Custom Objects
Custom Object Placeholders and Object Triggers in Zendesk
This article explores the new capabilities for Custom Objects with the new support for object triggers and dynamic placeholders.
API
Handling multiple support addresses in a support email
This article offers a solution for scenarios where customers email multiple support addresses in your Zendesk instance and you only see a single ticket being created.
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"
Agent Efficiency
➕ Return to Sender - Reassign Zendesk Tickets back to the original agent
Use triggers and webhooks in Zendesk to automatically reassign tickets back to the original assignee.
Agent Efficiency
Build a Task Manager in Zendesk Support via Custom Ticket Statuses
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Agent Efficiency
Bump bump solve with Custom Statuses
Not every ticket can be solved with a single reply. Agents often need more information from customers in order to get the full context and reply with an answer. Or, even if all info is there, they need confirmation that their suggestions worked before the ticket can be solved.