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Cleaning up Zendesk Organisations with a sidebar app

Are you a Zendesk admin struggling with managing organizations and their associated user data? If so, you're not alone. Two common issues that Zendesk admins face are organisations with missing users, or badly mapped users. This article will show you how to fix it.

Improve ticket deflection by enabling Federated Search

Federated search is a feature that allows customers to search for information across multiple platforms and websites simultaneously, creating a seamless search experience. This article shows how how to setup automatic or manual indexing of records.

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.

Monthly Note 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.

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..

Monthly Note 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 Statuses

Task Manager to snooze tickets in Zendesk via the new Custom Statuses.

Custom Status API exploring

Exploring the technical side of Custom Statusses

Better Pending Ticket flow 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

For a long time Zendesk had the Targets feature to notify external API endpoints of changes within Zendesk. Last year, they moved those Targets over to more common HTTP Webhooks supporting POST,GET,DELETE and PUT together with a Basic Auth or Bearer Auth header. However, more and more while

Flow Builder - Ask for details

The new Ask For Details option in Flow Builder allows you to pull in contextual information via API into your Zendesk Chat Bot.

Custom Launcher for Zendesk Messaging and Unread Counts

Zendesk recently added the ability to their Messaging Widget to use Custom Launchers. This article shows you how to easily implement it.

Customize and brand your Zendesk Widget

Zendesk has a nice Web Widget to embed your contact channels and FAQ on any page of your website creating a consistent experience that aligns with your brand.

ticket.sendMessage() for Support Apps

Zendesk added a new action for Zendesk Apps that allows for sending messages to customers automatically on behalve of agents. This post contains an example demo app that showcases this new feature.

Classic Web Widget Authentication

You can authenticate your Zendesk Web Widget to identify your users, and to make restricted Help Center content available to users.

Authenticate Zendesk Messaging

Zendesk recently added the ability to authenticate users in the Zendesk Messaging Web and Mobile SDK. This article shows how to set it up with sample code.

Zendesk Flow Builder API Call

Zendesk announced the ability to add an API call step to their Messaging Flow Builder. This allows you to get external data and show it your users. So what's possible? Let's build a quick mockup and find out!