In this final article of the Zendesk Relate 2024 series I'm doing a review of what Zendesk features are available today, and how they fit in the bigger Zendesk product approach. And I wrap things up with some impressions of the show floor.
In today's newsletters I'll write about the to remaining topics: Workforce Management (WFM) and Quality Assessment (QA), and wrapping things up with some comment on Zendesk's new product vision.
Today was the first day of Relate, Zendesk's flagship event where they announce new features, give insights in customer and employee experience trends and showcase their products and customers. This article shows the new Agent Copilot and AI Agents.
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
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This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Zendesk is planning on acquiring Ultimate.ai, a leading AI and ticket automation platform. We've seen plenty of headlines, but what does this actually mean? This article dives into the nitty-gritty and shows what's now possible thanks to this platform expansion!
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
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This article will show you how to handle agent availability in the Zendesk Messaging Widget.
Zendesk introduced a new email verification flow to handle the mapping of authenticated Messaging users and exiting end-user profiles. It's a lot so let's dive in!