Eat your spam
I was having a catchup with an industry colleague. She asked me where I get my market intelligence from. I said my email junk folder and I wasn’t joking. I...
Blog
Expert insights on platform engineering, customer experience automation, and support operations from our London-based technical team.
What We Write About
Our blog covers practical workflow optimisation techniques, migration best practices, Zendesk implementation strategies and real-world case studies from our client work. Whether you’re a director of operations, Zendesk administrator, CX manager, or support team lead, you’ll find actionable advice to improve your customer service operations.
We focus on:
- Support Configuration - Advanced setup techniques and hidden features
- Workflow Automation - Reducing manual work and improving efficiency
- Migration Strategies - Moving from legacy systems without disruption
- Best Practices - Lessons learned from dozens of implementations
Latest Posts
We're opening up our internal Zendesk tooling
Zendesk are acquiring Forethought.ai and I am apprehensive. We evaluate products in this space constantly and Forethought is one that genuinely feels next generation. The independent agent processes constantly evaluating...
Zendesk email verification: a welcome step in the right direction
Zendesk has announced that from 9th March 2026, anonymous ticket submissions via the help centre web form, Support SDK, and Web Widget (Classic) will require email verification before they’re processed....
Enough is enough!
Wherever you look, the people of the internet are enraged by the wave after wave of Zendesk related spam. We’re seeing discussed on the big social platforms, we’re seeing it...
Zendesk needs scoped tokens
Alright look. It’s 2026 and every day brings a new security disaster from a different business application vendor. Zendesk has a vast attack surface and is mission-critical for your organisation,...
Zendesk spam relay: keep your business safe
We've seen widespread issues with spammers using Zendesk instances as a relay. This is something I've fixed at various businesses over the last few years. The primary problem is using...
Commentary: Evaluating Support Platforms - The Right Questions
You might have seen we've started a series where we evaluate and compare other platforms. The Youtube playlist is here and our article looking at BoldDesk is here. Someone asked...
Is BoldDesk Actually Good? Honest review from a Zendesk expert
I’ve been a Zendesk guy for a while. I know my way around various systems and have other strings to my bow, but the Zendesk migrations and implementations are fundamentally...
Apple's Siri Google Gemini revamp and the Future of Voice AI
Last Year’s Voice AI Predictions Zendesk publishes an annual CX Trends Report, and I was reviewing last year’s predictions to see how that looks in hindsight. One prediction that Zendesk...
Commentary: Behind the Scenes - Deltastring Infrastructure
You may have spotted we had a brief pause in updates to this page. Deltastring news is collected and collated and the analysis generated on a physical machine under my...
Commentary: Fast and Accessible Help Centre Themes
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We've got great ready-to-go and also custom...
Commentary: The AI Capability Gap in Support
Is everybody (in the implementation consultant game at least) battling the AI perception/capability gap? There are tools that can really help to get stuff done, but it can't cover up...
Commentary: Managing Custom Objects in Zendesk
We're on manoeuvres again today, with meetings in Hampshire looking at the products and tools which will drive the future of support and customer operations more widely. We are making...
Stop Measuring What's Easy
I think there’s a sense that historically businesses have been measuring things that are easy to measure because it feels like there’s insights that we’re not getting out of that...
Commentary: Contact Centre Expo and Mobile SDK Updates
We'll be in London this week for the Contact Centre Expo at the Excel centre. I've done this event before and I'm looking forward to seeing familiar faces and making...
Commentary: Measuring What Matters - Metrics for the AI Age
Yesterday we were in London for some networking and meetings and had breakfast with our friends at Geckoboard. You can hear our thoughts on Zendesk metrics for the AI age...
Commentary: Action Builder and Engineering Processes
The general availability of the action builder means this will be a fun week for Zendesk admins who haven't yet had a play with the latest toy. I'm not generally...
Moral Support at the End of the Road
Hello. Happy Halloween, if that’s your thing. I’m not really someone who likes to be doing things because the calendar says so, like eating pancakes or getting people presents. It’s...
Moral Support. Where the Web Went Wrong
If you’re into keeping an eye on your clicks, impressions, searches and such then I expect you’re noticing the same things I am. Search impressions are way way up! People...
Commentary: Security Audits and Help Centre Performance
With the attacks on large surface area business applications increasing, it's the right time for Zendesk to encourage admins to re-evaluate security configuration. We have performed audits for enterprise level...
Commentary: Help Centre Themes and AWS Outage Lessons
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We are now offering ready-to-go and also...
Moral Support, the rising tide edition
Hello! Yes I’m a little later than usual. I don’t normally like to publish on Linkedin on Fridays but it has been a hectic week and Friday has come along...
Commentary: Reflections on Copilot and Ticket Summaries
Having had a bit of a fight with Claude over weeks trying to make these summaries good on this page, I have some sympathy for whoever was responsible for the...
Commentary: AI Agents and Platform Evolution
This week we see a big batch of updates, primarily in the AI Agents Advanced package. I know I have a reputation in this space as an AI cynic (see...
Moral Support, the Rosie edit
This week’s feature is from the brain and keyboard of my fellow Deltastring founder Rosie Elliott-Welch. Where is the humanity? Plenty of people in my life have done their time...
Commentary: Delaware Court Ruling and API Updates
Just a couple of smaller items we want to draw your attention to this week: The Delaware court ruled in favour of the Zendesk board once again, which likely draws...
Commentary: Voice Channels and AI Transcription
Voice felt like a channel on the decline for a long time, with its high costs and frustrations around reporting and triage. AI is going to be the key to...
Moral Support plays musical chairs
More support, more morality We’re switching up Moral Support from fortnightly to weekly. It looks like a fortnightly newsletter isn’t ideal for distribution. Weekly editions put us in sync with...
Commentary: Email Authentication and QA Tool Development
We've got some focused and niche updates this week. ARC still has experimental status with the IEFT (RFC history here) but Zendesk handles a huge quantity of email so implementing...
Moral Support reads the news
How are you? Let’s normalise just saying “How are you?” instead of “I hope you’re well” which really means “Don’t you tell me about your problems” doesn’t it? At Deltastring...
Commentary: Security Tokens and Copilot Value
Like last week, security takes priority. It's easy to forget to disable old tokens and we see plenty of instances still allowing simple password access, even for API authentication. Drop...
Moral Support, the heatwave edition
Hello Zendeskers! By Zendesker I mean people whose work is primarily based around operating a Zendesk instance. Did you know internally at Zendesk they call the team Zendeskians? But of...
Moral Support (Atkins edition)
Hello! We’re keeping it lightweight today. I don’t think I’ve ever had a busier fortnight than between the last Moral Support and now as I sit down to write this...
Moral Support, the flip-flops edition
Hello. How are you? It’s definitely summer now here in Hampshire, which affects highly seasonal businesses in different ways. If your busy period is winter, you’ll be looking ahead and...
Yes I hate AI and I'm not yet afraid to say it
though when the machines rise up please don’t quote me on that You can probably tell from the title of this post that I am not, at present, an AI...
The Zendesk world needs a Marques Brownlee
can I say MKBZD? You’re probably familiar with Marques Brownlee. He’s the undisputed king of Youtube tech reviews and has sidelines in car reviews, podcasts, advertising things like laptop covers...
Contracting is all in the preparation
Recently I caught up with an industry colleague for a check-in. She’s super talented but new to gig work, so was complaining that getting settled in to her new contract...