Preview of the Zendesk Employee Service Suite at Relate
In this second article of my Zendesk Relate 2025 series I dive into the new Employee Service Suite, exploring new features like the Service Catalog and the new Tasks and Approval feature.
April Fools
Classic mode for Zendesk
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
Relate25
Preview of the Zendesk Employee Service Suite at Relate
In this second article of my Zendesk Relate 2025 series I dive into the new Employee Service Suite, exploring new features like the Service Catalog and the new Tasks and Approval feature.
Relate25
Product Innovations from Zendesk Relate 2025
In this first article of my Relate 2025 coverage I dive into the new Zendesk Resolution Platform, covering elements like the new Adaptive Reasoning for AI Agents, Action builder, Quick answer and many many more new announcements.
Agent Workspace
Zendesk Dark Mode - Do not underestimate the power of the Dark side
Zendesk announced support for Dark mode in Agent Workspace.
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.