
News Roundup
Zendesk News roundup for March 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
News Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
AI Agents & Messaging
This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
AI Agents & Messaging
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
Sponsors
My thanks for Cloudset for sponsoring another month at Internal Note!
AI Agents & Messaging
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
Platform & Security
In this article we explore the new Zendesk App Builder which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
News Roundup
The second news roundup of 2025 offers an overview of the new Service Catalog, improvements to Agent Copilot, plenty of new security and platform features and a sneak peak at the new AI Agents Essential and Advanced.
Zendesk
In this article I dive into Zendesk's CX Trends report.
Platform & Security
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
AI Agents & Messaging
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
AI Agents & Messaging
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
Sponsors
My thanks to babelforce for sponsoring this month's Internal Note