# Internal Note
> Internal Note is a strategic blog about Zendesk for teams who already know the platform and want to go further.  It's written by Thomas Verschoren, and explores how Zendesk features fit together, how they behave in real workflows, and what they enable when combined. It shows what is possible today, where the platform is heading, and where the practic
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## Pages
- [About Internal Note](https://internalnote.com/about.md) - Internal Note, a weekly newsletter about Zendesk turning Zendesk into Practice
- [App Builder thoughts](https://internalnote.com/app-builder-thoughts.md) - 💡This is an initial log of feedback not intended to be publicly shared API Previewer App First concept, build an app that shows API output next to tickets for the Zendesk API. Disclaimer, this is an actual app in development/review for the marketplace by my company, so a fun expertise to build thi…
- [Assets and images](https://internalnote.com/assets-and-images.md)
- [Categories](https://internalnote.com/categories.md) - The content on this blog is organised around Zendesk’s Resolution Platform. Each section reflects one of the core layers that power modern, AI-driven customer and employee experiences — from knowledge and procedures to actions, agents, and governance. This structure makes it easier to explore how f…
- [Custom Objects EAP Feedback](https://internalnote.com/custom-objects-eap.md) - Below is a list of feature request and remarks for the Custom Objects EAP.
- [Ask Echo](https://internalnote.com/echo.md) - You can ask Echo to summarise an article, dive into demo flows, or search across articles.
- [Privacy Policy](https://internalnote.com/privacy-policy.md) - 💡Update 2025-12-09 Great news! Zendesk is teaming up directly with Internal Note. More information to come.🔒TLDR: Privacy is a human right. Welcome to Internal Note. Internal Note is a brand name for Thomas Verschoren (“Verschoren” “we,” “our,” and/or “us”). We value the privacy of individuals wh…
- [Terms and Conditions](https://internalnote.com/terms-and-conditions.md) - 💡Update 2025-12-09 Great news! Zendesk is teaming up directly with Internal Note. More information to come. Last updated: Mar 7th, 2023 Welcome to the Internal Note (“Thomas Verschoren”, “we”, “us”, or “our”) Web Site (the “Site”). PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BE…
- [User page view events to trigger custom bot welcome](https://internalnote.com/user-events-to-trigger-bot-welcome.md) - An example flow of how we can leverage PageView events in Zendesk to give a better welcome prompt in Ultimate via uGPT.
- [Subscription confirmation](https://internalnote.com/your-membership.md) - Thanks for subscribing to Internal Note.

## Posts
- [Introducing Lisbon. A Conversational Experience for the Zendesk Help Center](https://internalnote.com/introducing-lisbon.md) - Let's rewind the clock a decade or two. Customer Care at that moment was fairly simple. Customers reached out over email, and an agent replied back to them with an answer. This meant that your customer support workload was equal to the amount of incoming emails. Deflection, or self-service was the…
- [Leveraging the Automation Potential dashboard in Zendesk](https://internalnote.com/automation-potential-dashboard.md) - At Zendesk we've been pushing automation in Customer and Employee service forward. With AI Agents running your conversations autonomously, Copilots assisting your agents and admins, or the new Custom Agents running specialised processes alongside conversations. These agents run across a variety of…
- [New Knowledge Graph Connectors](https://internalnote.com/new-knowledge-graph-connectors.md) - Zendesk is adding six new knowledge connectors: Jira, Contentful, Notion, Amazon S3, Dropbox and Zendesk content from other instances. This and the new support for PDFs expands the available content for AI Agents and Agent Copilot. https://support.zendesk.com/hc/en-us/articles/10735302080666-PDF-su…
- [Combining agentic procedures with embedded templates in AI Agents](https://internalnote.com/embedded-templates.md) - Conversational AI Agents are designed to handle customer conversations from question to resolution autonomously. They can do this by generating answers based on knowledge sources, or they can follow instructions and handle specific, more complex, use cases with logical flows. A customer might ask "…
- [Intelligent Triage available in Suite](https://internalnote.com/intelligent-triage-available-in-suite.md) - Zendesk is making its topic, sentiment, entity and language detection available for all Suite Professional or above customers, giving you automated insights in your conversations. Agent Copilot is still required if you want to leverage these findings in triggers or automations. https://support.zend…
- [Messaging & Sunshine Conversations: the engine under the Resolution Platform](https://internalnote.com/messaging-sunshine-conversations.md) - Most admins and agents using Zendesk never think about Sunshine Conversations. And that is rather the point. It sits underneath the entire conversational experience in Zendesk. It does not show up as a tab in Agent Workspace. It is not a single feature you'll find in Admin Center. But every web wid…
- [New Action Builder connectors](https://internalnote.com/new-action-builde.md) - Zendesk is adding five new action flow connectors: HubSpot, Chargebee, Stripe, Calendly, and GitHub. These let teams handle CRM updates, billing tasks, scheduling, and engineering handoffs directly in Zendesk. https://support.zendesk.com/hc/en-us/articles/10934150610586-Announcing-new-action-builde…
- [Action Platform. The new way of automating Zendesk](https://internalnote.com/automating-with-action-platform.md) - A guide to Zendesk’s shift toward the Action Platform, showing how defaults stay in triggers while routing, integrations, and workflow logic move into Action Builder and Custom Actions.
