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!
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.
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.
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.
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!
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.
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!
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.
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!