Zendesk Dark Mode - Do not underestimate the power of the Dark side
Zendesk announced support for Dark mode in Agent Workspace.
Latest
Zendesk LMS Conversation Simulator App
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.
Knots - Get your data ready for AI & Automation in Zendesk (sponsor)
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.
Redaction suggestions powered by Zendesk's Advanced Data Privacy and Protection add-on
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.
Zendesk News roundup for March 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Handling languages in Ultimate with the Messaging Widget
This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
Working with custom fields in Zendesk Messaging and AI Agents
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.
Flowset by Cloudset for Agent Guidance (sponsor)
My thanks for Cloudset for sponsoring another month at Internal Note!
What's new for Zendesk AI Agents, essentials and advanced
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.
Preview of the new App Builder for Zendesk
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 News roundup for February 2025
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.
Zendesk CX Trends 2025
In this article I dive into Zendesk's CX Trends report.
Messaging
Expanded support for Messaging Session State in Zendesk Triggers
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
Using a tiered uGPT approach for Ultimate Bots
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
Google White Paper on AI Agents and how it compares to Zendesk's offering
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
babelforce: The Voice Platform for Zendesk Uniting Agents and Automation (sponsor)
My thanks to babelforce for sponsoring this month's Internal Note
Security
Setting up deletion schedules for ticket and bot conversations in Zendesk
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
Zendesk Agent Copilot hackathon together with Next Matter
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
Zendesk News Roundup for January 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Zendesk Roundup
Year in review - The Zendesk 2024 Scorecard
At the end of 2024 it's time to reflect back on a year of Zendesk updates, and look forward to our expectations for next year. This scorecard is a full overview of everything new in Zendesk, rated by both me and partners in the Zendesk ecosystem.
Agent Efficiency
What's new for Zendesk SLA Policies: Advanced first reply time metrics.
Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.
Sponsor
SweetHawk: Enhancing Employee Services with Zendesk
My thanks to SweetHawk for sponsoring this month's Internal Note
Routing and Intelligence
Getting up to date with Omnichannel Routing in Zendesk
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Spotlight
Collecting SunCo user information for AI Agents powered by Ultimate
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.