Products & ServicesEvent: September 4, 2026
Zendesk tried a Custom Agent with guidelines for complaint subtypes embedded into an Action Flow to trigger when a ticket originates or moves into Negative or Very Negative sentiment.
Published
Signal category
Products & Services
Quote
“We tried a Custom Agent, where we gave it guidelines for the different complaint subtypes, and embedded it into an Action Flow that triggers when a ticket originates or moves into 'Negative' or 'Very Negative' sentiment.”
— Mathew Costianes|Zendesk team
Company
Zendesk
Self-improving AI agents that learn, adapt, and outperform. On every channel, on any platform.
- Industry
- Software Development
- Location
- San Francisco, US
- Company size
- 7,613 employees
Move beyond deflection. Deliver real resolutions with self-improving AI agents that learn, adapt, and outperform, on every channel, on any platform.
Founded 2007