesk’s goal is to build a complete AI package. They're aiming for AI agents that can think, act, and solve tricky problems on their own, not just spit out pre-written responses.
If you run a support team, this news is exciting. It shows that AI is becoming more powerful and integrated than ever. For those looking to implement these tools in 2026, it’s helpful to understand how these systems work and how they can best fit into your strategy. This article will look at what the new Ultimate Zendesk platform means for you and your team.
What’s under the hood of the new Ultimate Zendesk AI platform?
By combining their powers, Zendesk and Ultimate have created a single, massive platform for AI-driven customer service. The whole thing is built on a couple of core promises that are shaping where the industry is headed in 2026.
Better AI agents and more automation
The big promise here is the advanced AI agents. Zendesk says the new setup will let them automate up to 80% of support requests. These are highly intelligent agents running on what’s called "agentic AI," which means they’re designed to be proactive problem-solvers.
What that means for you is an AI that can handle more complex situations, adapt to how a conversation is going, and solve problems faster and with a more personal touch. To manage all this, the platform gives you a professional no-code tool to build out conversation flows, giving your team control over how the AI deals with specific scenarios.
Connects directly to your other systems
Another major selling point of the Ultimate Zendesk platform is its ability to plug into your backend systems. This is a significant advantage. An AI agent that can do more than just answer FAQs is incredibly useful. If it can check an order status, process a refund, or update a user’s account info, it can handle an entire issue from start to finish within the Zendesk ecosystem.
This kind of end-to-end automation is a gold standard for support teams. The platform also comes with a bunch of analytics and reporting tools to keep an eye on how the AI is doing, so you can track resolution rates and see where you can make improvements.
Considerations for the Ultimate Zendesk model
While the vision is impressive, implementing an enterprise-grade, all-in-one system like this involves some specific considerations. To get the best results, it's worth understanding the preparation required to make the most of the platform.
Maximizing the intelligence of your knowledge base
Like most built-in helpdesk AIs, the Ultimate Zendesk agent works best with a well-maintained knowledge base. The AI pulls its answers from your documentation, so having a centralized source of truth is beneficial.
This focus on a curated knowledge base ensures that the AI provides high-quality, verified answers. For many companies, this provides an excellent reason to streamline internal documentation across Google Docs, Confluence pages, and other sources to ensure the support team and the AI are always on the same page.
Investing time for powerful results
Powerful tools are designed for professional use. The Ultimate dialogue builder offers deep capabilities, which means there is a learning curve for those who want to master it. It’s a system designed to handle complex workflows with precision.
Getting it running at peak performance involves dedicated time for configuration and team training. For support teams that prioritize having a highly customized and robust automation system, this investment in setup ensures the tool is perfectly tailored to their needs.
Understanding the pay-per-resolution model
Zendesk's AI pricing is based on "automated resolutions" (AR), which they explain in their AI Agents FAQ. This model is designed to be performance-based, meaning you pay for the outcomes the AI achieves.
This alignment between cost and success means that as your AI resolves more tickets, you are seeing a direct return on your investment. It allows teams to scale their support capacity alongside their growth.
The strength of the Zendesk ecosystem
Zendesk is the industry leader for a reason. When you build your AI automation strategy within their platform, you are leveraging a stable, trusted, and world-class ecosystem.
By centralizing your tools within Zendesk, you benefit from a unified interface and seamless data flow. This integration is ideal for teams that want a single, powerful platform to manage all aspects of their customer service without having to jump between different tools.
eesel AI: A complementary option for flexibility
While the Ultimate Zendesk model is a powerhouse, some teams look for complementary tools that offer different types of flexibility. eesel AI is one such option that works alongside your existing tools to provide additional agility.
Quick implementation
eesel AI is designed to be a self-serve option for teams that want to experiment with AI quickly. You can connect your helpdesk (like Zendesk or Freshdesk), add your knowledge sources, and launch an AI agent in a very short amount of time.
This one-click integration makes it a handy addition for teams that want to add a layer of AI to their current workflow with minimal technical setup.
Training on multiple knowledge sources
eesel AI offers a different approach to knowledge by connecting to various scattered information sources. It can learn from past tickets, macros, Google Docs, Confluence, Notion, and more.
It complements your Zendesk setup by pulling in context from wherever your team stores information, providing another way to ensure your AI has the context it needs to help customers effectively.
Simulation mode for testing
For teams that want to test their AI before going live, eesel AI provides a simulation mode. This allows you to see how the AI might have answered past tickets, providing a safe environment to tweak responses.
This can be a great way to refine your automation strategy before fully deploying it within your main support channels, ensuring you have full confidence in the responses being generated.
Predictable, tiered pricing
eesel AI offers a tiered pricing model that some teams find easy to budget for. There are no fees for every resolution it handles, providing a stable cost structure that remains consistent regardless of ticket volume.
A quick comparison of Ultimate Zendesk and eesel AI
Here’s a look at how these two options can fit into your support strategy in 2026.
| Feature | Ultimate Zendesk | eesel AI |
|---|---|---|
| Setup time | Detailed and thorough; ensures enterprise-grade quality. | Fast and self-serve; ideal for quick deployments. |
| Knowledge sources | Centered on a curated, high-quality knowledge base. | Connects to multiple sources like Confluence and Google Docs. |
| Pricing model | Pay-per-resolution; costs are tied to successful outcomes. | Predictable, tiered plans without per-resolution charges. |
| Implementation | Deeply integrated into the Zendesk ecosystem. | A flexible layer that plugs into your existing tools. |
| Testing | Professional deployment with robust monitoring. | Simulation mode allows for testing against historical data. |
| Flexibility | A powerful, unified experience within Zendesk. | Works with Zendesk, Freshdesk, and more. |
The future of support automation is about choice
The Ultimate Zendesk acquisition confirms that AI agents are the future of customer support in 2026. Zendesk has built an impressive, industry-leading platform that sets the standard for what's possible in service automation.
Whether you choose to go all-in with the Zendesk ecosystem or add complementary tools like eesel AI to your stack, the goal is the same: providing better customer experiences. The best approach is the one that fits your team's specific needs, leveraging the incredible power of modern AI.
Ready to see how an AI support agent can work with your setup? Start your free eesel AI trial today and go live in minutes.
Frequently asked questions
Because it is a robust, enterprise-grade solution, the setup time is designed to be thorough. This ensures that every automation is perfectly aligned with your business processes, often involving a detailed configuration phase to guarantee long-term success.
The pay-per-resolution model is designed to align costs with the value delivered. It ensures you are investing in successful outcomes, making the AI's performance a direct contributor to your team's efficiency and ROI.
The AI is highly effective when paired with a comprehensive knowledge base. This is a great opportunity for teams to centralize and refine their support content, ensuring the AI has access to the most accurate, high-quality information to help customers.
Committing to the Zendesk ecosystem provides deep integration and a unified workspace. This creates a stable, powerful environment where your helpdesk and AI automation work in perfect harmony, simplifying management and scaling.
The platform offers a powerful, professional-grade dialogue builder. While it provides advanced capabilities that may require some focused training, this ensures your team has the tools needed to build sophisticated and highly effective support workflows.
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Article by
Kenneth Pangan
Writer and marketer for over ten years, Kenneth Pangan splits his time between history, politics, and art with plenty of interruptions from his dogs demanding attention.
