Z Zendesk

Customer and employee service software — ticketing, help center, and AI service agents.

Zendesk is unusually explicit about how it picks models: an internal testing system scores each new frontier model on 15 metrics using agents written the way customers write them, and it reruns the bake-off whenever a model ships. That process picked Claude Sonnet 4.6 for the custom agents Zendesk customers build for business-specific service work, argued on cost per task rather than token price. Serving runs through Amazon Bedrock in the AWS regions Zendesk already operates, keeping model processing inside its existing governance and data-residency story and sparing customers an extra cloud subprocessor. The custom agent builder itself was built by a five-person team working with Claude Code and the Claude Agent SDK, and the roadmap adds a router that sends simple requests to one model call and harder ones through a plan-then-act loop whose agents save what they learn as reusable skills.

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