Agent Efficiency
An introduction to Omnichannel Routing in Zendesk
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
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SweetHawk - Zendesk apps that give you superpowers! (sponsor)
My thanks for SweetHawk for sponsoring this month's Internal Note newsletter.
Agent Efficiency
How to get the most out of Agent Home for Zendesk
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Insights
Zendesk acquires Ultimate: an in-depth overview of what the platform will gain
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
Escalating a customer request to a Zendesk Help Center form for more information.
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
Zendesk Roundup
Zendesk Roundup for March 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
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.
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!