- [New Admin Copilot recommendation types](https://internalnote.com/new-admin-copilot-recommendation-types.md) - Admin Copilot now surfaces updates to Macro content, as well as improvements for Trust and Safety as part of its recommendations. https://support.zendesk.com/hc/en-us/articles/10621284039962-Announcing-macro-content-suggestions-and-trust-safety-recommendations
- [Enriching Zendesk’s Knowledge Graph With External Sources](https://internalnote.com/knowledge-connectors.md) - Zendesk’s Knowledge Graph turns knowledge into a connected platform layer. This article shows how Federated Search and Knowledge Connectors bring content from Help Centre, websites and internal tools into one graph, then surface, measure and improve it across channels.
- [Testing Zendesk's new Custom Agents](https://internalnote.com/testing-zendesk-custom-agents.md) - Zendesk’s Custom Agents and Agent Builder turn business logic into reusable AI components. For this article I've configured a family of agents that can handle real processes, improve reuse, and simplify automation.
- [Zendesk Relate 2026 - Evolving the Zendesk Resolution Platform](https://internalnote.com/zendesk-relate-2026.md) - Zendesk Relate is the company’s flagship annual event for customer and employee service leaders, bringing together more than 2,000 attendees for three days of keynotes, product sessions, workshops, networking, and customer conversations. This year, the conference is taking place May 18–20 in Denver…
- [Zendesk Relate 2026 - Specialised AI Agents](https://internalnote.com/zendesk-relate-2026-specialised-ai-agents.md) - In the previous article in this series, I laid out the new shape of the Resolution Platform. Resolution sits in the middle. Two flows feed it. The resolution flow handles the customer's question. The learning flow makes the platform better at the next one. This article is about the first flow. The…
- [Zendesk Relate 2026 - Proactive Copilots](https://internalnote.com/zendesk-relate-2026-proactive-copilots.md) - In my introduction to Relate 2026 I described the Resolution Platform as two flows feeding each other. The resolution flow handles a customer's question. The learning flow makes the platform better at handling the next one. The previous article in this series covered the first flow. The Autonomous…
- [Zendesk Relate 2026 - Connected AI systems](https://internalnote.com/zendesk-relate-2026-connected-ai-systems.md) - The previous two articles in this series covered the two sides of the Resolution Platform. AI Agents resolving customer questions. Copilots closing the learning loop. But underneath these processes lies the platform itself. The engine that powers the resolution flow, runs the learning flow, and con…
- [How to embed Zendesk in your customer experience - Integrating Internal Note with Zendesk](https://internalnote.com/how-to-embed-zendesk-in-your-customer-experience-integrating-internal-note-with-zendesk.md) - Most people look at Zendesk, or any other CX platform, and might see it as a standalone environment where their agents interact with customers. And while this might have been true in the early 2000s, it's wrong today. Today, Zendesk functions as a resolution platform. It connects to your content, y…
- [AI Ticket summaries available in Zendesk Suite](https://internalnote.com/ai-ticket-summaries-available-in-zendesk-suite.md) - Capped usage of AI summaries are now available to all Suite Professional or above customers. This way you can test the feature, see the impact at no additional cost. https://support.zendesk.com/hc/en-us/articles/10497898168090-Announcing-Copilot-AI-ticket-summaries-for-Professional-plans-and-above
- [Introducing Admin Copilot. Keep your Zendesk on target.](https://internalnote.com/introducing-admin-copilot.md) - Zendesk Admin Copilot turns admins from manual configuration hunters into strategic operators. It surfaces account-specific insights, recommends fixes, and helps execute changes with approval, closing the loop between data, AI, and action.
- [What's new for Zendesk AI Agents Advanced](https://internalnote.com/whats-new-for-zendesk-ai-agents-advanced.md) - Zendesk is unifying its AI Agent offering and making agentic email GA. This roundup covers every notable AI Agents Advanced release in 2026 so far, from hybrid procedures and knowledge replies to new governance tools and conversation journey reports.
- [Deep-dive into Zendesk Intent Detection](https://internalnote.com/deep-dive-into-zendesk-intent-detection.md) - Manual ticket triage and categorization waste time, delay responses, and limit automation. Zendesk’s AI-powered Intelligent Triage automatically classifies tickets by intent on arrival, enabling faster routing, accurate prioritization, and deeper reporting for smarter support workflows.
