Writing
Here is a question that sounds trivial until it bites you. When you write a value into Zendesk config that is meant to be true or false, does the case...
Read more →If you run more than one brand in Zendesk, you have probably tried to keep email notifications branded with dynamic content: put the brand-specific header in a dynamic content item,...
Read more →Us at Geckoboard, a partner business. That wall quote is more or less the whole post. Our Zendesk configuration management platform, and the MCP that lets you do your Zendesk...
Read more →Alright look. If you’ve built a bunch of Zendesk instances you’ve noticed that it’s a pretty bad time. Zendesk is a great tool and I’m very grateful to Zendesk Inc...
Read more →I’m just back from the Zendesk Showcase in London, where we spent the day showing friends and people we’ve worked alongside for years what we’ve been building. Mostly that meant...
Read more →You were good at your job. You had a rhythm. Dozens of calls a day, updating the supporting casenotes between each one, a constant flow of clients who needed assistance,...
Read more →Part of my heating system wasn’t working properly. The programmer, the bit on the wall that tells the boiler when to fire and which zones to heat. Simple enough component...
Read more →Your Zendesk processes today, visualised. If you need help with Zendesk you can find every flavour of specialist out there, from admins to architects. There are partnership companies, agencies, individual...
Read more →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...
Read more →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....
Read more →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...
Read more →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,...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
Read more →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...
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