Problem solver with a passion for Apple sitting behind a Zendesk.
Relate25
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 announced support for Dark mode in Agent Workspace.
App Review
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
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
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
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
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
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
My thanks for Cloudset for sponsoring another month at Internal Note!
AI Agent
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
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
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.