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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
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
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
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
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
Learn how AI is reshaping SLAs, response times, and support metrics so teams can balance speed, quality, and customer expectations.
Neal Travis · 19 May 2026