- [How to eliminate duplicate tickets and adopt the new AI Agent ticket model for AI Agents Advanced](https://internalnote.com/ai-agent-tickets-for-ai-agents-advanced.md) - Zendesk now creates a ticket for every interaction, unifying AI and human workflows into one ticket throughout the conversation. This might cause duplicates for previous workarounds. The article explains ticket lifecycle changes and how to adapt.
- [Zendesk and Forethought: Turning the Resolution Platform to Eleven](https://internalnote.com/zendesk-and-forethought.md) - Zendesk’s acquisition of Forethought marks a major leap in customer service automation. Combining platform depth with Forethought’s multi-agent AI, Zendesk pioneers a self-improving, omnichannel Resolution Platform that transforms customer support from reactive tickets to proactive processes.
- [Building AI-ready Knowledge in Zendesk](https://internalnote.com/building-ai-ready-knowledge-in-zendesk.md) - Zendesk helps businesses build AI-ready knowledge bases that power faster, consistent, and personalized customer service. By connecting, governing, and optimizing knowledge, Zendesk enables AI Agents and Agent Copilot to automate routine queries and assist agents for better resolutions at scale.
- [Conversation Extensions for Zendesk Messaging and AI Agents](https://internalnote.com/conversation-extensions.md) - Conversation Extensions enhance Zendesk AI Agents by embedding custom web views in conversations, enabling interactive UIs for complex tasks like bookings and refunds. They integrate metadata, support context-driven actions, and improve customer experience offering flexible, reusable solutions.
- [Migrating from legacy objects to the new custom objects in Zendesk](https://internalnote.com/migrating-from-legacy-objects-to-the-new-custom-objects-in-zendesk.md) - Zendesk is retiring Legacy Custom Objects by July 2026, urging migration to new Custom Objects. The modern version offers improved field types, UI integrations, lookup fields, and better data management. Migration involves mapping, exporting, cleaning, and importing data carefully.
- [App Builder for Zendesk: Bridging the gap between support and development](https://internalnote.com/app-builder-for-zendesk.md) - Zendesk’s AI-powered App Builder lets support teams rapidly create custom apps without coding. Integrated seamlessly within Zendesk, it empowers frontline agents and team leads to innovate, streamline workflows, and extend platform capabilities securely and easily.
- [Beyond build vs buy: Leveraging native AI and automation in Zendesk](https://internalnote.com/beyond-build-vs-buy-leveraging-native-ai-and-automation-in-zendesk.md) - Teams customizing Zendesk face a choice: build custom tools with full control but high maintenance, or use native features offering security, stability, and integrated AI automation. Learn how leveraging Zendesk’s built-in extensibility often leads to better scalability, security, and insights.
- [Towards automated resolutions #4: Using data to act, update and resolve](https://internalnote.com/towards-automated-resolutions-4-using-data-to-act-update-and-resolve.md) - Explore Zendesk’s Resolution Platform in part 4 of our series, focusing on Data & Actions. Learn how to harness customer data, automate workflows, and design smart, reusable actions that empower AI Agents and agents to resolve tickets faster and smarter.
- [What's new for Zendesk's Agent Copilot](https://internalnote.com/whats-new-for-zendesks-agent-copilot.md) - Agent Copilot transforms support by shifting agents from manual execution to strategic oversight. By handling repetitive tasks like data retrieval and drafting, it frees your team to focus on human empathy and complex problem-solving. This article dives into what's new!
- [Agentic vs deterministic approaches in Zendesk](https://internalnote.com/agentic-vs-deterministic-approaches-in-zendesk.md) - We're shifting from deterministic rules to agentic AI. While classic workflows provide consistency and rigid logic, agentic procedures adapt to human language and non-linear conversations. Modern CX thrives on a hybrid approach, blending the reliability of rules with the flexibility of AI.
- [Towards automated resolutions #3: Procedures as the blueprint for automation](https://internalnote.com/towards-automated-resolutions-3-procedures-as-the-blueprint-for-automation.md) - Procedures turn your support processes into automated workflows. Use them with an AI Agent for full automation, or as Agent Copilot procedures to guide human agents. Document your processes, identify repetitive steps, and build procedures that close the gap between knowledge and action.
- [Mapping the full lifecycle of a messaging conversation in Zendesk](https://internalnote.com/full-lifecycle-of-a-conversation.md) - Zendesk’s classic email-based ticket lifecycle has evolved into a far more dynamic model shaped by messaging behaviour, conversation states, and AI Agents. This article explains how modern conversations starts and ends, and move between AI and human agents across the full ticket lifecycle.
- [New authentication metadata for AI Agents Advanced](https://internalnote.com/new-authentication-metadata-for-ai-agents-advanced.md) - Unlock memory-rich personalization with Zendesk's new Authentication Metadata. We explore how AI Agents can now natively verify users and access Support IDs without workarounds. Learn to use the new authenticated and zendeskId properties for secure, context-aware automation.
