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.
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
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!
Zendesk offers robust triggers and automations to modify tickets. For complex tasks like copying field data, Zendesk's Webhooks can execute API calls for advanced modifications. This article explains how to utilize these tools.