Routing and Intelligence Custom Objects

Preview: Creating a Pokédex with Zendesk Custom Objects

The awesome people at Zendesk just made the Custom Objects v2 EAP available.So why not build a Pokédex inside Zendesk to get to know the APIs 😉

Thomas Verschoren

Apr 13, 2023 — 1 min read

The awesome people at Zendesk just made the Custom Objects v2 EAP available.
So why not build a Pokédex inside Zendesk to get to know the APIs 😉

I'll publish a full tutorial soon on https://internalnote.com, so subscribe if you want to know more!

I've also started a Wishlist of missing features and improvements:

More info:

What's new for Zendesk SLA Policies: Advanced first reply time metrics.

Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.

SweetHawk: Enhancing Employee Services with Zendesk

My thanks to SweetHawk for sponsoring this month's Internal Note

Getting up to date with Omnichannel Routing in Zendesk

Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.

Collecting SunCo user information for AI Agents powered by Ultimate

Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.

More info:

Read more

What's new for Zendesk SLA Policies: Advanced first reply time metrics.

SweetHawk: Enhancing Employee Services with Zendesk

Getting up to date with Omnichannel Routing in Zendesk

Collecting SunCo user information for AI Agents powered by Ultimate