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Guides, best practices and product updates for support teams running Zendesk and AI.
Maybe you have a feature listed as “coming soon” in four knowledge base articles, two or three macros, several onboarding emails. Maybe a chatbot answer, too. Yesterday, all of them were precise and accurate. But today is not yesterday. Because today this new feature was released. Someone published an article that does a wonderful job…
Anne-Marie Traas · 6 Oct 2026
A practical workflow for keeping Zendesk Help Center articles and screenshots accurate after a release: find affected articles, draft the changes, retake screenshots and publish, using Claude and the Swifteq MCP Server.
Sorin Alupoaie · 29 Sept 2026
Back in 2013 I took my first job in the SaaS world, as a technical support agent for a “teenager” level website building platform introducing me to the ever popular Customer Satisfaction survey, or CSAT. For the first few months, I thought nothing of it. Close out a ticket, get a (positive) CSAT rating, move…
Anne-Marie Traas · 29 Sept 2026
Burnout is a quiet crisis in SaaS customer support. As AI and automation absorb the routine tickets, human support teams are left handling the hardest, most emotionally loaded conversations in the business, and burnout, disengagement, and agent attrition are climbing as a result. This article covers four causes of customer support burnout that standard wellbeing…
Ines van Dijk · 22 Sept 2026
Most support teams set up a Zendesk Jira integration for one reason: they want engineering to see the tickets that need a real fix without support having to leave Zendesk to ask for it. The integration handles that part well. What it doesn’t solve is everything that happens after the Jira card gets created: That…
Neal Travis · 15 Sept 2026
Contact driver analysis is supposed to tell support leaders why customers get in touch. You’ll often find that reports only tell you what customers asked about. Those are different questions, and the gap between them is where you risk losing a meaningful share of the customer support department’s budget. This article covers: At the end…
Ines van Dijk · 8 Sept 2026
AI data privacy for a support team all starts with one question: does your contract match your configuration? Your team wants AI that can dig into tier 2 and tier 3 tickets: pull the JIRA history, read the logs, and tell you what’s broken. That takes real system access — usually through an MCP server…
Neal Travis · 2 Sept 2026
Customer support teams often receive important information inside attachments rather than in the ticket itself. A customer may send an invoice, shipping label, scanned form, receipt, contract, or image containing details an agent needs before resolving the request. The problem is that this information is usually locked inside the attachment. Agents then have to open…
Sorin Alupoaie · 18 Aug 2026
Every conversation about using generative AI tools in customer service seems to start with the customer-facing side: increasing deflection rates through chatbots. Draft replies faster. Heck, the AI can do it all — you’ll never need to touch a ticket again! While the customer-facing side of support can be a good place for AI (if…
Anne-Marie Traas · 11 Aug 2026
Most Zendesk quality assurance (QA) programs run the same way: a team lead pulls a handful of closed tickets each week and scores them against a scorecard, usually somewhere between 2% and 5% of total ticket volume. The other 95%-plus closes without anyone looking at it. Your QA program has an opinion about a tiny,…
Neal Travis · 4 Aug 2026
Your help center used to be just documentation and a place for customers and support agents to find answers. Now, it’s the thing your support bot reads to answer customers, and it never stopped being documentation. This means every article now has two readers at once. The only problem is that one of them can’t…
Mark Sherwood · 28 Jul 2026
A dog barks once in the background of an otherwise perfect call. The agent scores zero. A phone transfer drops the first two seconds of a handoff. The receiving agent is dinged for an incomplete greeting. A customer’s real name happens to sound like a profanity. An AI-powered QA system flags the agent for inappropriate…
Neal Travis · 21 Jul 2026
Many of us keep hearing that AI is coming for our jobs. Support engineers are no exception. But the reality on the ground can look quite different. Some teams are using AI every day to streamline workflows, automate repetitive tasks, and surface insights faster. Others have seen little change in how they operate over the…
Maryna Paryvai · 14 Jul 2026
In customer support, first touch is always important. But follow-up often gets underestimated when teams talk about what creates a strong customer experience. At small volumes, the processes around follow-up are trivial. The agent sends the key message, the customer replies, and the issue closes. At tens of thousands of tickets a month, that model…
Mark Sherwood · 7 Jul 2026
There’s a Reddit thread on r/callcentres that every support leader should read. An agent describes waking up on rollover day, the morning QA scores reset, excited and confident. They’d followed the call flow perfectly on every new booking call they knew would be reviewed. But QA pulled different calls. The ones where, by their own…
Neal Travis · 30 Jun 2026
