Tips, strategies, and news to help you deliver exceptional customer support.
Zendesk's October 2026 release lets admins choose who is warned about automated-resolution and allowance usage, and lets eligible owners and billing admins raise the allowance themselves. Here is who should own that dial and what to set up this month.
On 27 October 2026 Zendesk stops all accounts creating new API tokens. Existing tokens keep working until 30 April 2027 unless deactivated. Here is what breaks and how to move to OAuth.
Zendesk will force-upgrade legacy help center themes to templating API v4 on July 31, 2027. Here is the timeline in Zendesk's own words, who it is real work for, and when a fixed-layout help center is the better fit — and when it isn't.
Zendesk introduced Industry Agents and Custom Agents on 14 September. It is a serious release aimed at a bigger company than yours — and the useful part is what it admits about generic AI agents, not the feature list.
Correcting a page on your site does not change what your AI support agent tells customers. Here is the mechanism behind that gap, why normal testing cannot see it, and the five questions to ask an AI helpdesk vendor before you buy.
Zendesk bundled AI triage into Professional plans at no extra cost — while its Copilot add-on stays $50 per agent per month, billed annually. Here's how to read what goes free versus what stays metered.
Zendesk Chat retires on 31 January 2028, and Zendesk describes it as a legacy product that hasn't had feature enhancements since 2020. Here's what that tells you about buying live chat — and what to do with your 18-month window.
Zendesk has six forced migrations running from 2026 to 2028 — legacy AI agents, API tokens to OAuth, and Chat's retirement. One deadline has already passed. Here is the whole calendar in one place, sourced entirely from Zendesk's own documentation.
Freshworks posted record Q2 2026 revenue of $237.4M, up 16%, and returned to profit selling AI by the session. Here's what per-session Freddy AI pricing actually costs a small support team — and where it crosses a flat $29/mo add-on.
Salesforce is acquiring Fin (formerly Intercom) for $3.6 billion. If you'd rather not become a small fish in the Salesforce ocean, here are the best Fin alternatives for 2026 — compared honestly.
Zendesk's July 2026 update added a native Contact Center — as yet another paid add-on at $83/agent/month. The full Zendesk stack now costs a 10-agent team nearly $5,000/month. Here's the math, and what DeskLeap includes for $29/agent.
Zendesk's Forethought AI agents launched as a paid add-on — on top of the optional $50/agent Copilot fee and a per-resolution charge Zendesk does not publish. Here's what you actually pay for AI on Zendesk vs DeskLeap.