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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A few quality of life updates for webhooks in Zendesk
Webhooks in Zendesk automate tasks beyond triggers, integrating with external platforms. Recent updates enable firing webhooks for ticket, user, and org events. This shift, along with features like Action Builder and Copilot, moves Zendesk workflows beyond triggers for better automation.
Zendesk News roundup for April 2025
The biggest news this month has to be the announcement at Zendesk Relate, but alongside the announcements on new Agentic Bots, Action Builder and the knowledge graph, we got some nice updates to Agent Copilot, queue management for messaging and email routing.
Classic mode for Zendesk
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
Preview of the Zendesk Employee Service Suite at Relate
In this second article of my Zendesk Relate 2025 series I dive into the new Employee Service Suite, exploring new features like the Service Catalog and the new Tasks and Approval feature.