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.
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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.
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
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.
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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!
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.
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
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From time to time spammers use open API endpoint in Zendesk to flood your inbox with tickets. This article shows an efficient and automatic way to deflect these tickets.
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.