Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Last months' Relate event was all about Zendesk AI and how it can help you improve your CX or EX experiences. One of the key points notes not only in the main keynote, but also in sessions during the event was the concept of automation and automation rates for your tickets.
Zendesk introduced a new email verification flow to handle the mapping of authenticated Messaging users and exiting end-user profiles. It's a lot so let's dive in!
Agent Efficiency
Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.
Sponsor
My thanks to SweetHawk for sponsoring this month's Internal Note
Routing and Intelligence
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Spotlight
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Zendesk AI
The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
CSAT
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
Sponsor
My thanks for Cloudset for sponsoring this month's Internal Note newsletter.
Sunshine Conversations
Zendesk AI agents come in two flavors. The native Zendesk Bot, and a more powerful one powered by Ultimate. But how do you combine both technologies in one Zendesk instance? This article will explain you how!
Agent Workspace
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
Zendesk Roundup
Following the releases at the AI Summit, Zendesk released new Messaging features, including multi-conversations and the ability to suspend users. The Admin Center received updates with new dashboards and the ability to categorize views, and plenty of fun new APIs were released.
Widget
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.