How QA, reporting, and insights can improve both your content and your team’s performance.
As Zendesk takes on more of the work, and more kinds of work, counting just solved conversations tells us nothing about the outcome of what the platform actually delivered. A customer might need an answer, an employee might need help completing a request, or a Custom Agent might handle part of a bus
At Zendesk we've been pushing automation in Customer and Employee service forward. With AI Agents running your conversations autonomously, Copilots assisting your agents and admins, or the new Custom Agents running specialised processes alongside conversations. These agents run across a variety
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
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.
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
