Agent Efficiency
Beyond triggers. Moving to queue only assignment in Zendesk
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
Agent Efficiency
An introduction to Omnichannel Routing in Zendesk
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
Agent Efficiency
How to get the most out of Agent Home for Zendesk
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Routing and Intelligence
Publish new Articles to Slack via the new Webhooks for Zendesk Help Center
Learn how to publish Zendesk Guide articles to Slack by using the new Zendesk Events for Guide webhooks.
Routing and Intelligence
Automatic Ticket Categorisation and Sentiment Analysis via ChatGPT
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
Preview: Creating a Pokédex with Zendesk Custom Objects
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
Expanded API Support via Custom Authentication for Zendesk Webhooks
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 and Ticket Escalation
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.
Routing and Intelligence
Sunshine Events via Zapier or Webhooks
Zendesk Sunshine Events allows you to enrich your customer profiles and give context by building a timeline of your customers’ actions by adding events from external systems. This tutorial shows you how.
Routing and Intelligence
Webhooks for User and Organisation events
Zendesk recently launched an expansion on their webhooks functionality that allows you to subscribe to changes in Users and Organizations and act upon those actions. In this article we'll show how you can auto-complete agent profiles with a signature, alias and profile image upon creation.
Routing and Intelligence
Update a requester name via webhooks and custom fields
Update a requesters' profile based on form field input.
Routing and Intelligence
Shortcomings of Zendesk Webhooks
🥳Update 2023-03-30 Zendesk fixed all issues mentioned in this article. See the Announcement or read the article below.Expanded API Support via Custom Authentication for Zendesk WebhooksZendesk announced Custom Headers and API Key support for its Webhooks. And fixed my previous list of shortcomings a 100%Internal NoteThomas Verschoren For
Routing and Intelligence
Zendesk Talk Status
Zendesk Talk is Zendesk’s integration VOIP solution. We use it at the office for both incoming support calls from our clients as well as, naturally, outgoing calls. Now weirdly, Zendesk does not offer a mobile app for their phone solution. They have great apps for Support and Sell, but