AI Summit - the new Zendesk Voice
In this last article in my AI Summit series I deep-dive in the new Zendesk Voice with its new AI Agent capabilities, Agent Copilot for Voice and Voice QA.
Using Messaging triggers: Customer Wait Time & Messaging CSAT
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
End-User access for Custom Objects and Lookup Fields (EAP Preview)
Zendesk’s Custom Objects, released last year, enable you to expand platform data, like linking assets or contracts to tickets. Initially, end-users couldn’t interact with custom objects, but a recent update allows you to add Lookup Fields in forms.
AI Summit - the new Zendesk Voice
In this last article in my AI Summit series I deep-dive in the new Zendesk Voice with its new AI Agent capabilities, Agent Copilot for Voice and Voice QA.
AI Summit - Agent Copilot
The new Agent Copilot was released at the Zendesk AI summit featuring a brand new auto-assist mode, revamped Agent Workspace and is there to proactively assist your agents throughout their workday. This article will give you an overview of what's possible today!
AI Summit - the new Omnichannel AI Agents
In this second article on the AI Summit, I dive into Zendesk’s Omnichannel Agents, highlighting the new AI Agent builder, enhanced email automation, zero-training setup, and better bot behavior controls. These updates simplify setup and improve customer interactions across channels.
An overview of the Zendesk AI Summit announcements
Zendesk presented their latest releases at their AI Summit this week. New announcements include Omnichannel AI Agents, the new Zendesk Voice, Agent Copilot and improvements for Zendesk QA. Read my deep dive article to learn more!
Lovestock & Leaf Apps - Empowered Agents, Happy Customers. (sponsor)
My thanks for Lovestock & Leaf for sponsoring this month's Internal Note newsletter.
A History of Zendesk chat and messaging channels
Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.
Zendesk News Roundup for October 2024
Welcome to October’s Internal Note! This issue started light—until Zendesk dropped a dozen features late last week. Explore updates like the Zendesk QA redesign, the rollout of Agent Home with tips and tricks, improvements to omnichannel routing, and more exciting new features!
Preview of the new cards for Custom Objects
Zendesk’s new Essentials Card lets you customize user profiles next to tickets, and now, Custom Object Cards do the same. You can reorder, hide, or add fields to streamline your agents’ view. A simple yet customizable update to enhance the agent experience.
Handling duplicate tickets
This article explores ways to merge duplicate tickets from the same user. Customers often submit multiple requests via various channels, slowing response times. Solutions include using the Customer Context Panel, Zendesk AI-based Merge Suggestions, or automating ticket merges.
Automating article attachments with the Guide Media API and Zapier
This article explains Zendesk’s new Media Gallery for Help Center articles, allowing you to manage images across multiple articles. We show off the Media Library API, which enables automated uploads from external tools like Google Drive using Zapier, improving workflow efficiency for teams.