In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
This article dives into Zendesk Deletion Schedules for tickets and bot conversations. It shows what's possible, how to setup the schedules and explains certain limitations.
What happens if you combine Zendesk Agent Copilot, a partner like Next Matter and Internal Note? This article tells the story of our hackathon last December.
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At the end of 2024 it's time to reflect back on a year of Zendesk updates, and look forward to our expectations for next year. This scorecard is a full overview of everything new in Zendesk, rated by both me and partners in the Zendesk ecosystem.
Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.