
Agent Workspace & Routing
Showing device Information in the customer panel in Zendesk Agent Workspace
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
Problem solver with a passion for Apple sitting behind a Zendesk.
Agent Workspace & Routing
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
Platform & Security
This article offers a solution for scenarios where customers email multiple support addresses in your Zendesk instance and you only see a single ticket being created.
News 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 Agents & Messaging
Zendesk recently added variables, dynamic options and carousels to their Bot Builder. No better way to showcase these new capabilities than building a bot powered by the Avengers!
AI Agents & Messaging
Last months' Relate event was all about Zendesk AI and how it can help you improve your CX or EX experiences. One of the key points notes not only in the main keynote, but also in sessions during the event was the concept of automation and automation rates for your tickets.
Agent Workspace & Routing
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
News Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Platform & Security
From time to time spammers use open API endpoint in Zendesk to flood your inbox with tickets. This article shows an efficient and automatic way to deflect these tickets.
Knowledge & Insights
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Events
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.
Events
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.
Events
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.