Zendesk Begins Phased Rollout of Unified AI Agent Packaging — Agentic Reasoning for All Plans Starting May 11

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Beginning May 11, Zendesk removes the distinction between Essential and Advanced AI agent plans, giving all customers access to agentic reasoning, multi-step procedures, and external API integrations. The rollout completes June 12 for all tiers. This is the most significant packaging change since Zendesk launched outcome-based pricing ($1.50/resolution) — signaling that agentic AI capabilities are moving from premium tier to table stakes in customer service SaaS.