News
Table of Contents
The Gist
- AI integration expanded. Zendesk acquires Unleash to strengthen enterprise AI search capabilities.
- Enhanced internal support. Unified knowledge and secure AI agents improve employee service workflows.
- Impact on IT leaders. Faster issue resolution and secure automation may lower internal support costs.
Zendesk is betting that unified enterprise search will unlock the next wave of AI-powered employee support.
The company announced on Dec. 18, 2025, that it acquired Unleash, an AI-powered enterprise search platform designed to connect knowledge across systems. Financial terms were not disclosed.
The acquisition enables Zendesk to deliver fast, accurate answers to employees directly within collaboration channels such as Slack and Microsoft Teams. By unifying knowledge across systems and connecting it to case management, automation and analytics, the company asserts organizations can resolve employee issues faster and reduce internal support costs.
Recent Zendesk Activity
Zendesk executed a series of strategic acquisitions throughout 2024 and 2025 to strengthen its AI-powered customer experience platform. Key deals included HyperArc (July 2025), an AI-native analytics platform, and Local Measure (May 2025), a CCaaS and advanced voice solutions provider.
The company launched several major platform initiatives, including the Zendesk Resolution Platform (March 2025) and the Zendesk Employee Service Suite for internal IT and HR support teams. In October, the company unveiled an autonomous support agent it claims can resolve 80% of tickets without human intervention.
As of October 2025, Zendesk reported nearly 20,000 customers using its AI solutions and projected $200 million in AI annual recurring revenue for 2025. Gartner named Zendesk a Leader in its 2025 Magic Quadrant for the CRM Customer Engagement Center.
Enterprise AI Search Context
Most organizations experimenting with AI-powered knowledge management have not made it to production deployment. While 88% of organizations actively monitor generative AI’s evolution, only 10% have moved deployments into production use.
Primary Adoption Obstacles
Security, privacy and reliability remain the biggest barriers to enterprise AI implementation. IT departments face mounting pressure to implement governance frameworks ensuring accuracy and compliance before scaling deployments.
Only 22% of companies maintain truly future-ready data infrastructure, according to industry research. Meanwhile, 51% remain stuck with disconnected systems and incompatible technologies.
RAG as a Solution Framework
Retrieval-augmented generation has emerged as a go-to approach for enterprise knowledge management. RAG blends static LLM training data with real-time search capabilities across repositories, reducing hallucinations while building user trust through verifiable sources.
The technology can increase base model accuracy by 40% while providing auditing capabilities for operational improvement.
Platform Integration Trends
AI agents are becoming table stakes in workplace productivity tools. Platforms are moving beyond basic chatbots to implement RAG that draws answers from across repositories.
“Our AI-powered search and retrieval technology will help companies deliver faster, smarter employee support by making knowledge easier to access and use, all while keeping security and privacy at the forefront.”
Webinar
Jan
28
Ditch the Desk Phones: How Modern Teams Drive AI-First Communications
Find out how one team finally pulled the plug on a legacy phone system. And built something smarter.
Register
Webinar
On demand
Empowering Non-Profits: Smarter Crisis Communication and Community Engagement
The cost of miscommunication is measured in more than words. Learn to deliver outreach that's fast, clear and trusted.
Watch Now
Webinar
On demand
Roundtable: Turning Real-Time CX Signals into Business Results
Four big brands. One live, unscripted discussion on how modern CX teams move from dashboards to real impact.
Watch Now
Webinar
On demand
Unlock Connected Service: How to Forecast, Staff & Support Every Channel
Stop juggling tools. 73% of CX leaders say silos damage CX. Build a seamless service operation instead.
Watch Now
Webinar
On demand
Beyond Composability: How Modern Marketers Build Connected Experiences
Ready to launch campaigns faster, personalize smarter and prove your marketing ROI? Discover the power of a modern DXP.
Watch Now
Webinar
On demand
Rebrand. Migrate. Optimize. How to Do It All (Without Slowing Down)
Cresta leveled up site speed, design flexibility and marketer sanity (in record time). Find out how.
Watch Now
Capability Breakdown
The Unleash acquisition adds several capabilities to Zendesk’s employee service platform, according to the company:
| Capability | Description |
|---|---|
| Enterprise search with RAG | Permission-based retrieval across 70+ content sources including Google Drive and SharePoint |
| Native AI knowledge agents | Agents in Slack and Microsoft Teams with escalation to human experts |
| Connector library | Secure, fine-grained access controls applied at query time |
| Organizational context | AI agents with end-to-end access to insights across company data |
Zendesk Background
Founded in 2007, Zendesk is a cloud-based software provider targeting customer experience, support, IT and HR leaders at mid-market and large enterprises seeking omnichannel service solutions. The company’s core offering is an AI-first resolution platform that combines AI agents, a knowledge graph, workflow automation, analytics and governance tools.
Have a tip to share with our editorial team? Drop us a line:
