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!
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.
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.
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.
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.
This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.
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.
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
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This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
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.
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.