Knowledge Base
Federated search is a feature that allows customers to search for information across multiple platforms and websites simultaneously, creating a seamless search experience. This article shows how how to setup automatic or manual indexing of records.
Knowledge Base
This article shows you how to make articles available to logged in users only, but still make them available in search by showing an excerpt of the article.
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Routing and Intelligence
Lookup Relationship fields are a recently added features that expands the existing user, organization and ticket fields with a new type. This new field type allows you to interlink Zendesk objects and create relationships. In this article we build a complete use case.
Routing and Intelligence
Zendesk Sunshine Events allows you to enrich your customer profiles and give context by building a timeline of your customers’ actions by adding events from external systems. This tutorial shows you how.
Knowledge Base
One of the lesser known and used APIs in Zendesk's arsenal is the Answer Bot API. It allows platforms to replicate the behaviour of their bot in any app or website. Or an Apple HomePod..
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Agent Efficiency
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume. Agents get overwhelmed by the amount of backlog and customers get frustrated. Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents. Learn how.
Routing and Intelligence
Zendesk recently launched an expansion on their webhooks functionality that allows you to subscribe to changes in Users and Organizations and act upon those actions. In this article we'll show how you can auto-complete agent profiles with a signature, alias and profile image upon creation.
Routing and Intelligence
Update a requesters' profile based on form field input.
Agent Efficiency
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Agent Efficiency
Exploring the technical side of Custom Statusses