Platform & Security
➕ Bypassing the 24-hour rule for WhatsApp in Zendesk
In this article we'll show you how to bypass the 24-hour WhatsApp limit in Zendesk by leveraging the included Sunshine Conversations API.
Latest
Knowledge & Insights
My approach to setting up Zendesk SLA Policies and enabling Group Policies.
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
News Roundup
What's new at Zendesk Relate 2023
Interested in what Zendesk announced at Relate? Want to know more about Zendesk AI, Intelligent Triage, Adaptable Agent Workspace and Conversational Commerce? Read my "What's new at Relate 2023" overview and discovered all the new announcements!
AI Agents & Messaging
An in-depth overview of Proactive Messages for Zendesk
Discover the new Zendesk proactive messaging. Learn about the main features and advanced flows, including the ability to show proactive messages based on specific marketing campaigns. Target customers based on their locale, or offer a premier experience to VIP users.
News Roundup
Zendesk Roundup for April 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Platform & Security
Publish new Articles to Slack via the new Webhooks for Zendesk Help Center
Learn how to publish Zendesk Guide articles to Slack by using the new Zendesk Events for Guide webhooks.
Agent Copilot
Automatic Ticket Categorisation and Sentiment Analysis via ChatGPT
This article will show you how to automatically categorise any incoming ticket and assign a customer sentiment by using ChatGPT, Cloudflare Workers and Zendesk APIs.
Platform & Security
Deep-dive into issues related to Messaging Authentication and JWT User Mapping
Currently the authentication for Zendesk Messaging as described in my article below has some weird behaviours when it comes to matching to existing Zendesk User Profiles. There's also a rather long thread about these issues on the Zendesk Community.
AI Agents & Messaging
Learn how to build a full-featured Flow Builder Bot for Zendesk.
In this article we will build a full-featured Flow Builder Bot for Zendesk. We'll use every step type, use API calls and variables and show you how to create a bot yourself in a full length video tutorial.
Platform & Security
Creating a Pokédex with Zendesk Custom Objects
The awesome people at Zendesk just made the Custom Objects v2 EAP available.So why not build a Pokédex inside Zendesk to get to know the APIs 😉
Knowledge & Insights
Improve Your Content Discoverability with a Linked List in Zendesk Guide
Improve content discoverability in Zendesk Guide by creating a custom page that shows records indexed by federated search. This enables businesses to offer a better experience for customers, making it easier for them to find the information they need.
Platform & Security
Expanded API Support via Custom Authentication for Zendesk Webhooks
Zendesk announced Custom Headers and API Key support for its Webhooks. And fixed my previous list of shortcomings a 100%