Sponsor
Lovestock & Leaf Apps - Empowered Agents, Happy Customers. (sponsor)
My thanks for Lovestock & Leaf for sponsoring this month's Internal Note newsletter.
Latest
Insights
A History of Zendesk chat and messaging channels
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
Zendesk News Roundup for October 2024
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
Preview of the new cards for 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
Handling duplicate tickets
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
Automating article attachments with the Guide Media API and Zapier
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
Next Matter – Resolve complex tickets with powerful workflows (sponsor)
My thanks for Next Matter for sponsoring this month's Internal Note newsletter.
Zendesk Roundup
Zendesk Roundup for September 2024
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
Sending out automated pending reminders via Zendesk Messaging
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
No more no-reply
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.
Expanded multi-select field support for users, organizations and Custom objects in Zendesk
Zendesk tickets have always been able to store additional data in ticket fields. You've got drop-down, text fields, checkboxes and myriad of other options to store order numbers, preferences, or other related information. Similarly, you can expand user profiles and organizations in Zendesk with
Sponsor
Premium Plus - Custom Zendesk Help Center Themes: Design & Implementation Guide (sponsor)
Enhance your Zendesk Help Center with our custom themes responsive and customizable. This article shows design to implementation, improve navigation, elevate user experience, and boost customer satisfaction. Ideal for businesses aiming to optimize their support portal's efficiency and aesthetics!