Optimize Your Zendesk: Highlights from Our AMA

Optimizing Forms and the Interface: No-Code to the Rescue

Many companies want to better guide their customers without relying on costly development projects.

• Adding Informational Text

You can add instructions directly to native Zendesk forms.

The solution: In the ticket field settings, simply fill in the Description field. This text will appear below the field in your Help Center, allowing you to specify the expected format for an order number, for example ("Must start with two letters followed by three digits").

• Managing Hidden Fields and Dynamic Lists

For more advanced needs (e.g., hiding options from customers while keeping them visible to agents):

The native approach: Apps such as Hide Ticket Fields available on the Zendesk Marketplace allow you to manage field visibility on the agent side.

The dynamic approach: For drop-down menus whose values need to reflect external data (product catalog, inventory, etc.), Alexis recommends using Custom Objects. They enable the creation of synchronized data tables and provide a much smoother and up-to-date experience than static lists.

Zendesk AI: Real Productivity or Marketing Hype?

Feedback from customer Quitoque shows that AI is already delivering tangible ROI.

• Copilot and AI Agent Advanced (AIA)

AI does more than answer questions—it analyzes them.

Intent and sentiment detection: As soon as a ticket arrives, AI identifies whether it is a complaint, a delivery issue, or a refund request.

Quitoque's results: With only four automated use cases at launch, the company was able to resolve 20% of tickets completely autonomously. The next target is 30%, with WhatsApp integration coming soon.

• Supporting Agents

With Copilot, agents no longer start from scratch. AI suggests responses based on the internal knowledge base, leaving agents free to validate the answer or adjust the tone before sending it.

Action Builder Workflows: The End of Traditional Triggers?

Zendesk recently introduced Action Builder, a much more visual interface, similar to tools such as Zapier or Make.

• Better visibility: Unlike traditional triggers, which consist of long lists of linear conditions, Action Builder allows teams to visualize decision trees and branching logic.
• Easy integrations: It greatly simplifies sending data to third-party systems (Slack, CRM platforms, back-office tools) through webhooks, using either no-code configurations or custom code for more advanced scenarios.

Turning Customer Knowledge into an Asset

Keeping a Help Center up to date is often a challenge. Zendesk now makes it possible to leverage the collective expertise of your support teams.

• AI-generated articles: The platform can scan resolved tickets from the past 30 days (up to 50,000 tickets), identify recurring topics, and automatically generate article drafts.
• Centralized notes: For agents who need to store large amounts of text or customer-specific procedures in the sidebar, App Builder enables the creation of custom widgets, eliminating the need for external note-taking tools.

Technical FAQ: Answers from Our Experts

• Can a ticket field be populated from a user profile?

Yes. With Field Mapper, an app developed by SEIF, information such as phone numbers or customer segments can be automatically mapped from the user profile to the ticket.

• How can you manage the requester's language?

Zendesk sometimes defaults to English. Florian recommends reviewing your instance settings, but also leveraging AI to dynamically detect the language of incoming messages and route tickets to the appropriate language-speaking agents.

• Can internal agents receive CSAT surveys?

Zendesk does not natively support CSAT surveys for light agents, in order to avoid skewing satisfaction scores. Third-party solutions such as Diduenjoy can be integrated to address this need.

Conclusion: Which Strategy Should You Adopt?

SEIF's recommendation is clear: take it step by step. There is no need to automate everything at once. Start by identifying your five most time-consuming and low-value processes, then use native Zendesk capabilities and AI to streamline them.

Ready to take things to the next level? SEIF offers several support packages, ranging from instance audits to the complete implementation of AI-powered workflows.

We hope this recap of our Ask Me Anything webinar helped you learn more.   If you have any questions or comments, please feel free to share them with us.

Don't forget to find out more about our expertise in Zendesk by browsing our available support services for auditing, customization on the Zendesk tool.