Webhooks in Zendesk automate tasks beyond triggers, integrating with external platforms. Recent updates enable firing webhooks for ticket, user, and org events. This shift, along with features like Action Builder and Copilot, moves Zendesk workflows beyond triggers for better automation.
The biggest news this month has to be the announcement at Zendesk Relate, but alongside the announcements on new Agentic Bots, Action Builder and the knowledge graph, we got some nice updates to Agent Copilot, queue management for messaging and email routing.
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
In this second article of my Zendesk Relate 2025 series I dive into the new Employee Service Suite, exploring new features like the Service Catalog and the new Tasks and Approval feature.
In this first article of my Relate 2025 coverage I dive into the new Zendesk Resolution Platform, covering elements like the new Adaptive Reasoning for AI Agents, Action builder, Quick answer and many many more new announcements.
Zendesk announced support for Dark mode in Agent Workspace.
In this article I'll review Zendesk's new LMS Conversation Simulator app and explore its capabilities for training new agents, setting up demo environments or validating your Zendesk setup.
AI and automation are transforming customer support, making workflows faster and more efficient. But there's a problem: automation can't work without structured data.
This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
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This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
Sponsor
My thanks for Cloudset for sponsoring another month at Internal Note!
AI Agent
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
API
In this article we explore the new Zendesk App Builder EAP which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
Zendesk Roundup
The second news roundup of 2025 offers an overview of the new Service Catalog, improvements to Agent Copilot, plenty of new security and platform features and a sneak peak at the new AI Agents Essential and Advanced.
Insights
In this article I dive into Zendesk's CX Trends report.
Messaging
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
Ultimate
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
AI Agent
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
Sponsor
My thanks to babelforce for sponsoring this month's Internal Note
Security
This article dives into Zendesk Deletion Schedules for tickets and bot conversations. It shows what's possible, how to setup the schedules and explains certain limitations.
Zendesk AI
What happens if you combine Zendesk Agent Copilot, a partner like Next Matter and Internal Note? This article tells the story of our hackathon last December.
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.