Platform & Security
No more no-reply
Have the guts to remove your no-reply. It blocks your customers and creates a terrible experience. Replace it with self service, automations and routing.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
Expanded multi-select field support for users, organizations and Custom objects in Zendesk
Zendesk tickets have always been able to store additional data in ticket fields. You've got drop-down, text fields, checkboxes and myriad of other options to store order numbers, preferences, or other related information. Similarly, you can expand user profiles and organizations in Zendesk with
News Roundup
Zendesk Roundup for August 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
Custom Object Placeholders and Object Triggers in Zendesk
This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
AI Agents & Messaging
Managing custom translations in the Zendesk Bot
The new custom translations for the Zendesk Bot make it possible to combine automatic translations for all your flows and answers, while making sure that specific replies or words do not lose their context in a bad translations.
Agent Copilot & Admin Copilot
Preview of the new Agent Copilot for Zendesk
A few months after its announcement at Relate, I finally had to chance to explore the new AI Co-pilot for agents in Zendesk. This article will explore what the Co-pilot can do, how it works and some initial impressions.
AI Agents & Messaging
A hybrid approach to AI Agents powered by Zendesk and Ultimate
In a previous article I explained the Road to Automation and how it can help with automating more your support interactions. This article takes a real scenario and keeps improving the customer experience by leveraging a hybrid approach combining flows, generative replies and API integrations.
News Roundup
Zendesk Roundup for July 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
Quick Look at the Zendesk Relay App for outbound WhatsApp messages
The new Relay app from Zendesk makes sending outbound messages over WhatsApp via Sunshine Conversation available to all Zendesk users without custom coding or development.
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.
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.