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...
operations
Posts tagged: operations
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: 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...
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: 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...
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...
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...