Platform & Security
This article shows how to enhance Zendesk Action Builder flows by using custom API Actions to retrieve ticket and user data, including custom fields. It outlines how to connect, authenticate, and use this data to build smarter, more contextual flows—even before native support is available.
Platform & Security
Zendesk’s Action Builder introduces visual, logic-driven automation flows to replace complex trigger setups. This article explores how Action Builder simplifies business rules, integrates with external platforms, and signals a shift from reactive to process-oriented CX in Zendesk.
Platform & Security
This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
Platform & Security
In this article we explore the new Zendesk App Builder which uses generative AI to turn prompts into fully functional sidebar apps in Agent Workspace.
Platform & Security
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
Platform & Security
This article dives into Zendesk Deletion Schedules for tickets and bot conversations. It shows what's possible, how to setup the schedules and explains certain limitations.
Platform & Security
The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
Platform & Security
The new multi-conversations in Zendesk Messaging allows for, well, multiple concurrent conversations with AI Agents and your team in the Zendesk Web Widget and Mobile SDK. This feature is now available to all customers.
Platform & Security
Zendesk’s Custom Objects, released last year, enable you to expand platform data, like linking assets or contracts to tickets. Initially, end-users couldn’t interact with custom objects, but a recent update allows you to add Lookup Fields in forms.
Platform & Security
Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.
Platform & Security
Have the guts to remove your no-reply. It blocks your customers and creates a terrible experience. Replace it with self service, automations and routing.
Platform & Security
This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.