Viewing User Interaction Context in Zendesk
This article shows you three ways you can leverage existing Zendesk features to give agents insights in user intents so they can resolve tickets faster and give better support.
Setting up SLA Policies and enabling Group Policies.
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
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 😉
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.
Crisis Management via Zendesk
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume.
Agents get overwhelmed by the amount of backlog and customers get frustrated.
Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents.
Learn how.
Custom Status API exploring
Exploring the technical side of Custom Statusses