The end of black-box tickets
Employees or Customers do not escalate because work is slow. They escalate because progress is invisible. Modern service spans teams, approvals, automation, and AI.
Internally it works. Externally it looks fragmented.
Journeys turns internal activity into a clear, customer-facing progression.
From first request to completion.
A new experience layer for Zendesk
Zendesk remains the system of record and action. Journeys becomes the system of progress.
Customers see:
- • What is complete
- • What is in motion
- • What comes next
Agents stay in Zendesk. No portals. No duplicated systems.
Designed by admins.
Controlled by agents.
Experienced by customers.
AI Journey Builder
Design complete journey experiences in minutes, not hours.
Describe your workflow in plain language and let AI do the work.
All integrated directly into Zendesk.
Natural Language Design
Describe your process in plain English. The AI interprets your workflow and generates a structured journey with phases, actions, and interactive cards.
Smart Phase Detection
AI analyzes your existing ticket data and workflows to suggest optimal journey phases, identifying bottlenecks and common paths automatically.
Auto-Generated Messaging
Customer-facing descriptions, status updates, and milestone notifications, written by AI, refined by you. Consistent tone, every journey.
From description to journey in seconds
Tell the AI what your workflow looks like and it builds the journey structure for you. Review, adjust, and publish, all without leaving Zendesk.
- 1 Describe your workflow or paste an existing process document
- 2 AI generates phases, cards, and customer messaging, and Zendesk Actions
- 3 Review and fine-tune in the visual journey editor
- 4 Publish and start tracking progress immediately
Generated Journey
From reactive tickets to structured service
Journeys is modular by design and adapts to any structured process or workflow type.
Journeys enables phased experiences for, but not limited to:
- • Employee onboarding
- • Customer implementations
- • IT provisioning
- • Compliance programs
- • Regulated workflows
If work moves through stages, Journeys makes it visible.
Why this matters for CX leaders
Clear progress reduces:
- • Status checks
- • Escalations
- • Shadow communication
- • Adoption friction
When customers see forward motion, trust increases. Structured visibility is the next evolution of customer experience.
Launching May 2026
We are opening early access to selected Zendesk customers and partners.
If you care about:
- • Modern service design
- • Cross-team workflow visibility
- • Reducing escalations through transparency
You will want to see this first.
Limited early access. Priority given to complex CX environments.
