Agent Efficiency
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.
API
This article offers a solution for scenarios where customers email multiple support addresses in your Zendesk instance and you only see a single ticket being created.
Zendesk AI
Last months' Relate event was all about Zendesk AI and how it can help you improve your CX or EX experiences. One of the key points notes not only in the main keynote, but also in sessions during the event was the concept of automation and automation rates for your tickets.
Agent Efficiency
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Agent Efficiency
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
Agent Efficiency
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Agent Efficiency
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
Agent Efficiency
What happens if you give Zendesk AI for Voice one of IT Crowd's most confusing customer care interactions? Read the article to see the results!
Agent Efficiency
This is a four-part series on Zendesk's new Custom Objects feature. The articles cover setup, data import, using Custom Objects in forms and with agents, expanding user profiles, and displaying Custom Objects in Help Center forms.
Agent Efficiency
The new Customisable CSAT for Zendesk has arrived, finally allowing you to change your rating scale, choose emoji, numbers or labels, and customize your follow-up questions. This article contains an initial overview of the new feature, and shows how it works with existing API integrations.
Agent Efficiency
This is a four-part series on Zendesk's new Custom Objects feature. The articles cover setup, data import, using Custom Objects in forms and with agents, expanding user profiles, and displaying Custom Objects in Help Center forms.
Agent Efficiency
This is a four-part series on Zendesk's new Custom Objects feature. The articles cover setup, data import, using Custom Objects in forms and with agents, expanding user profiles, and displaying Custom Objects in Help Center forms.