Agent Workspace & Routing
My approach to Zendesk Triggers
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
Latest
News Roundup
Zendesk Roundup for May 2024
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Platform & Security
Automatically deflect Zendesk spam tickets via triggers and webhooks
From time to time spammers use open API endpoint in Zendesk to flood your inbox with tickets. This article shows an efficient and automatic way to deflect these tickets.
Sponsors
Swifteq - Zendesk apps for faster support & superior self-service (sponsor)
My thanks for SwiftEq for sponsoring this month's Internal Note newsletter.
Knowledge & Insights
Preview of the new generative search for Zendesk Knowledge Base and Agent Workspace
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Events
Zendesk Relate: What's available now and show floor impressions
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.
Events
What's new from Zendesk Relate: WFM, QA and Zendesk’s new vision.
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.
Events
What's new from Zendesk Relate: AI Agents and Copilot.
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 Workspace & Routing
Beyond triggers. Moving to queue only assignment in Zendesk
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
News Roundup
Zendesk Roundup for April 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 Workspace & Routing
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.
Sponsors
SweetHawk - Zendesk apps that give you superpowers! (sponsor)
My thanks for SweetHawk for sponsoring this month's Internal Note newsletter.