Announcing agentic AI agents EAP

Announced on | EAP starts on
March 26, 2025 | March 26, 2025

We are delighted to introduce an early access program (EAP) for a new class of agentic AI agents.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

We’re launching an EAP for agentic AI agents, which accelerate your path to 80% automation with minimal setup, full control, and built-in transparency. Powered by adaptive reasoning, these AI agents autonomously determine the most effective path to a resolution, handling even the most nuanced queries on messaging (coming soon to other channels).

For more information, see About agentic AI agents (EAP).

Why is Zendesk making this change?

Agentic AI unlocks smarter, more autonomous AI agents that adapt in real time, plan and orchestrate tasks, and collaborate to solve complex problems—all while staying within your business policies.

In short, agentic AI is the future of automation, providing:

Agency. The ability and agency to plan and make decisions to solve user problems, interacting with any necessary tools and business systems.

Control. Following business policies without deviating from them. You retain full control over the scope and limitations of automation.

Ease. No expertise required. Both admins and end users can effortlessly solve problems with our intuitive AI—no training or experience needed.

Comfort. A seamless, natural conversation that adapts to your style. Whether it's text or multimedia, your customers will feel like they’re talking to a real person, not a bot.

What do I need to do?

Current customers with the AI agents - Advanced add-on can sign up for the EAP by filling out this form. Our team will carefully review each submission to ensure the best fit for the program.

Zendesk customers who don’t yet have AI agents - Advanced are encouraged to reach out to their account manager to explore options and potential participation in the EAP.