Problem solver with a passion for Apple sitting behind a 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
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
This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
AI Agents & Messaging
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
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
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
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
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
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!