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.
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
Zendesk’s Custom Objects, released last year, enable you to expand platform data, like linking assets or contracts to tickets. Initially, end-users couldn’t interact with custom objects, but a recent update allows you to add Lookup Fields in forms.
In this last article in my AI Summit series I deep-dive in the new Zendesk Voice with its new AI Agent capabilities, Agent Copilot for Voice and Voice QA.