AI Agent
Restarting a Zendesk Messaging Conversation
This tutorial shows you how to build an Answer flow for Zendesk Messaging that allows visitors to restart the conversation.
Thomas Verschoren
Problem solver with a passion for Apple sitting behind a Zendesk.
AI Agent
Answer Linking for the Zendesk Bot
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 CX Trends 2024
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
Zendesk Security Checklist
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
Managing Storage Limits in Zendesk
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!
Zendesk Roundup
Zendesk Roundup for January 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Announcements
End of Year
Welcome to my last newsletter of the year. This one will not contain any Zendesk news or updates, but will be a bit more of a meta, personal end-of-year update.
Agent Efficiency
Preview of the new Generative AI for Zendesk Voice
What happens if you give Zendesk AI for Voice one of IT Crowd's most confusing customer care interactions? Read the article to see the results!
AI Agent
Dynamic Conversation Experiences in the Zendesk Bot
This article will showcase the new Dynamic Conversation features for the Zendesk Bot by building a Movie Bot that shows information about movies to your customers
Zendesk Roundup
Zendesk Roundup for November 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Insights
Customer Service Trends 2024 - Zendesk Scorecard
Ultimate has released their Customer Service Trends Report 2024 today. Let's see how close Zendesk aligns with their trends.
Agent Efficiency
Zendesk Custom Objects - Part 4: End-User and Forms
This is a four-part series on Zendesk's new Custom Objects feature. The articles cover setup, data import, using Custom Objects in forms and with agents, expanding user profiles, and displaying Custom Objects in Help Center forms.