Sponsor
Next Matter – Resolve complex tickets with powerful workflows (sponsor)
My thanks for Next Matter for sponsoring this month's Internal Note newsletter.
Latest
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!
Zendesk Roundup
Zendesk Roundup for August 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Custom Objects
Custom Object Placeholders and Object Triggers in Zendesk
This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
AI Agent
Managing custom translations in the Zendesk Bot
The new custom translations for the Zendesk Bot make it possible to combine automatic translations for all your flows and answers, while making sure that specific replies or words do not lose their context in a bad translations.
Zendesk AI
Preview of the new Agent Copilot for Zendesk
A few months after its announcement at Relate, I finally had to chance to explore the new AI Co-pilot for agents in Zendesk. This article will explore what the Co-pilot can do, how it works and some initial impressions.
Ultimate
A hybrid approach to AI Agents powered by Zendesk and Ultimate
In a previous article I explained the Road to Automation and how it can help with automating more your support interactions. This article takes a real scenario and keeps improving the customer experience by leveraging a hybrid approach combining flows, generative replies and API integrations.
Sponsor
Knots - Automate Zendesk Tickets (sponsor)
My thanks for Knots for sponsoring this month's Internal Note newsletter.