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.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
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.
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.
Custom Objects
End-User access for Custom Objects and Lookup Fields
Zendesk’s Custom Objects, released last year, enable you to expand platform data, like linking assets or contracts to tickets. Initially, end-users couldn’t interact with custom objects, but a recent update allows you to add Lookup Fields in forms.
AI Summit
AI Summit - the new Zendesk Voice
In this last article in my AI Summit series I deep-dive in the new Zendesk Voice with its new AI Agent capabilities, Agent Copilot for Voice and Voice QA.
Zendesk AI
AI Summit - Agent Copilot
The new Agent Copilot was released at the Zendesk AI summit featuring a brand new auto-assist mode, revamped Agent Workspace and is there to proactively assist your agents throughout their workday. This article will give you an overview of what's possible today!
Insights
AI Summit - the new Omnichannel AI Agents
In this second article on the AI Summit, I dive into Zendesk’s Omnichannel Agents, highlighting the new AI Agent builder, enhanced email automation, zero-training setup, and better bot behavior controls. These updates simplify setup and improve customer interactions across channels.