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.
My thanks to SweetHawk for sponsoring this month's Internal Note
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.
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.
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The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
My thanks for Cloudset for sponsoring this month's Internal Note newsletter.
Zendesk AI agents come in two flavors. The native Zendesk Bot, and a more powerful one powered by Ultimate. But how do you combine both technologies in one Zendesk instance? This article will explain you how!
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
Following the releases at the AI Summit, Zendesk released new Messaging features, including multi-conversations and the ability to suspend users. The Admin Center received updates with new dashboards and the ability to categorize views, and plenty of fun new APIs were released.
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.
AI Agent
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
Custom Objects
Zendesk’s Custom Objects, released last year, enable you to expand platform data, like linking assets or contracts to tickets. Initially, end-users couldn’t interact with custom objects, but a recent update allows you to add Lookup Fields in forms.
AI Summit
In this last article in my AI Summit series I deep-dive in the new Zendesk Voice with its new AI Agent capabilities, Agent Copilot for Voice and Voice QA.
Zendesk AI
The new Agent Copilot was released at the Zendesk AI summit featuring a brand new auto-assist mode, revamped Agent Workspace and is there to proactively assist your agents throughout their workday. This article will give you an overview of what's possible today!
Insights
In this second article on the AI Summit, I dive into Zendesk’s Omnichannel Agents, highlighting the new AI Agent builder, enhanced email automation, zero-training setup, and better bot behavior controls. These updates simplify setup and improve customer interactions across channels.
Insights
Zendesk presented their latest releases at their AI Summit this week. New announcements include Omnichannel AI Agents, the new Zendesk Voice, Agent Copilot and improvements for Zendesk QA. Read my deep dive article to learn more!
Sponsor
My thanks for Lovestock & Leaf for sponsoring this month's Internal Note newsletter.
Insights
Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.
Zendesk Roundup
Welcome to October’s Internal Note! This issue started light—until Zendesk dropped a dozen features late last week. Explore updates like the Zendesk QA redesign, the rollout of Agent Home with tips and tricks, improvements to omnichannel routing, and more exciting new features!
Custom Objects
Zendesk’s new Essentials Card lets you customize user profiles next to tickets, and now, Custom Object Cards do the same. You can reorder, hide, or add fields to streamline your agents’ view. A simple yet customizable update to enhance the agent experience.
Webhooks
This article explores ways to merge duplicate tickets from the same user. Customers often submit multiple requests via various channels, slowing response times. Solutions include using the Customer Context Panel, Zendesk AI-based Merge Suggestions, or automating ticket merges.
Help Center
This article explains Zendesk’s new Media Gallery for Help Center articles, allowing you to manage images across multiple articles. We show off the Media Library API, which enables automated uploads from external tools like Google Drive using Zapier, improving workflow efficiency for teams.