Sponsor
Swifteq - Zendesk apps for faster support & superior self-service (sponsor)
My thanks for SwiftEq for sponsoring this month's Internal Note newsletter.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Zendesk AI
Preview of the new generative search for Zendesk Knowledge Base and Agent Workspace
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Insights
Zendesk Relate: What's available now and show floor impressions
In this final article of the Zendesk Relate 2024 series I'm doing a review of what Zendesk features are available today, and how they fit in the bigger Zendesk product approach. And I wrap things up with some impressions of the show floor.
Insights
What's new from Zendesk Relate: WFM, QA and Zendesk’s new vision.
In today's newsletters I'll write about the to remaining topics: Workforce Management (WFM) and Quality Assessment (QA), and wrapping things up with some comment on Zendesk's new product vision.
Insights
What's new from Zendesk Relate: AI Agents and Copilot.
Today was the first day of Relate, Zendesk's flagship event where they announce new features, give insights in customer and employee experience trends and showcase their products and customers. This article shows the new Agent Copilot and AI Agents.
Agent Efficiency
Beyond triggers. Moving to queue only assignment in Zendesk
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Zendesk Roundup
Zendesk Roundup for April 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Agent Efficiency
An introduction to Omnichannel Routing in Zendesk
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
Sponsor
SweetHawk - Zendesk apps that give you superpowers! (sponsor)
My thanks for SweetHawk for sponsoring this month's Internal Note newsletter.
Agent Efficiency
How to get the most out of Agent Home for Zendesk
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Insights
Zendesk acquires Ultimate: an in-depth overview of what the platform will gain
Zendesk is planning on acquiring Ultimate.ai, a leading AI and ticket automation platform. We've seen plenty of headlines, but what does this actually mean? This article dives into the nitty-gritty and shows what's now possible thanks to this platform expansion!
Agent Efficiency
Escalating a customer request to a Zendesk Help Center form for more information.
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.