Agent Workspace & Routing
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.
Agent Workspace & Routing
Learn to navigate and optimize Zendesk’s unified Agent Workspace. From omnichannel ticket handling to workspace setup and shortcuts, we cover everything that helps agents work efficiently across messaging, email, voice, and more.
Agent Workspace & Routing
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 Workspace & Routing
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 Workspace & Routing
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 Workspace & Routing
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 Workspace & Routing
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 Workspace & Routing
Preview of the new Essentials Card in Zendesk
A quick overview of the new Essentials Card for Zendesk user profiles.
Agent Workspace & Routing
Preview of the new Agent Home
Agent Home is a new way for your Zendesk agents to interact with tickets and conversations that focusses on work to be done in a nice overview. Read the article to read my first impressions!
Agent Workspace & Routing
➕ Sending Automated Messages via WhatsApp with Sunshine Conversations and Zendesk
Learn how to leverage the Sunshine Conversations API included in Zendesk Suite to automatically send out messages to your customers.
Agent Workspace & Routing
Cleaning up Zendesk Organisations with a sidebar app
Are you a Zendesk admin struggling with managing organizations and their associated user data? If so, you're not alone. Two common issues that Zendesk admins face are organisations with missing users, or badly mapped users. This article will show you how to fix it.
Agent Workspace & Routing
Crisis Management via Zendesk
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume. Agents get overwhelmed by the amount of backlog and customers get frustrated. Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents. Learn how.
Agent Workspace & Routing
Build a Task Manager in Zendesk Support via Custom Ticket Statuses
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.