Zendesk Agent Copilot hackathon together with Next Matter
What happens if you combine Zendesk Agent Copilot, a partner like Next Matter and Internal Note? This article tells the story of our hackathon last December.
Sponsor
babelforce: The Voice Platform for Zendesk Uniting Agents and Automation (sponsor)
My thanks to babelforce for sponsoring this month's Internal Note
Security
Setting up deletion schedules for ticket and bot conversations in Zendesk
This article dives into Zendesk Deletion Schedules for tickets and bot conversations. It shows what's possible, how to setup the schedules and explains certain limitations.
Zendesk AI
Zendesk Agent Copilot hackathon together with Next Matter
What happens if you combine Zendesk Agent Copilot, a partner like Next Matter and Internal Note? This article tells the story of our hackathon last December.
Zendesk Roundup
Zendesk News Roundup for January 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Zendesk Roundup
Year in review - The Zendesk 2024 Scorecard
At the end of 2024 it's time to reflect back on a year of Zendesk updates, and look forward to our expectations for next year. This scorecard is a full overview of everything new in Zendesk, rated by both me and partners in the Zendesk ecosystem.
Agent Efficiency
What's new for Zendesk SLA Policies: Advanced first reply time metrics.
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
SweetHawk: Enhancing Employee Services with Zendesk
My thanks to SweetHawk for sponsoring this month's Internal Note
Routing and Intelligence
Getting up to date with Omnichannel Routing in Zendesk
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
Collecting SunCo user information for AI Agents powered by Ultimate
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
Zendesk News Roundup for December 2024
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
Zendesk Entity Detection for Intelligent Triage (EAP)
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
Customizable CSAT API
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.