Agent Efficiency
Not every ticket can be solved with a single reply. Agents often need more information from customers in order to get the full context and reply with an answer. Or, even if all info is there, they need confirmation that their suggestions worked before the ticket can be solved.
Routing and Intelligence
🥳Update 2023-03-30 Zendesk fixed all issues mentioned in this article. See the Announcement or read the article below.Expanded API Support via Custom Authentication for Zendesk WebhooksZendesk announced Custom Headers and API Key support for its Webhooks. And fixed my previous list of shortcomings
AI Agent
The new Ask For Details option in Flow Builder allows you to pull in contextual information via API into your Zendesk Chat Bot.
AI Agent
Zendesk recently added the ability to their Messaging Widget to use Custom Launchers. This article shows you how to easily implement it.
AI Agent
Zendesk has a nice Web Widget to embed your contact channels and FAQ on any page of your website creating a consistent experience that aligns with your brand.
Agent Efficiency
Zendesk added a new action for Zendesk Apps that allows for sending messages to customers automatically on behalve of agents. This post contains an example demo app that showcases this new feature.
AI Agent
You can authenticate your Zendesk Web Widget to identify your users, and to make restricted Help Center content available to users.
AI Agent
Zendesk recently added the ability to authenticate users in the Zendesk Messaging Web and Mobile SDK. This article shows how to set it up with sample code.
AI Agent
Zendesk announced the ability to add an API call step to their Messaging Flow Builder. This allows you to get external data and show it your users. So what's possible? Let's build a quick mockup and find out!
What WWDC is for Apple users, Relate events are to Zendesk users. I’ve done a couple in London and they were always a delightful combination of tons information, both technical and commercial, good speakers and a nice calming design. Pity/understandable that this one was cancelled due to COVID, fro
ZAT
This Github Action creates or updates an existing app in your Zendesk instance after a successful commit in your GitHub repository. Zendesk App Tools - Deploy Apps - GitHub MarketplaceCreate or Update an existing app in a Zendesk instance. Requires a .zat fileGitHub Checkout the YouTube video belo
Routing and Intelligence
Zendesk Talk is Zendesk’s integration VOIP solution. We use it at the office for both incoming support calls from our clients as well as, naturally, outgoing calls. Now weirdly, Zendesk does not offer a mobile app for their phone solution. They have great apps for Support and Sell, but you can’t ac