Problem solver with a passion for Apple sitting behind a Zendesk.
Insights
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
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Agent Availability
This article will show you how to handle agent availability in the Zendesk Messaging Widget.
AI Agent
Zendesk introduced a new email verification flow to handle the mapping of authenticated Messaging users and exiting end-user profiles. It's a lot so let's dive in!
Automations
Zendesk offers robust triggers and automations to modify tickets. For complex tasks like copying field data, Zendesk's Webhooks can execute API calls for advanced modifications. This article explains how to utilize these tools.
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
AI Agent
This tutorial shows you how to build an Answer flow for Zendesk Messaging that allows visitors to restart the conversation.
AI Agent
As a first big release for the Zendesk Bot this year, Zendesk is introducing Answer Linking, which can turn answers into reusable blocks!
Insights
Zendesk just launched their Trends Report for 2024 giving insight into where Customer Experience and support is moving towards this year. I've written up my own overview of the trends and how I see the product moving forward influenced by these trends.
Insights
One of the big Trends for 2024 is the idea that security no longer is an add-on but should be seamlessly incorporated throughout the customer journey. To get started the right way, I've written a Zendesk Security Checklist. It's a practical approach to improve the security of your Zendesk instance.
Insights
This article gives insights in how to manage your data usage limits in Zendesk, how to bulk delete specific tickets and how to remove attachments to keep your data usage under the allowed limits and reduce the risk of paying more!