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.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Platform & Security
Handling multiple support addresses in a support email
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
Zendesk Roundup for June 2024
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
Expanded support for variables in the Zendesk Bot
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
Road to Automation
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
My approach to Zendesk Triggers
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
Zendesk Roundup for May 2024
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
Automatically deflect Zendesk spam tickets via triggers and webhooks
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
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.
Events
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.
Events
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.
Events
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.