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.
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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.