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 Efficiency
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.
Agent Efficiency
How to get the most out of Agent Home for Zendesk
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Agent Efficiency
Escalating a customer request to a Zendesk Help Center form for more information.
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
Agent Efficiency
Preview of the new Generative AI for Zendesk Voice
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
➕ Zendesk Custom Objects - Part 4: End-User and Forms
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
Preview of the new Customisable CSAT EAP for Zendesk
The new Customisable CSAT EAP 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
Zendesk Custom Objects - Part 3: Users
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
Zendesk Custom Objects - Part 2: Tickets
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
Zendesk Custom Objects - Part 1: Introduction
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
➕How to build a VIP Alert app in Zendesk from scratch
This article contains a full tutorial on how to build a small Zendesk Support app that alerts your agents whenever they're looking at a VIP ticket.
Agent Efficiency
➕ Automatically link incidents and problems in Zendesk
When a crisis hits agents should focus on resolving problems and informing customers, not waste time on assigning and categorising incident tickets. This article shows you how to automate this flow!
Agent Efficiency
My approach to Zendesk Views
In this article I explain my approach to Zendesk Views, and how you only need 8 views to make an efficient setup.
Agent Efficiency
➕ Return to Sender - Reassign Zendesk Tickets back to the original agent
Use triggers and webhooks in Zendesk to automatically reassign tickets back to the original assignee.
Agent Efficiency
➕ Viewing User Interaction Context in Zendesk
This article shows you three ways you can leverage existing Zendesk features to give agents insights in user intents so they can resolve tickets faster and give better support.
Agent Efficiency
Preview of the new Essentials Card in Zendesk
A quick overview of the new Essentials Card for Zendesk user profiles.