Agent Efficiency
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?
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
Checking for Agent Availability in Zendesk Messaging
Sometimes you want to let your customers know if agents are available before they try to reach out. This article will show you how to do it (on any Zendesk plan!)
Routing and Intelligence
Zendesk Talk Status
Zendesk Talk is Zendesk’s integration VOIP solution. We use it at the office for both incoming support calls from our clients as well as, naturally, outgoing calls. Now weirdly, Zendesk does not offer a mobile app for their phone solution. They have great apps for Support and Sell, but you can’t ac