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.
Sponsor
My thanks for Next Matter for sponsoring this month's Internal Note newsletter.
Zendesk Roundup
The months' roundup provides a preview of the upcoming AI summit and shows the new messaging tag triggers, improved Agent Workspace with rich message support, expanded Intelligent Triage channels, and refined omnichannel routing, alongside insights on outcome-based pricing for AI agents.
Sunshine Conversations
This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.
Insights
Have the guts to remove your no-reply. It blocks your customers and creates a terrible experience. Replace it with self service, automations and routing.