Routing and Intelligence

Learn how to customise Zendesk to fit your business needs. These articles will show you how to integrate Zendesk with your existing systems, expand Zendesk via Custom Objects, how to route tickets to the best agent, or escalate problems to the right team by leveraging Intelligent Triage, Omnichannel Routing, ticket statuses and side conversations.

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

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 you can’t ac

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