Zendesk AI
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Insights
In this final article of the Zendesk Relate 2024 series I'm doing a review of what Zendesk features are available today, and how they fit in the bigger Zendesk product approach. And I wrap things up with some impressions of the show floor.
Insights
In today's newsletters I'll write about the to remaining topics: Workforce Management (WFM) and Quality Assessment (QA), and wrapping things up with some comment on Zendesk's new product vision.
Insights
Today was the first day of Relate, Zendesk's flagship event where they announce new features, give insights in customer and employee experience trends and showcase their products and customers. This article shows the new Agent Copilot and AI Agents.
Agent Efficiency
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Agent Efficiency
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
Sponsor
My thanks for SweetHawk for sponsoring this month's Internal Note newsletter.
Agent Efficiency
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Insights
Zendesk is planning on acquiring Ultimate.ai, a leading AI and ticket automation platform. We've seen plenty of headlines, but what does this actually mean? This article dives into the nitty-gritty and shows what's now possible thanks to this platform expansion!
Agent Efficiency
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
Zendesk Roundup
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.