Zendesk kann mehr - 4 neue Features für besseren Kundensupport
Wenn wir das erste Mal mit neuen Kunden über ihre Zendesk-Nutzung sprechen, merken wir meist: Der Großteils ist unbekannt und bleibt also auch ungenutzt – bis zu 80 %.
Das ist kaum überraschend. Zendesk hat sich in letzter Zeit rasant weiterentwickelt – da kommen Verbesserungen und Neuentwicklungen leicht unter die Räder. Vor allem in den letzten Monaten ist Zendesk viel mehr als nur ein Support-Tool geworden, heute umfasst es fortgeschrittene Features etwa für KI-gestützten Support, Personalplanung, Qualitätssicherung und sogar Mitarbeiterservices.
Zusammen mit den Unternehmen stellen wir teils fest, dass ihr Plan bereits Tools enthält, die ihren Support umfassend verbessern können – sie waren nur noch nicht aktiviert. In diesem Beitrag stellen wir vier Zendesk-Funktionen vor, die sich wirklich lohnen, und zeigen, wie sie Ihrem Team helfen können, effizienter zu arbeiten, die Kunden- ebenso wie die Agentenzufriedenheit zu steigern und mit weniger Reibungsverlusten zu skalieren.
Direkt zu: Zendesk AI | Workforce Management | Quality Assurance | Employee Service
1. AI that supports, not overwhelms
Zendesk AI is less about automation for its own sake – and more about creating time for what really matters: thoughtful conversations, efficient triage, and faster onboarding.
Here’s what’s available in current Suite plans (and AI add-ons):
Reply suggestions that help agents respond faster without losing control
Ticket summaries to speed up handovers and reduce context switching
Tone adjustments for clearer, brand-aligned communication
Intelligent triage that adds sentiment, urgency, topic, and language tags
Macro suggestions based on previous ticket patterns
AI agents that automate high-volume requests – from FAQs to API workflows
AI analytics to monitor usage, resolution rates, and handover points
In our experience, teams benefit most when AI becomes part of the workflow – not an add-on layer. Used well, it improves efficiency and consistency, and eases the burden on both new and experienced agents.
2. Scheduling without spreadsheets
Zendesk’s Workforce Management (WFM) tool helps support teams plan their resources directly inside the platform – no need for Excel sheets or external tools.
Key capabilities include:
Forecasting volumes based on historical ticket, call, and chat data
Automated shift planning, including breaks, coverage, and contracts
Live adherence tracking for real-time scheduling adjustments
Especially for teams growing beyond a handful of agents, WFM can dramatically reduce scheduling effort. It also helps team leads respond more flexibly to peak times, absences, or last-minute changes.
We’ve seen WFM make a big difference even for mid-sized teams, increasing their service quality and optimize their resources.
3. Quality assurance that scales with your team
Traditional QA only covers a small fraction of conversations – often just 2–5% – which makes improving service quality very difficult, if not impossible. Zendesk QA changes this by analysing 100% of your tickets across all channels, including email, chat, voice and AI bots.
Key benefits:
Auto-scoring with clear, customizable criteria
Escalation & tone detection via AI
Voice & bot QA included
Instant insights – no spreadsheets, no sampling
It doesn’t replace human judgement; it expands and scales it. Zendesk QA enables teams to identify patterns, provide fair coaching and make continuous improvements without adding complexity.
4. Internal helpdesk? Same tools, different use case.
Zendesk’s Employee Service Suite brings support workflows to your internal teams: IT, HR, finance, or procurement. Instead of emails and scattered requests, employees get a structured, searchable support experience – just like your customers.
Included in the suite:
A central Employee Center as a branded helpdesk portal
Prebuilt flows for requests like access, hardware, or payroll
Automation to guide tickets to the right teams and approvals
AI features to handle repeat questions and track issue types
The benefit isn’t just internal efficiency – it’s a better employee experience. One that reduces friction, builds trust, and scales as you grow.
A final thought: You might already have more than you think
Zendesk is a modular system that grows with your needs. However, improvements and new Zendesk features that could greatly enhance service quality and efficiency can easily go unnoticed.
We have helped teams to explore what is already in place, identify what is worth activating and set it up in a way that works for their goals and capacity.
If you’re curious about what’s already in your Zendesk setup and what would genuinely make a difference, as well as what would be worth adding, we’d be happy to explore this with you.
