Agent Efficiency
Build a Task Manager in Zendesk Support via Custom Ticket Statuses
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Agent Efficiency
Custom Ticket Status API exploring
Exploring the technical side of Custom Statusses
Agent Efficiency
Bump bump solve with Custom Statuses
Not every ticket can be solved with a single reply. Agents often need more information from customers in order to get the full context and reply with an answer. Or, even if all info is there, they need confirmation that their suggestions worked before the ticket can be solved.
Routing and Intelligence
Shortcomings of Zendesk Webhooks
🥳Update 2023-03-30 Zendesk fixed all issues mentioned in this article. See the Announcement or read the article below.Expanded API Support via Custom Authentication for Zendesk WebhooksZendesk announced Custom Headers and API Key support for its Webhooks. And fixed my previous list of shortcomings
AI Agent
Flow Builder - Ask for details
The new Ask For Details option in Flow Builder allows you to pull in contextual information via API into your Zendesk Chat Bot.
AI Agent
Custom Launcher for Zendesk Messaging and Unread Counts
Zendesk recently added the ability to their Messaging Widget to use Custom Launchers. This article shows you how to easily implement it.
AI Agent
Customize and brand your Classic Zendesk Widget
Zendesk has a nice Web Widget to embed your contact channels and FAQ on any page of your website creating a consistent experience that aligns with your brand.
Agent Efficiency
ticket.sendMessage() for Support Apps
Zendesk added a new action for Zendesk Apps that allows for sending messages to customers automatically on behalve of agents. This post contains an example demo app that showcases this new feature.
AI Agent
Classic Web Widget Authentication
You can authenticate your Zendesk Web Widget to identify your users, and to make restricted Help Center content available to users.
AI Agent
Authenticate Zendesk Messaging
Zendesk recently added the ability to authenticate users in the Zendesk Messaging Web and Mobile SDK. This article shows how to set it up with sample code.
AI Agent
Zendesk Flow Builder API Call
Zendesk announced the ability to add an API call step to their Messaging Flow Builder. This allows you to get external data and show it your users. So what's possible? Let's build a quick mockup and find out!
Designing Relate 2020
What WWDC is for Apple users, Relate events are to Zendesk users. I’ve done a couple in London and they were always a delightful combination of tons information, both technical and commercial, good speakers and a nice calming design. Pity/understandable that this one was cancelled due to COVID, fro