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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Handling duplicate tickets
This article explores ways to merge duplicate tickets from the same user. Customers often submit multiple requests via various channels, slowing response times. Solutions include using the Customer Context Panel, Zendesk AI-based Merge Suggestions, or automating ticket merges.
Automating article attachments with the Guide Media API and Zapier
This article explains Zendesk’s new Media Gallery for Help Center articles, allowing you to manage images across multiple articles. We show off the Media Library API, which enables automated uploads from external tools like Google Drive using Zapier, improving workflow efficiency for teams.
Next Matter – Resolve complex tickets with powerful workflows (sponsor)
My thanks for Next Matter for sponsoring this month's Internal Note newsletter.
Roundup for September 2024
The months' roundup provides a preview of the upcoming AI summit and shows the new messaging tag triggers, improved Agent Workspace with rich message support, expanded Intelligent Triage channels, and refined omnichannel routing, alongside insights on outcome-based pricing for AI agents.