Knowledge Base
Make Protected Zendesk Help Center Articles available in Search
This article shows you how to make articles available to logged in users only, but still make them available in search by showing an excerpt of the article.
Latest
Zendesk Roundup
Zendesk Roundup for February 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Routing and Intelligence
Lookup Relationship Fields and Ticket Escalation
Lookup Relationship fields are a recently added features that expands the existing user, organization and ticket fields with a new type. This new field type allows you to interlink Zendesk objects and create relationships. In this article we build a complete use case.
Routing and Intelligence
Sunshine Events via Zapier or Webhooks
Zendesk Sunshine Events allows you to enrich your customer profiles and give context by building a timeline of your customers’ actions by adding events from external systems. This tutorial shows you how.
Knowledge Base
Zendesk Answer Bot API
One of the lesser known and used APIs in Zendesk's arsenal is the Answer Bot API. It allows platforms to replicate the behaviour of their bot in any app or website. Or an Apple HomePod..
Zendesk Roundup
Zendesk Roundup for January 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Agent Efficiency
Crisis Management via Zendesk
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume. Agents get overwhelmed by the amount of backlog and customers get frustrated. Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents. Learn how.
Routing and Intelligence
Webhooks for User and Organisation events
Zendesk recently launched an expansion on their webhooks functionality that allows you to subscribe to changes in Users and Organizations and act upon those actions. In this article we'll show how you can auto-complete agent profiles with a signature, alias and profile image upon creation.
Routing and Intelligence
Update a requester name via webhooks and custom fields
Update a requesters' profile based on form field input.
Agent Efficiency
Build a Task Manager in Zendesk Support via Custom Ticket Statuses
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Agent Efficiency
Custom Ticket Status API exploring
Exploring the technical side of Custom Statusses
Agent Efficiency
Bump bump solve with Custom Statuses
Not every ticket can be solved with a single reply. Agents often need more information from customers in order to get the full context and reply with an answer. Or, even if all info is there, they need confirmation that their suggestions worked before the ticket can be solved.