Enabling forms on the Zendesk Messaging widget without using a bot
This article explains how you can use the Messaging Widget without a chatbot and still collect information from your customers
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Year in review - The Zendesk 2024 Scorecard
At the end of 2024 it's time to reflect back on a year of Zendesk updates, and look forward to our expectations for next year. This scorecard is a full overview of everything new in Zendesk, rated by both me and partners in the Zendesk ecosystem.
What's new for Zendesk SLA Policies: Advanced first reply time metrics.
Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.
SweetHawk: Enhancing Employee Services with Zendesk
My thanks to SweetHawk for sponsoring this month's Internal Note
Getting up to date with Omnichannel Routing in Zendesk
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.