Zendesk Ships Agents That Run Inside Salesforce and ServiceNow, Claiming 1 Million Custom Agent Executions in Seven Weeks

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Zendesk announced Industry Agents (starting with commerce: orders, returns, delivery issues, refunds) and no-code Custom Agents built in Agent Builder, claiming automation of up to 80% of workflows. The number that matters is the deployment figure: over 1 million Custom Agent executions within seven weeks of Agent Builder's launch, with some customers reporting automated resolution rates rising 10 points after deployment. Zendesk explicitly says these agents run inside Salesforce and ServiceNow environments, which reframes a support vendor as an agent layer sold into a competitor's system of record rather than a rip-and-replace.