About Internal Note

Internal Note is a strategic blog about Zendesk for teams who already know the platform and want to go further.

It's written by Thomas Verschoren, Director AI Product Evangelism at Zendesk. All opinions expressed on this website are my own and do not reflect those of Zendesk itself.

Internal Note explores how Zendesk features fit together, how they behave in real workflows, and what they enable when combined. It shows what is possible today, where the platform is heading, and where the practical limits still are.

Zendesk’s platform is broad, and individual releases rarely tell the whole story. Internal Note connects the dots, turning separate updates into narratives that clarify not just what changed, but why it matters and how it strengthens modern, AI-driven CX.

It also helps long-time customers move forward. Many teams still operate in older established patterns; Internal Note revisits mature features, highlights how they have evolved, and offers strategic guidance on adopting newer workflows and capabilities.

The approach is simple: bring together the many small releases across the platform and frame them within the bigger picture: showing depth, breadth, practical value, and the direction the platform is moving next.