My approach to Zendesk Views
In this article I explain my approach to Zendesk Views, and how you only need 8 views to make an efficient setup.
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Return to Sender - Reassign Zendesk Tickets back to the original agent
Use triggers and webhooks in Zendesk to automatically reassign tickets back to the original assignee.
Checking for Agent Availability in Zendesk Messaging
Sometimes you want to let your customers know if agents are available before they try to reach out. This article will show you how to do it (on any Zendesk plan!)
Zendesk Roundup for August 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Enabling forms on the Zendesk Messaging widget without using a Chatbot
Viewing User Interaction Context in Zendesk
This article shows you three ways you can leverage existing Zendesk features to give agents insights in user intents so they can resolve tickets faster and give better support.
Holiday Break
I’m taking a one week break in posting while on vacation.
Posts will resume the next week, August 22nd
🏝️
Quick Look at the new Essentials Card in Zendesk
A quick overview of the new Essentials Card for Zendesk user profiles.
Zendesk Roundup for July 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Redirect Rules for Zendesk Guide
Use the new Redirect Rules API for Zendesk Guide to redirect customers to other pages instead of finding a 404 error for non-existing urls.
Pre-filling custom fields in the Zendesk Bot with Messaging Metadata
This article contains three tutorials that explain how to use the new Messaging Metadata feature in Zendesk to pre-fill fields in your conversation bot flows.
Show restricted articles in Zendesk Bots
Show restricted or internal Help Center articles right within your Messaging Widget thanks to this newest addition to Zendesk Bot Builder
Zendesk Roundup for June 2023
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Overview of the new Agent Home
Agent Home is a new way for your Zendesk agents to interact with tickets and conversations that focusses on work to be done in a nice overview. Read the article to read my first impressions!