Custom Object Placeholders and Object Triggers in Zendesk
This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
Managing custom translations in the Zendesk Bot
The new custom translations for the Zendesk Bot make it possible to combine automatic translations for all your flows and answers, while making sure that specific replies or words do not lose their context in a bad translations.
Preview of the new Agent Copilot for Zendesk
A few months after its announcement at Relate, I finally had to chance to explore the new AI Co-pilot for agents in Zendesk. This article will explore what the Co-pilot can do, how it works and some initial impressions.
A hybrid approach to AI Agents powered by Zendesk and Ultimate
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.
Zendesk Roundup for July 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Quick Look at the Zendesk Relay App for outbound WhatsApp messages
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.
Showing device Information in the customer panel in Zendesk Agent Workspace
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
Handling multiple support addresses in a support email
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.
Zendesk Roundup for June 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
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"