Zendesk introduces pricing based on AI resolutions and completed tasks

Zendesk announced plans to charge businesses for eligible issues its AI resolves or tasks it completes, rather than the number of software users. Customers set an Outcome Budget, and Zendesk checks results for quality and completeness before counting them toward spending. The company also introduced Bridge, an early-access tool that connects outside AI agents to Zendesk. Administrators assign permissions for actions such as reading or updating tickets; Bridge checks each action against permissions and company rules, requests human approval where required and provides a kill switch. A forthcoming public directory will list brands' official support channels without accessing private customer data.