Internal Note (Page 2)

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babelforce: The Voice Platform for Zendesk Uniting Agents and Automation (sponsor)

My thanks to babelforce for sponsoring this month's Internal Note

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 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 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.

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.

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.

SweetHawk: Enhancing Employee Services with Zendesk

My thanks to SweetHawk for sponsoring this month's Internal Note

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.

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.

Zendesk News Roundup for December 2024

Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.

Zendesk Entity Detection for Intelligent Triage (EAP)

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.

Customizable CSAT API

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.

Sunshine Conversations

Using Switchboard to combine Zendesk Bots and AI Agents powered by Ultimate

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!

Agent Workspace

Filter custom ticket statuses per form.

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.

Zendesk Roundup

Zendesk News Roundup for November 2024

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.

AI Agent

Using Messaging triggers: Customer Wait Time & Messaging CSAT

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

End-User access for Custom Objects and Lookup Fields

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

AI Summit - the new Zendesk Voice

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

AI Summit - Agent Copilot

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

AI Summit - the new Omnichannel AI Agents

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.