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.
Latest
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.
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.
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 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.
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.
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.
Update a requester name via webhooks and custom fields
Update a requesters' profile based on form field input.
Build a Task Manager in Zendesk Support via Custom Ticket Statuses
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Custom Ticket Status API exploring
Exploring the technical side of Custom Statusses
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.
Shortcomings of Zendesk Webhooks
🥳Update 2023-03-30 Zendesk fixed all issues mentioned in this article. See the Announcement or read the article below.Expanded API Support via Custom Authentication for Zendesk WebhooksZendesk announced Custom Headers and API Key support for its Webhooks. And fixed my previous list of shortcomings