- [Multiple intent handling for AI Agents Advanced](https://internalnote.com/multiple-intent-handling-for-ai-agents-advanced.md) - Zendesk AI Agents now handle multiple intents in a single customer message, resolving each question one by one across both messaging and email. This upgrade reduces failures, avoids unnecessary escalations, and delivers clearer, more complete responses with no setup required.
- [Embedded mode for the Zendesk Widget](https://internalnote.com/embeddable-zendesk-widget.md) - Embeddable mode transforms the Zendesk Widget from a fixed overlay into a flexible, fully integrated component. You can embed it anywhere, split it into separate components, customise its UI, trigger conversations programmatically, and match it to your product’s layout and design.
- [Towards automated resolutions #2: Knowledge as a resolution engine](https://internalnote.com/towards-automated-resolutions-2-knowledge-as-a-resolution-engine.md) - Zendesk is evolving from a Help Centre model to a full knowledge platform. It shows how knowledge powers AI Agents, Agent Copilot and omnichannel experiences, how content adapts per channel, and how tools like Knowledge Builder and Connectors turn knowledge into resolution intelligence.
- [Towards automated resolutions: Designing automated resolution paths in Zendesk](https://internalnote.com/towards-automated-resolutions-designing-automated-resolution-paths-in-zendesk.md) - Customer care is shifting from ticket handling to resolution design. This article explains how Zendesk’s Resolution Platform—combining Agent Copilot, AI Agents, knowledge and context—helps teams build clearer, use-case-driven paths. Part one covers intent classification.
- [Zendesk CX Trends 2026 – From industry insight to Zendesk in practice](https://internalnote.com/zendesk-cx-trends-2026.md) - Zendesk’s 2026 CX Trends reveal where customer experience is heading. This article makes those trends practical, showing how to apply memory-rich AI, instant resolutions, multimodal support, analytics and transparency directly in Zendesk using what’s available today.
- [What's new in Zendesk Security](https://internalnote.com/whats-new-in-zendesk-security.md) - Zendesk strengthened its platform across governance, identity, and data protection. We introduced the Security overview dashboard, improved auth, Department Spaces, and advanced redaction. Read the article for practical steps to modernise APIs and secure your environment at scale.
- [AI Agent tickets in Agent Workspace](https://internalnote.com/ai-agent-tickets-in-agent-workspace.md) - Zendesk now shows AI Agent conversations directly in Agent Workspace. This closes data gaps between human and AI-handled interactions, improves visibility, and simplifies analytics.
- [What's new for Zendesk Custom Objects: filters, attachments and reporting](https://internalnote.com/custom-objects-fall-2025.md) - Zendesk’s Custom Objects gain major upgrades this fall—attachments, access rules, advanced filters, article linking, and Explore reporting. These updates strengthen how AI, data, and workflows connect across the platform, making Custom Objects a cornerstone of modern Zendesk setups.
- [What's new for Employee Services at Zendesk](https://internalnote.com/whats-new-for-employee-services-at-zendesk.md) - This article shows you Zendesk’s new Employee Service suite, featuring AI automation, omnichannel support, custom service catalogs, advanced access controls, and productivity tools—enabling teams like HR and IT to deliver efficient, secure, and streamlined internal employee support.
- [Make Zendesk fit your brand with custom widget themes](https://internalnote.com/custom-widget-themes.md) - Learn how to fully customize your Zendesk Web Widget with the new theming API. Go beyond Admin Center's basic options to create per-page themes, support dark mode, and match your brand perfectly. Includes a free theme builder tool and code examples for context-specific widget styling.
- [Updates to Agent Copilot summaries in Zendesk](https://internalnote.com/updates-to-agent-copilot-summaries-in-zendesk.md) - Zendesk’s new ticket summaries make it easier to grasp a conversation at a glance — now available in views, reports, and via API. And with a bit of Action Builder magic, you can even automate summarisation for solved tickets.
- [What's new from the Zendesk AI Summit 2025](https://internalnote.com/zendesk-ai-summit-2025.md) - Zendesk held its annual AI Summit in October, unveiling the next evolution of its Resolution Platform. This article explores every announcement and breaks down how AI Voice, Action Builder, Knowledge Builder, and new analytics shape the future of support across four major themes.
- [Zendesk News Roundup for October 2025](https://internalnote.com/zendesk-news-roundup-for-october-2025.md) - Zendesk October updates: unified navigation across apps, ISO 42001 AI certification, AI Agents expand to email/webforms, intelligent voice triage, dynamic lookup filters, record-level permissions, and improved brand and user management for smoother, more consistent workflows.
- [Generative email replies with AI Agent Essentials in Zendesk](https://internalnote.com/generative-email-replies.md) - Zendesk expands generative replies to email, replacing static auto-replies with AI-crafted answers from Help Center content. Customers get faster resolutions, agents save time, and teams can evolve toward AI Agent Advanced for contextual, multi-source automation.
