Elena Tsesnietse

Working in CX can feel like juggling too many balls at once. New channels keep popping up, AI promises a lot but doesn’t always deliver, and customers want fast, personal help without repeating themselves. If that sounds familiar, the CX Trends 2026 insights from the Zendesk report are made for you.

Busy periods like Black Friday and Christmas holidays are a challenge for customer service teams. Organisations must be well-prepared for a surge in request volumes, the expectation for quick responses, and the need to deliver a flawless experience. That’s where solutions like Zendesk make all the difference.

Your Zendesk reports look fine, but do they actually help? Be honest. Do your dashboards help you make decisions, or are they just screenshots before a monthly meeting?

Ever felt overwhelmed by Zendesk triggers, automations, or managing endless emails? You’re not alone. At our recent Premium Plus AMAs, users brought their most pressing questions, and our experts answered them live.

Customer and employee service can feel like a game of whack-a-mole. As soon as you solve one request, more appear. You want to answer every question and keep everyone happy, but repetitive tasks leave teams stressed and clients wanting fast, personalised replies.

Knowing your customers’ thoughts about your products or services is crucial in today’s business world. Customer feedback is like a treasure map to enhance services, spark innovation, and drive success.

Ever wondered how much more Zendesk could do for your team? Many organisations set things up, make a few tweaks, and enjoy the benefits. Yet there’s often untapped potential waiting to be discovered.
With a clear Zendesk checklist, it’s easy to spot small opportunities for improvement that can make a big difference.

When buying Zendesk, one of the first decisions you face is whether to purchase your licences directly or through a partner. While both offer the same licence cost, a partner unlocks extra benefits to help you maximise your investment.

Ever felt like your HR team is caught in a whirlwind? Employees want instant answers, personal support and seamless processes, but HR is stuck with outdated software and limited resources.

Unlocking the full value of Zendesk requires the right tools and the right approach. This guide breaks down Zendesk best practices in clear steps, using simple language and real-world examples.