Zendesk AI agents: How they work, key considerations, and options in 2026

If you're in customer support, you've probably noticed every platform is in a full-blown AI arms race. Zendesk is leading the way, expanding its capabilities and integrating industry-leading companies like Ultimate.ai to set the pace for the industry.

Plenty of teams use Zendesk as the central hub of their workflow. If you're looking to scale your operations, you're in the right place. We’re going to take a look at Zendesk AI agents, how they work, how to get the most out of them in 2026, and how complementary tools can provide an even smoother path to total automation.

What is Zendesk AI?

First off, "Zendesk AI" is a comprehensive suite of tools. It's a bundle of features, ranging from native developments to world-class acquisitions, all integrated into their industry-leading help desk software. Here’s what you're working with.

AI agents for handling conversations

This is Zendesk's chatbot tool. It’s built to efficiently manage common, repetitive questions that come in through messaging, email, or your web contact form. It uses generative AI to facilitate conversations, and can seamlessly hand the ticket over to a human agent when needed. Zendesk offers tiered options, with the "Advanced" plans providing additional flexibility for custom conversation flows and external system connections.

Agent copilot to help your human team

This is the AI assistant that sits inside your agent's workspace. The goal is to empower your team by assisting them with their daily tasks. It can suggest replies based on past interactions, summarize long customer emails for quick context, and refine the tone of messages. It acts as a helpful sidekick that provides smart recommendations your team can use to provide better service.

A look at best practices for Zendesk AI

The feature list for Zendesk AI is impressive. To get the most value out of the platform, it helps to understand the setup process and how to optimize your knowledge base.

Setting up your Zendesk AI environment

Getting Zendesk AI running is a comprehensive process. To access the full suite of tools, teams typically choose a Zendesk Suite plan and include the "Advanced AI" add-on. Because the platform is so robust and offers so many configuration options, some teams find it beneficial to work with a Zendesk partner or reseller to tailor the setup to their specific business needs.

Maximizing results with a strong help center

The effectiveness of Zendesk's AI is enhanced when you have an organized and comprehensive Zendesk knowledge base. The system is optimized to pull information directly from your help articles. While the platform is primarily designed to leverage its own ecosystem, teams can maximize its potential by ensuring their primary documentation is up-to-date and thorough.

Understanding the performance-based pricing model

Zendesk’s AI pricing structure is designed to align with the value provided. First, there is a fixed fee per agent for Copilot features. Then, there is a performance-based charge for tickets that the AI successfully resolves. This pay-per-resolution model ensures that your investment is directly tied to the automated outcomes the system delivers.

Cost Component	Price	What it Covers	Key details
Copilot Add-on	$50 / agent / month	Agent-assist features like suggested replies and summaries.	Provides a consistent set of AI tools for your entire support team.
Automated Resolutions	$1.50 - $2.00 / resolution	Charged every time the AI closes a ticket without a human touching it.	Pricing scales based on the volume of successful resolutions achieved.

The strength of a mature, comprehensive ecosystem

Zendesk is a mature help desk platform that has built an impressive ecosystem. Its approach to AI involves providing a wide range of integrated tools to suit various enterprise needs.

A feature-rich agent experience

Zendesk’s AI brings together powerful tools-including those from world-class companies like Ultimate.ai-to create a multi-faceted experience for agents. Within the workspace, agents can access an "Intelligence" panel and navigate through conversation flows. This comprehensive integration ensures that agents have a wide array of AI-powered capabilities at their fingertips.

Scaling knowledge within your support stack

As a single source of truth for customer support, Zendesk is excellent at managing help center content. It is designed to be the primary repository for your team's knowledge. For teams that also use external tools like Confluence, Google Docs, or Notion, Zendesk’s ecosystem offers various ways to centralize information so that your AI agents can provide the best possible service.

Refining AI performance through live deployment

Zendesk’s AI is built for real-world application. By deploying the AI and monitoring its interactions, teams can gather valuable data on how it handles customer queries. This allows for a focus on live optimization and iterative improvements, ensuring the system evolves to meet your specific support standards over time.

A complementary option for your Zendesk setup

While Zendesk provides a powerful foundation, the good news is that there are complementary options that can enhance your existing setup. Modern tools like eesel AI are built to act as a smart layer that works seamlessly with Zendesk, helping you maximize your automation potential.

This video explains how a modern AI assistant can complement Zendesk's features, offering an integrated and efficient solution for your team.

Quick and easy integration

eesel AI is designed to be user-friendly and self-serve. You can connect it to your Zendesk account quickly and see how it works with your existing setup. It’s a great way to explore additional automation without a complex implementation process, making it a valuable addition to the Zendesk ecosystem.

Unify your knowledge sources

To help your AI become even smarter, eesel AI can connect to various knowledge sources beyond your help center. It can draw from past Zendesk tickets, Confluence pages, Google Docs, and more. By acting as a bridge between your different tools, it helps ensure your automation has the fullest possible context to answer customer questions accurately.

Evaluate performance with simulation mode

For teams looking to test their automation before it goes live, eesel AI offers a simulation mode. This allows you to see how the AI would handle past tickets, providing a safe environment to review responses and understand potential impact. It’s a helpful way to build confidence in your automation strategy as you scale your Zendesk operations.

Predictable pricing for growing teams

With eesel AI, you can easily manage which tickets the AI handles through its workflow engine. The pricing is straightforward and based on a set number of monthly interactions, providing a predictable cost structure that complements your Zendesk investment as your support volume grows.

Enhancing your support with Zendesk and AI

Zendesk is a world-class help desk, and its AI suite is a testament to its commitment to innovation. By offering a robust platform and a performance-based pricing model, Zendesk remains the gold standard for support teams worldwide.

By using complementary solutions like eesel AI, you can make your Zendesk setup even more powerful. These tools work with the help desk you already trust, unifying your knowledge and giving you more ways to automate with confidence.

Ready to see how an integrated AI layer can enhance your Zendesk experience? Connect eesel AI to your Zendesk account in minutes and run a free simulation, or book a personalized demo with our team to learn more.