- [Moving from manual ticket categorization to AI-powered intent detection in Zendesk](https://internalnote.com/moving-from-manual-ticket-categorization-to-ai-powered-intent-detection-in-zendesk.md) - Migrating from ticket field categories to Zendesk Intents isn’t hard. By reviewing existing categories, refining and renaming intents, adding custom ones, and validating results, you can replace manual tagging with AI-powered triage for faster, smarter customer support.
- [Resolution Platform Pricing: From Seats to Solutions](https://internalnote.com/resolution-platform-pricing-from-seats-to-solutions.md) - Zendesk’s pricing evolved from standalone tools to Suite and now toward outcome-based AI pricing. As AI Agents reshape support, Zendesk is testing resolution-based pricing that rewards automation, simplifies cost modeling, and aligns incentives between platform and customer.
- [Zendesk Messaging authentication in the Help Center](https://internalnote.com/messaging-authentication-in-the-help-center.md) - Zendesk Messaging authentication just got simpler. A new Help Center setting lets the widget inherit user login status—no custom code needed. This article breaks down the setup, advanced use cases, how AI Agents can personalize replies, and the complex identity mapping that powers it all.
- [Zendesk News Roundup for September 2025](https://internalnote.com/zendesk-news-roundup-for-september-2025.md) - September’s Zendesk News roundup covers GPT-5 adoption, AI Agent instructions, Copilot upgrades, omnichannel routing with department spaces, generative search in Help Center, translation exclusions, security updates, 2SV rollout, and the deprecation of SunCo API wrappers.
- [Automated ticket redaction via triggers in Zendesk](https://internalnote.com/automated-ticket-redaction.md) - Zendesk’s new trigger-based redaction automates the removal of personal data, solving the privacy risks of manual oversight. Combined with Redaction Suggestions from the ADPP add-on, this update enables safer workflows, fewer manual steps, and smarter data hygiene for customer support teams.
- [Moving Toward Value-Added Conversations in Zendesk](https://internalnote.com/value-added-conversations.md) - Not all tickets are equal. Some are simple and repetitive, others complex but strategic. Zendesk’s AI tools help map automation effort to business value — automating FAQs, guiding tasks, integrating live data, and supporting high-value human-led conversations where it counts most.
- [Instructions for Zendesk Agent Copilot auto-assist](https://internalnote.com/instructions-for-agent-copilot.md) - Zendesk’s Agent Copilot gets a major upgrade with Instructions—a new feature guiding agents through manual steps when automation isn’t viable. Combined with suggested replies and next actions, Copilot now supports hybrid workflows, streamlining both digital and physical processes.
- [Zendesk News Roundup for August 2025](https://internalnote.com/zendesk-news-roundup-for-august-2025.md) - Zendesk’s summer updates bring sweeping changes: a revamped Resolution platform, deep AI integrations, and major product rebrands. I reorganized my blog into 10 new categories and reflected on my content—strong in automation, but lacking coverage of analytics, QA, and workforce management.
- [What’s new in Zendesk AI for the Help Center](https://internalnote.com/whats-new-in-zendesk-ai-for-the-help-center.md) - Zendesk’s Help Center evolves with AI tools like Generative Search, Article Summaries, and Translation. Writing tools help teams expand, simplify, or rephrase content, while Knowledge Builder (announced at Relate 2025) promises future automation of knowledge creation from tickets.
- [Make API requests in Zendesk work with Agent Copilot](https://internalnote.com/api-requests-agent-copilot.md) - Agent Copilot’s auto-assist only triggers on customer-created requests. If tickets are created via the Zendesk API or by agents (e.g. Employee Service), Copilot may not respond. The fix? Use the /requests.json endpoint to ensure proper behavior across email, messaging, and API-generated tickets.
- [What's new with Custom Objects in Zendesk](https://internalnote.com/whats-new-with-custom-objects-in-zendesk.md) - Zendesk’s Custom Objects just got more practical with small but powerful updates: sortable views, renamable fields, auto-naming, event logs, and image support. These fill key gaps from the initial launch, making the feature far more usable in real-world workflows.
- [Creating callback requests via Zendesk AI Agents](https://internalnote.com/creating-callback-requests-via-zendesk-ai-agents.md) - This article showcases a custom Zendesk AI Agent use case: enabling callback requests via Messaging. By combining Voice, API integrations, and phone validation, it bridges native gaps and lets customers request a call—fully automated, no agent needed to start.
- [Zendesk News Roundup for July 2025](https://internalnote.com/zendesk-news-roundup-for-july-2025.md) - Zendesk continues its summer rollout with major updates across AI, Messaging, Agent Workspace, Help Center, triggers, and platform tools. Highlights include generative email replies, context-aware workspaces, redaction via triggers, and API/UI overhauls. Omnichannel Routing evolves fast.
- [Generative email replies for AI Agents Advanced in Zendesk](https://internalnote.com/generative-email-replies-for-ai-agents-advanced-in-zendesk.md) - Zendesk’s generative replies for email allow AI Agents to send tailored, inline responses to customer emails using Help Center and custom knowledge sources. Unlike static article suggestions, these smart replies automate support while preserving tone, pacing, and fallback options for complex issues.
