Expanded support for variables in the Zendesk Bot
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!
Road to Automation
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.
My approach to Zendesk Triggers
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"
Zendesk Roundup for May 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Automatically deflect Zendesk spam tickets via triggers and webhooks
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.
Preview of the new generative search for Zendesk Knowledge Base and Agent Workspace
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Zendesk Relate: What's available now and show floor impressions
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.
What's new from Zendesk Relate: WFM, QA and Zendesk’s new vision.
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.
What's new from Zendesk Relate: AI Agents and Copilot.
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.
Beyond triggers. Moving to queue only assignment in Zendesk
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Zendesk Roundup for April 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
An introduction to Omnichannel Routing in Zendesk
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.