Agent Availability
A full guide to handling agent availability in Zendesk Messaging
This article will show you how to handle agent availability in the Zendesk Messaging Widget.
Latest
AI Agent
Messaging Authentication: Verified email and merging existing users based on email
Zendesk introduced a new email verification flow to handle the mapping of authenticated Messaging users and exiting end-user profiles. It's a lot so let's dive in!
Automations
Your new Zendesk super power: Internal Webhooks
Zendesk offers robust triggers and automations to modify tickets. For complex tasks like copying field data, Zendesk's Webhooks can execute API calls for advanced modifications. This article explains how to utilize these tools.
Zendesk Roundup
Zendesk Roundup for February 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
AI Agent
Restarting a Zendesk Messaging Conversation
This tutorial shows you how to build an Answer flow for Zendesk Messaging that allows visitors to restart the conversation.
AI Agent
Answer Linking for the Zendesk Bot
As a first big release for the Zendesk Bot this year, Zendesk is introducing Answer Linking, which can turn answers into reusable blocks!
Insights
Zendesk CX Trends 2024
Zendesk just launched their Trends Report for 2024 giving insight into where Customer Experience and support is moving towards this year. I've written up my own overview of the trends and how I see the product moving forward influenced by these trends.
Insights
Zendesk Security Checklist
One of the big Trends for 2024 is the idea that security no longer is an add-on but should be seamlessly incorporated throughout the customer journey. To get started the right way, I've written a Zendesk Security Checklist. It's a practical approach to improve the security of your Zendesk instance.
Insights
Managing Storage Limits in Zendesk
This article gives insights in how to manage your data usage limits in Zendesk, how to bulk delete specific tickets and how to remove attachments to keep your data usage under the allowed limits and reduce the risk of paying more!
Zendesk Roundup
Zendesk Roundup for January 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Announcements
➕ End of Year
Welcome to my last newsletter of the year. This one will not contain any Zendesk news or updates, but will be a bit more of a meta, personal end-of-year update.
Agent Efficiency
Preview of the new Generative AI for Zendesk Voice
What happens if you give Zendesk AI for Voice one of IT Crowd's most confusing customer care interactions? Read the article to see the results!