- [Managing Queues, Wait Time and Sending Reminders in Zendesk Messaging](https://internalnote.com/managing-queues-wait-time-and-sending-reminders-in-zendesk-messaging.md) - Zendesk Messaging now includes native wait time and queue position indicators, plus automated customer reminders for pending replies. These enhancements simplify setup, improve responsiveness, and help manage asynchronous conversations more effectively across all messaging channels.
- [The Evolution of Ticket Access Control in Zendesk: From Brands to Department Spaces](https://internalnote.com/department-spaces.md) - Zendesk introduces Department Spaces, shifting ticket access from groups to brands. This simplifies multi-brand and internal service setups, improves privacy, and streamlines routing with queues—strengthening Zendesk as a platform for both customer and employee support.
- [Zendesk News roundup for June 2025](https://internalnote.com/zendesk-news-roundup-for-june-2025.md) - Zendesk’s latest updates span event highlights (London Showcase), AI evolution (reasoning bots, intent models), product changes (Action Builder, messaging nudges), platform upgrades (editor revamp, 2FA), and pricing shifts toward usage-based models—all driving smarter, scalable support.
- [Connecting AI Agents Essentials and Advanced to channels](https://internalnote.com/connecting-ai-agents-essentials-and-advanced-to-channels.md) - 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](https://internalnote.com/leveraging-custom-ticket-fields-in-action-builder.md) - 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.
- [From Triggers to Flows: How Action Builder Automates the Support Process](https://internalnote.com/preview-action-builder.md) - 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.
- [Zendesk News roundup for May 2025](https://internalnote.com/zendesk-news-roundup-for-may-2025.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Zendesk Agentic AI Agent with adaptive reasoning](https://internalnote.com/agentic-ai-agent-with-adaptive-reasoning.md) - At Relate 2025 Zendesk announced their new AI Agents with Adaptive Reasoning. These more powerful variants use a new third generation model that move AI Agents away from hand built flows towards more descriptive procedures. This article gives an overview of what's possible now.
- [Deep dive into Zendesk Agent Copilot actions and procedures](https://internalnote.com/deep-dive-into-zendesk-agent-copilot-actions-and-procedures.md) - This article walks through building a Zendesk Agent Copilot flow from scratch, using ticket fields, actions, and external APIs. It showcases a movie streaming lookup service, illustrating how to structure procedures, handle customer input, and automate workflows for a seamless support experience.
- [A few quality of life updates for webhooks in Zendesk](https://internalnote.com/a-quality-of-life-updates-for-webhooks-in-zendesk.md) - 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](https://internalnote.com/zendesk-news-roundup-for-april-2025.md) - 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](https://internalnote.com/classic-mode-for-zendesk.md) - 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](https://internalnote.com/zendesk-employee-service-suite.md) - 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.
- [Product Innovations from Zendesk Relate 2025](https://internalnote.com/product-innovations-from-zendesk-relate-2025.md) - In this first article of my Relate 2025 coverage I dive into the new Zendesk Resolution Platform, covering elements like the new Adaptive Reasoning for AI Agents, Action builder, Quick answer and many many more new announcements.
- [Zendesk Dark Mode - Do not underestimate the power of the Dark side](https://internalnote.com/zendesk-dark-mode.md) - Zendesk announced support for Dark mode in Agent Workspace.
- [Zendesk LMS Conversation Simulator App](https://internalnote.com/zendesk-lms-conversation-training-app.md) - In this article I'll review Zendesk's new LMS Conversation Simulator app and explore its capabilities for training new agents, setting up demo environments or validating your Zendesk setup.
- [Redaction suggestions powered by Zendesk's Advanced Data Privacy and Protection add-on](https://internalnote.com/redaction-suggestions-powered-by-zendesks-advanced-data-privacy-and-protection-add-on.md) - This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
- [Zendesk News roundup for March 2025](https://internalnote.com/zendesk-news-roundup-for-march-2025.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Handling languages in Ultimate with the Messaging Widget](https://internalnote.com/handling-languages-in-ultimate-with-the-messaging-widget.md) - This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
- [Working with custom fields in Zendesk Messaging and AI Agents](https://internalnote.com/working-with-custom-fields-in-zendesk-messaging-and-ai-agents.md) - In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
- [What's new for Zendesk AI Agents, essentials and advanced](https://internalnote.com/new-ai-agents.md) - In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
- [Preview of the new App Builder for Zendesk](https://internalnote.com/preview-of-the-new-app-builder-for-zendesk.md) - In this article we explore the new Zendesk App Builder which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
- [Zendesk News roundup for February 2025](https://internalnote.com/zendesk-news-roundup-for-february-2025.md) - The second news roundup of 2025 offers an overview of the new Service Catalog, improvements to Agent Copilot, plenty of new security and platform features and a sneak peak at the new AI Agents Essential and Advanced.
