Sponsor
SweetHawk: Enhancing Employee Services with Zendesk
My thanks to SweetHawk for sponsoring this month's Internal Note
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Routing and Intelligence
Getting up to date with Omnichannel Routing in Zendesk
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Spotlight
Collecting SunCo user information for AI Agents powered by Ultimate
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.
Zendesk Roundup
Zendesk News Roundup for December 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Zendesk AI
Zendesk Entity Detection for Intelligent Triage (EAP)
The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
CSAT
Customizable CSAT API
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
Sponsor
Formset by Cloudset for Smarter Zendesk Fields (sponsor)
My thanks for Cloudset for sponsoring this month's Internal Note newsletter.
Sunshine Conversations
Using Switchboard to combine Zendesk Bots and AI Agents powered by Ultimate
Zendesk AI agents come in two flavors. The native Zendesk Bot, and a more powerful one powered by Ultimate. But how do you combine both technologies in one Zendesk instance? This article will explain you how!
Agent Workspace
Filter custom ticket statuses per form.
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
Zendesk Roundup
Zendesk News Roundup for November 2024
Following the releases at the AI Summit, Zendesk released new Messaging features, including multi-conversations and the ability to suspend users. The Admin Center received updates with new dashboards and the ability to categorize views, and plenty of fun new APIs were released.
Widget
Multiple Conversations in the Zendesk Messaging Widget
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.
AI Agent
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.