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Category: Zendesk Updates EN

Zendesk App Builder

Reimagine Customer Service Workflows with Zendesk App Builder

Today’s customer service teams rely on speed, accuracy, and seamless workflows. Yet agents still struggle with scattered systems — switching between order platforms, CRM tools, marketing systems, or internal databases. Zendesk solved this years ago with embedded apps such as Shopify, Mailchimp, and CXBOX, bringing external data directly into the Zendesk Agent Workspace. But businesses need more than pre-built apps. They need custom workflows, unique integrations, and tailored UI panels that match how their teams work. Traditionally, building private Zendesk Apps meant weeks of development, UI coding, API mapping, and testing. Introducing Zendesk App Builder — Build Your App...

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Maximize Zendesk Knowledge Base

How to Maximize Zendesk Knowledge Base for Your Help Center

In the digital era, customers expect instant answers. They prefer finding solutions on their own before contacting customer service. This is why a well-structured Zendesk Knowledge Base (Zendesk Guide) has become a critical tool for modern brands. Most businesses use Zendesk Knowledge Base as their Help Center, allowing customers to search FAQs, troubleshoot issues, or learn processes without opening a support ticket. This not only improves customer satisfaction but also reduces the number of repetitive inquiries that agents must handle. How Zendesk Knowledge Base Works Zendesk Guide collects information from two sources: Articles created within Zendesk Guide External content...

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Why Modern Brands Need Real Omnichannel Customer Service — Not Siloed Channels or “Chat-Only” Tools

In today’s digital economy, customer expectations have changed dramatically. Customers are no longer loyal to brands; they’re loyal to experiences. According to PwC, 32% of customers will stop doing business with a brand they love after just ONE poor experience. Meanwhile, Salesforce reports that 73% of customers expect companies to understand their unique needs and expectations—and this is impossible when your customer service stack is fragmented or only supports a single communication channel. Yet many companies still fall into the trap of choosing “lightweight” solutions that only integrate a chat widget or support one or two channels. The result:...

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Onboarding with Zendesk AI Agents Advanced — A Practical Guide for Modern Businesses

Artificial intelligence is no longer an optional “nice-to-have” in customer service — it is now a decisive competitive edge. For companies facing rising support volumes, increasing customer expectations, and the pressure to operate lean, Zendesk AI Agents Advanced provides one of the strongest, most seamless AI automation solutions in the market. Why Consider AI in the First Place: Start with the Vision Before implementing any AI system, businesses need a simple vision: “Use automation to reduce repetitive work, accelerate customer resolution, and deliver consistent service — without adding operational complexity.” Companies that adopt AI early typically outperform competitors in...

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The Knowledge Base

Why Many Businesses Want AI for Customer Service — But Overlook the Real Foundation: The Knowledge Base

In recent years, businesses of all sizes are racing to adopt artificial intelligence (AI) agents and chatbots to serve their customers — especially when customers reach out for support. The promise is clear: faster responses, 24/7 availability, lower cost per interaction. However — there’s a subtle but critical mistake being made: many organisations focus on the flashy AI front-end before securing the underlying data that powers it. The result? AI tools that produce inconsistent answers, escalate too many cases to human agents, or worse, damage brand trust. The Real Foundation: Knowledge Base + Ticket Data Here’s the truth: for...

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Owning the Channel, Owning the Customer: How to Helps Brands Build Lasting Customer Experience (CX)

As we at DEMETER continue to empower our clients in transforming their Customer Experience (CX) journey, one truth becomes clearer with every project we implement: You cannot deliver great customer experience without owning your customer channels and customer data. This is the foundation for every successful CX transformation — and the reason so many brands struggle to convert “awareness” into “loyalty.” The Common Problem: Relying Too Much on Marketplace Channels Many retail brands we work with invest heavily in marketplace advertising and third-party platforms. They boost visibility but often lack control over their customer data. At the end of...

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Who Is Zendesk For? A Complete Guide for CX Leaders Who Aim Higher

In today’s hyperconnected world, Customer Experience (CX) has become the key differentiator between brands that lead and those that lag. For CX leaders and customer service directors, the goal is clear: “Deliver seamless, personalized, and data-driven customer experiences across every channel.” And that’s exactly where Zendesk comes in. Learn more about Zendesk Zendesk Is for Visionary CX Leaders — Not Just for Support Teams Zendesk isn’t just a helpdesk system. It’s a complete customer experience platform built for businesses that want to: Integrate all customer service channels (email, chat, social, voice, WhatsApp, LINE, etc.) Unify customer data for better...

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How to Send Outbound Messages from Zendesk After a Ticket is Closed — and Keep Every Team in One Conversation

If your business is using Zendesk to manage customer service, you might have already faced a common challenge: Once a ticket is marked “Closed”, your team cannot send outbound messages to customers within the same conversation thread.This limitation often creates problems for marketing, logistics, and even post-sale support teams who still need to communicate with customers after an issue is resolved. The Problem with Zendesk’s Closed Ticket Limitation Zendesk is designed around the idea that once a ticket is closed, the issue is complete. However, in reality, customer interaction doesn’t always end there. Marketing teams might want to send...

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Our Experience in Zendesk Implementation — How DEMETER Solves the Outbound Messaging Challenge

At DEMETER ICT, we’ve worked with many clients across Asia who use Zendesk as their primary customer service platform. Zendesk is a world-class system for managing customer inquiries and support tickets. However, after years of implementation experience, we’ve discovered one recurring limitation that affects many organizations: Zendesk is not built to fully support outbound messaging and cross-department engagement on the same customer channels. Pain Points We Found 1. Marketing Teams Can’t Engage Customers via the Same Channels Marketing teams often wish to send promotional or follow-up messages through the same channels their customer service team uses (e.g., LINE, WhatsApp,...

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