With these new capabilities, you can:
Use autoreply in triggers to send automatic public replies to customers and CC recipients. Agents will now be able to see the message sent to the customer as an internal note in the relevant ticket.
Automatically add internal notes via triggers to provide your team with important information without the customer seeing it.
This makes it easier to keep both customers and internal teams updated without manual processes.
2) Why is this important?
Previously, this feature was limited to Advanced AI users, even though it does not involve any AI functionality. By removing this restriction, Zendesk has made it more accessible for everyone to build effective and optimized workflows.
3) Start the process with optimized triggers
With this Zendesk update, you can improve your response time and provide better customer service, while also saving time for your team. It’s a win-win for both your customers and your customer service team!
If you already use Zendesk, you can start using these features by creating or editing triggers in your system.
For more information or guidance on setting up optimized workflows, please feel free to contact us.