- [Zendesk CX Trends 2025](https://internalnote.com/zendesk-cx-trends-2025.md) - In this article I dive into Zendesk's CX Trends report.
- [Expanded support for Messaging Session State in Zendesk Triggers](https://internalnote.com/expanded-suppo-triggers-in-zendesk.md) - With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
- [Using a tiered uGPT approach for Ultimate Bots](https://internalnote.com/tiered-ugpt.md) - In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
- [Google White Paper on AI Agents and how it compares to Zendesk's offering](https://internalnote.com/google-white-paper-on-ai-agents-and-how-it-compares-to-zendesks-offering.md) - This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
- [Setting up deletion schedules for ticket and bot conversations in Zendesk](https://internalnote.com/setting-up-deletion-schedules-for-ticket-and-bot-conversations-in-zendesk.md) - This article dives into Zendesk Deletion Schedules for tickets and bot conversations. It shows what's possible, how to setup the schedules and explains certain limitations.
- [Zendesk Agent Copilot hackathon together with Next Matter](https://internalnote.com/agent-copilot-with-next-matter.md) - What happens if you combine Zendesk Agent Copilot, a partner like Next Matter and Internal Note? This article tells the story of our hackathon last December.
- [Zendesk News Roundup for January 2025](https://internalnote.com/zendesk-news-roundup-for-january-2025.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Year in review - The Zendesk 2024 Scorecard](https://internalnote.com/zendesk-2024-scorecard.md) - At the end of 2024 it's time to reflect back on a year of Zendesk updates, and look forward to our expectations for next year. This scorecard is a full overview of everything new in Zendesk, rated by both me and partners in the Zendesk ecosystem.
- [What's new for Zendesk SLA Policies: Advanced first reply time metrics.](https://internalnote.com/whats-new-for-zendesk-sla-policies-advanced-first-reply-time-metrics.md) - 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.
- [Getting up to date with Omnichannel Routing in Zendesk](https://internalnote.com/omnichannel-routing-update.md) - 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](https://internalnote.com/ultimate-sunco-user-information.md) - 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.
- [Zendesk News Roundup for December 2024](https://internalnote.com/zendesk-news-roundup-for-december-2024.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Zendesk Entity Detection for Intelligent Triage (EAP)](https://internalnote.com/entity-detection.md) - The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
- [Customizable CSAT API](https://internalnote.com/customizable-csat-api.md) - In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
- [Using Switchboard to combine Zendesk Bots and AI Agents powered by Ultimate](https://internalnote.com/using-switchboard-to-combine-zendesk-bots-and-ai-agents-powered-by-ultimate.md) - Zendesk AI agents come in two flavors. The native Zendesk Bot, and a more powerful one powered by Ultimate. But how do you combine both technologies in one Zendesk instance? This article will explain you how!
- [Filter custom ticket statuses per form.](https://internalnote.com/form-based-custom-statuses.md) - Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
- [Zendesk News Roundup for November 2024](https://internalnote.com/roundup-2024-11.md) - Following the releases at the AI Summit, Zendesk released new Messaging features, including multi-conversations and the ability to suspend users. The Admin Center received updates with new dashboards and the ability to categorize views, and plenty of fun new APIs were released.
- [Multiple Conversations in the Zendesk Messaging Widget](https://internalnote.com/multi-conversations.md) - 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.
- [Using Messaging triggers: Customer Wait Time & Messaging CSAT](https://internalnote.com/messaging-triggers-customer-wait-time-and-messaging-csat.md) - 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.
- [End-User access for Custom Objects and Lookup Fields](https://internalnote.com/end-user-access-for-custom-objects.md) - 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.
- [AI Summit - the new Zendesk Voice](https://internalnote.com/ai-summit-the-new-zendesk-voice.md) - 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.
- [AI Summit - Agent Copilot](https://internalnote.com/ai-summit-agent-copilot.md) - The new Agent Copilot was released at the Zendesk AI summit featuring a brand new auto-assist mode, revamped Agent Workspace and is there to proactively assist your agents throughout their workday. This article will give you an overview of what's possible today!
- [AI Summit - the new Omnichannel AI Agents](https://internalnote.com/ai-summit-ai-agents.md) - In this second article on the AI Summit, I dive into Zendesk’s Omnichannel Agents, highlighting the new AI Agent builder, enhanced email automation, zero-training setup, and better bot behavior controls. These updates simplify setup and improve customer interactions across channels.​
- [An overview of the Zendesk AI Summit announcements](https://internalnote.com/zendesk-ai-summit-announcements.md) - Zendesk presented their latest releases at their AI Summit this week. New announcements include Omnichannel AI Agents, the new Zendesk Voice, Agent Copilot and improvements for Zendesk QA. Read my deep dive article to learn more!
