Zendesk's customers ran 1 million custom support agents in seven weeks
Zendesk built a builder for customers' own service agents on Claude, with a five-person team in four months. In early access the agents ran 1 million times in seven weeks. One customer's duplicate-ticket merging reached 99% accuracy in a pilot. Zendesk reports up to 80% lower human handle times. Vendor-published.
- Agent or tool
- Zendesk custom agents (Claude via Amazon Bedrock)
- Topic
- Customer Support
- Reported on
- Case study (Anthropic)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 11 by interest), and one of 1 involving Zendesk custom agents (Claude via Amazon Bedrock).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Zendesk custom agents (Claude via Amazon Bedrock) or any similar agent and adjust the details to your situation.
Look at new support tickets, find duplicates of an open ticket, and merge them with a note saying why. If you are not sure two tickets are the same, leave them alone and flag them.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Anthropic): https://claude.com/customers/zendesk. Our summary is a paraphrase; details are in the source.
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