News Roundup
Zendesk Roundup for January 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Agent Workspace & Routing
Crisis Management via Zendesk
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume. Agents get overwhelmed by the amount of backlog and customers get frustrated. Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents. Learn how.
Platform & Security
Webhooks for User and Organisation events
Zendesk recently launched an expansion on their webhooks functionality that allows you to subscribe to changes in Users and Organizations and act upon those actions. In this article we'll show how you can auto-complete agent profiles with a signature, alias and profile image upon creation.
Platform & Security
Update a requester name via webhooks and custom fields
Update a requesters' profile based on form field input.
Agent Workspace & Routing
Build a Task Manager in Zendesk Support via Custom Ticket Statuses
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Agent Workspace & Routing
Custom Ticket Status API exploring
Exploring the technical side of Custom Statusses
Agent Workspace & Routing
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.
Platform & Security
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 Agents & Messaging
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.
Platform & Security
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 Agents & Messaging
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.
Platform & Security
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.