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.
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Connecting AI Agents Essentials and Advanced to channels
Zendesk improved AI Agent management by introducing a new channel manager UI for AI Agents Advanced, removing the need for Switchboard API use. It simplifies linking bots to channels, especially in mixed or transitional setups, but key inconsistencies between Essentials and Advanced remain.
Leveraging Custom Ticket Fields in Action Builder
This article shows how to enhance Zendesk Action Builder flows by using custom API Actions to retrieve ticket and user data, including custom fields. It outlines how to connect, authenticate, and use this data to build smarter, more contextual flows—even before native support is available.
GrowthDot – Helping Teams Support, Sell, and Scale in Zendesk (sponsor)
Helping you do more in Zendesk—GrowthDot’s powerful apps for growing teams and better support.
From Triggers to Flows: How Action Builder Automates the Support Process
Zendesk’s Action Builder introduces visual, logic-driven automation flows to replace complex trigger setups. This article explores how Action Builder simplifies business rules, integrates with external platforms, and signals a shift from reactive to process-oriented CX in Zendesk.