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.
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.
Ultimate
Using a tiered uGPT approach for Ultimate Bots
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
AI Agent
Google White Paper on AI Agents and how it compares to Zendesk's offering
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
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.