Webhooks in Zendesk automate tasks beyond triggers, integrating with external platforms. Recent updates enable firing webhooks for ticket, user, and org events. This shift, along with features like Action Builder and Copilot, moves Zendesk workflows beyond triggers for better automation.
The biggest news this month has to be the announcement at Zendesk Relate, but alongside the announcements on new Agentic Bots, Action Builder and the knowledge graph, we got some nice updates to Agent Copilot, queue management for messaging and email routing.
Classic mode might not exist, but what does exist is this blog that has published Zendesk news and updates for almost three years now!
In this second article of my Zendesk Relate 2025 series I dive into the new Employee Service Suite, exploring new features like the Service Catalog and the new Tasks and Approval feature.
In this first article of my Relate 2025 coverage I dive into the new Zendesk Resolution Platform, covering elements like the new Adaptive Reasoning for AI Agents, Action builder, Quick answer and many many more new announcements.
Zendesk announced support for Dark mode in Agent Workspace.
In this article I'll review Zendesk's new LMS Conversation Simulator app and explore its capabilities for training new agents, setting up demo environments or validating your Zendesk setup.
This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
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This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.