Working with custom fields in Zendesk Messaging and AI Agents
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
App Review
Zendesk LMS Conversation Simulator App
In this article I'll review Zendesk's new LMS Conversation Simulator app and explore its capabilities for training new agents, setting up demo environments or validating your Zendesk setup.
Sponsor
Knots - Get your data ready for AI & Automation in Zendesk (sponsor)
AI and automation are transforming customer support, making workflows faster and more efficient. But there's a problem: automation can't work without structured data.
ADPP
Redaction suggestions powered by Zendesk's Advanced Data Privacy and Protection add-on
This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
Zendesk Roundup
Zendesk News roundup for March 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
AI Agent
Handling languages in Ultimate with the Messaging Widget
This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
AI Agent
Working with custom fields in Zendesk Messaging and AI Agents
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
Sponsor
Flowset by Cloudset for Agent Guidance (sponsor)
My thanks for Cloudset for sponsoring another month at Internal Note!
AI Agent
What's new for Zendesk AI Agents, essentials and advanced
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
API
Preview of the new App Builder for Zendesk
In this article we explore the new Zendesk App Builder EAP which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
Zendesk Roundup
Zendesk News roundup for February 2025
The second news roundup of 2025 offers an overview of the new Service Catalog, improvements to Agent Copilot, plenty of new security and platform features and a sneak peak at the new AI Agents Essential and Advanced.
Insights
Zendesk CX Trends 2025
In this article I dive into Zendesk's CX Trends report.
Messaging
Expanded support for Messaging Session State in Zendesk Triggers
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.