AI agents

Zendesk AI agents are the AI-powered agents configured in the AI agents workspace that interact with customers on messaging, email and voice channels, built with the dialogue builder and procedure builder and able to invoke actions.

AI capabilities recorded

• Actions in AI Agents

  Active · verified 2026-09-18

  Zendesk documents four types of actions that a configured AI agent can perform during a customer conversation: configured actions (conversation actions and CRM actions), API integrations, action flows, and custom actions. Together these let an AI agent read and write Zendesk records such as tickets, users and organizations, and call external systems through admin-defined HTTPS APIs, action-flow steps and MCP tools.