Preview of the new App Builder for Zendesk
In this article we explore the new Zendesk App Builder which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
Zendesk News roundup for February 2025
The second news roundup of 2025 offers an overview of the new Service Catalog, improvements to Agent Copilot, plenty of new security and platform features and a sneak peak at the new AI Agents Essential and Advanced.
Zendesk CX Trends 2025
In this article I dive into Zendesk's CX Trends report.
Expanded support for Messaging Session State in Zendesk Triggers
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
Using a tiered uGPT approach for Ultimate Bots
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.
Google White Paper on AI Agents and how it compares to Zendesk's offering
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.
Setting up deletion schedules for ticket and bot conversations in Zendesk
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.
Zendesk Agent Copilot hackathon together with Next Matter
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.
Zendesk News Roundup for January 2025
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Year in review - The Zendesk 2024 Scorecard
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.
What's new for Zendesk SLA Policies: Advanced first reply time metrics.
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.
Getting up to date with Omnichannel Routing in Zendesk
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.