Zingtree + Zendesk: Workflow Automation for Complex CX

Scaling AI Safely in Highly Regulated Industries

It’s as true today as it ever was that the CRM is the heart of the Customer Experience (CX) tech stack. 

Zendesk’s Resolution Platform continues to stand out as a top performer in the AI-powered customer and employee service solutions category,  recognized for its:

• AI-first product vision
• Advanced WEM features
• Broad omnichannel engagement capabilities
• Strength of global operations

An AI-first product vision is critical in today’s world, where recent research by Gartner found that 77% of service and support leaders are expected to deploy AI. 

As explored in the recent Zendesk CX Trends 2026 Report, as CX leaders in enterprise organizations move beyond the AI pilot phase and start to scale AI across contact center operations and within support agent teams, they’re looking beyond automation-led efficiencies. In complex CX environments, these leaders are targeting both top and bottom-line performance gains—driven by improved self-service and deflection rates, boosted agent productivity through better enablement, and higher overall First Contact Resolution (FCR)—the ultimate North Star. 

“The organizations thriving today are those connecting people, processes, and AI within a unified system built to resolve, not just respond.”
-  Shashi Upadhyay, President, Products, Engineering and AI at Zendesk

Yet for enterprises operating in complex or highly regulated environments, such as Financial Services, Healthcare, and Manufacturing, harnessing AI without business-specific guardrails can lead to hallucinations, exposing businesses to costly and damaging compliance risk as well as customer service nightmares.

In these high-risk environments, AI must be confident enough to know when to answer or ask more questions first, as well as when to escalate to a human and assist the agent instead.

That’s where Zingtree comes in.

Why Enterprises Win with Zendesk + Zingtree

Zingtree enhances Zendesk’s service solutions and AI capabilities with deterministic AI guardrails and highly configurable automated and agentic workflows. Together, Zendesk and Zingtree help organizations scale AI safely within contact center workflows, ensuring it is guardrailed, compliant, auditable, and designed for even the most complex and high-risk support scenarios.

Put simply, enterprise CX teams need AI that never goes off-script. Zendesk delivers a best-in-class resolution layer for agents and customers; Zingtree provides the control, context, logic, and governance to safely power automation and agentic workflows.

With Zingtree integrated directly into Zendesk, CX and Operations leaders can:

• Define workflow logic and guardrails that govern every AI and agent action.
• Integrate Zendesk Macros into Zingtree workflows for ultimate flexibility and control. 
• Connect systems and data sources securely (CRM, CCaaS, ERP, EHR, billing, etc).
• Ensure compliance by design, with version control, access governance, and full audit trails.
• Empower business teams with a no-code platform, eliminating IT dependency.

The result: first contact resolutions, higher agent performance, lower compliance risk, and automation you can trust (yet also verify).

Optimizing Workflows for a Global Travel Platform

One of Europe’s largest online travel platforms, handling millions of refund and rebooking workflows across 75+ countries, faced a daunting challenge: 

• Multi-partner refunds and rebookings created constant regulatory and policy exposure.
• Frequent rule changes required IT involvement, hindering speed and flexibility for contact center teams.
• Black-box AI made decisions untraceable and risky for audits.
• Disconnected systems (CRM, GDS, payments, partner APIs) made a holistic view difficult

By partnering with both Zingtree and Zendesk, their contact center was able to:

• Automate complex support workflows with guardrails around every step.
• Intelligently guide agents through multi-variable resolution paths
• Empower business teams to own and update logic instantly, without IT dependency.
• Meet audit, compliance, and reporting standards across global markets.
  
  

The result: Zendesk + Zingtree delivered ultimate agility, compliance, and enterprise scalability.

Zingtree + Zendesk: Enterprise CX Without Compromise

Zendesk is the leader in AI-driven enterprise service solutions because of its ease of use, rapid time to value, and seamless integration of AI across workflows.
Zingtree’s industry-leading deterministic workflow automation platform gives contact center teams in high-risk and highly regulated CX environments ultimate control to scale automation and AI safely and effectively.

Together, we deliver automated and agentic workflows for complex CX.

Zingtree + Zendesk:

• AI that follows your rules.
• Workflows that scale with confidence.
• Compliance built into every step.

Whether you’re a Zendesk customer looking to enhance workflow capabilities with Zingtree or you’re a Zingtree customer exploring a CRM switch to Zendesk, we can help you navigate that journey!