- [A History of Zendesk chat and messaging channels](https://internalnote.com/history-of-zendesk-messaging.md) - Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.
- [Zendesk News Roundup for October 2024](https://internalnote.com/roundup-2024-10.md) - Welcome to October’s Internal Note! This issue started light—until Zendesk dropped a dozen features late last week. Explore updates like the Zendesk QA redesign, the rollout of Agent Home with tips and tricks, improvements to omnichannel routing, and more exciting new features!
- [Preview of the new cards for Custom Objects](https://internalnote.com/essentials-card-for-custom-objects.md) - Zendesk’s new Essentials Card lets you customize user profiles next to tickets, and now, Custom Object Cards do the same. You can reorder, hide, or add fields to streamline your agents’ view. A simple yet customizable update to enhance the agent experience.
- [Handling duplicate tickets](https://internalnote.com/merging-tickets.md) - This article explores ways to merge duplicate tickets from the same user. Customers often submit multiple requests via various channels, slowing response times. Solutions include using the Customer Context Panel, Zendesk AI-based Merge Suggestions, or automating ticket merges.
- [Automating article attachments with the Guide Media API and Zapier](https://internalnote.com/automating-article-attachments-with-the-guide-media-api-and-zapier.md) - This article explains Zendesk’s new Media Gallery for Help Center articles, allowing you to manage images across multiple articles. We show off the Media Library API, which enables automated uploads from external tools like Google Drive using Zapier, improving workflow efficiency for teams.
- [Zendesk Roundup for September 2024](https://internalnote.com/roundup-2024-09.md) - The months' roundup provides a preview of the upcoming AI summit and shows the new messaging tag triggers, improved Agent Workspace with rich message support, expanded Intelligent Triage channels, and refined omnichannel routing, alongside insights on outcome-based pricing for AI agents.
- [Sending out automated pending reminders via Zendesk Messaging](https://internalnote.com/bump-bump-solve-for-messaging.md) - This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.
- [No more no-reply](https://internalnote.com/no-noreply.md) - Have the guts to remove your no-reply. It blocks your customers and creates a terrible experience. Replace it with self service, automations and routing.
- [Expanded multi-select field support for users, organizations and Custom objects in Zendesk](https://internalnote.com/multi-select-support-for-users-organizations-and-custom-objects-in-zendesk-2.md) - Zendesk tickets have always been able to store additional data in ticket fields. You've got drop-down, text fields, checkboxes and myriad of other options to store order numbers, preferences, or other related information. Similarly, you can expand user profiles and organizations in Zendesk with sim…
- [Zendesk Roundup for August 2024](https://internalnote.com/roundup-2024-08.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Custom Object Placeholders and Object Triggers in Zendesk](https://internalnote.com/custom-object-placeholders.md) - This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
- [Managing custom translations in the Zendesk Bot](https://internalnote.com/managing-custom-translations-in-the-zendesk-bot.md) - The new custom translations for the Zendesk Bot make it possible to combine automatic translations for all your flows and answers, while making sure that specific replies or words do not lose their context in a bad translations.
- [Preview of the new Agent Copilot for Zendesk](https://internalnote.com/preview-copilot.md) - A few months after its announcement at Relate, I finally had to chance to explore the new AI Co-pilot for agents in Zendesk. This article will explore what the Co-pilot can do, how it works and some initial impressions.
- [A hybrid approach to AI Agents powered by Zendesk and Ultimate](https://internalnote.com/hybrid-approach.md) - In a previous article I explained the Road to Automation and how it can help with automating more your support interactions. This article takes a real scenario and keeps improving the customer experience by leveraging a hybrid approach combining flows, generative replies and API integrations.
- [Zendesk Roundup for July 2024](https://internalnote.com/roundup-2024-07.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Quick Look at the Zendesk Relay App for outbound WhatsApp messages](https://internalnote.com/relay-app.md) - The new Relay app from Zendesk makes sending outbound messages over WhatsApp via Sunshine Conversation available to all Zendesk users without custom coding or development.
- [Showing device Information in the customer panel in Zendesk Agent Workspace](https://internalnote.com/device-information.md) - The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
- [Handling multiple support addresses in a support email](https://internalnote.com/multiple-recipients.md) - This article offers a solution for scenarios where customers email multiple support addresses in your Zendesk instance and you only see a single ticket being created.
- [Zendesk Roundup for June 2024](https://internalnote.com/roundup-2024-06.md) - Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
- [Expanded support for variables in the Zendesk Bot](https://internalnote.com/expanded-bot-variables.md) - Zendesk recently added variables, dynamic options and carousels to their Bot Builder. No better way to showcase these new capabilities than building a bot powered by the Avengers!
- [Road to Automation](https://internalnote.com/road-to-automation.md) - Last months' Relate event was all about Zendesk AI and how it can help you improve your CX or EX experiences. One of the key points notes not only in the main keynote, but also in sessions during the event was the concept of automation and automation rates for your tickets.

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