![My approach to Zendesk Triggers](/content/images/size/w600/2024/04/banner.png)
Insights
My approach to Zendesk Triggers
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
Insights
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
Agent Efficiency
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Agent Availability
This article will show you how to handle agent availability in the Zendesk Messaging Widget.
Bots and Messaging
Zendesk introduced a new email verification flow to handle the mapping of authenticated Messaging users and exiting end-user profiles. It's a lot so let's dive in!
Automations
Zendesk offers robust triggers and automations to modify tickets. For complex tasks like copying field data, Zendesk's Webhooks can execute API calls for advanced modifications. This article explains how to utilize these tools.
Insights
One of the big Trends for 2024 is the idea that security no longer is an add-on but should be seamlessly incorporated throughout the customer journey. To get started the right way, I've written a Zendesk Security Checklist. It's a practical approach to improve the security of your Zendesk instance.
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 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
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
Use triggers and webhooks in Zendesk to automatically reassign tickets back to the original assignee.
Bots and Messaging
Sometimes you want to let your customers know if agents are available before they try to reach out. This article will show you how to do it (on any Zendesk plan!)
Bots and Messaging
This article explains how you can use the Messaging Widget without a chatbot and still collect information from your customers