Agent Workspace & Routing
Viewing User Interaction Context in Zendesk
This article shows you three ways you can leverage existing Zendesk features to give agents insights in user intents so they can resolve tickets faster and give better support.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Agent Workspace & Routing
Preview of the new Essentials Card in Zendesk
A quick overview of the new Essentials Card for Zendesk user profiles.
News Roundup
Zendesk Roundup for July 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Knowledge & Insights
Redirect Rules for Zendesk Guide
Use the new Redirect Rules API for Zendesk Guide to redirect customers to other pages instead of finding a 404 error for non-existing urls.
AI Agents & Messaging
Pre-filling custom fields in the Zendesk Bot with Messaging Metadata
This article contains three tutorials that explain how to use the new Messaging Metadata feature in Zendesk to pre-fill fields in your conversation bot flows.
AI Agents & Messaging
Show restricted articles in Zendesk Bots
Show restricted or internal Help Center articles right within your Messaging Widget thanks to this newest addition to Zendesk Bot Builder
News Roundup
Zendesk Roundup for June 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Agent Workspace & Routing
Preview of the new Agent Home
Agent Home is a new way for your Zendesk agents to interact with tickets and conversations that focusses on work to be done in a nice overview. Read the article to read my first impressions!
Agent Workspace & Routing
➕ Sending Automated Messages via WhatsApp with Sunshine Conversations and Zendesk
Learn how to leverage the Sunshine Conversations API included in Zendesk Suite to automatically send out messages to your customers.
AI Agents & Messaging
Digital Voice API powered by Zendesk Messaging
You can now let your customers place calls via the Messaging Widget. This article shows you how, and explains how to integrate Voice with your Zendesk Bot.
News Roundup
Zendesk Roundup for May 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Platform & Security
➕ Bypassing the 24-hour rule for WhatsApp in Zendesk
In this article we'll show you how to bypass the 24-hour WhatsApp limit in Zendesk by leveraging the included Sunshine Conversations API.