Routing and Intelligence
Zendesk introduces Department Spaces, shifting ticket access from groups to brands. This simplifies multi-brand and internal service setups, improves privacy, and streamlines routing with queues—strengthening Zendesk as a platform for both customer and employee support.
Routing and Intelligence
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
Zendesk AI
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.
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 Efficiency
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
Agent Efficiency
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Routing and Intelligence
Learn how to publish Zendesk Guide articles to Slack by using the new Zendesk Events for Guide webhooks.
Routing and Intelligence
This article will show you how to automatically categorise any incoming ticket and assign a customer sentiment by using ChatGPT, Cloudflare Workers and Zendesk APIs.
Routing and Intelligence
The awesome people at Zendesk just made the Custom Objects v2 EAP available.So why not build a Pokédex inside Zendesk to get to know the APIs 😉
Routing and Intelligence
Zendesk announced Custom Headers and API Key support for its Webhooks. And fixed my previous list of shortcomings a 100%
Routing and Intelligence
Lookup Relationship fields are a recently added features that expands the existing user, organization and ticket fields with a new type. This new field type allows you to interlink Zendesk objects and create relationships. In this article we build a complete use case.