Zendesk

13 min read· Jun 25, 2026

Zendesk Talk Explained: Running a Call Center in Zendesk

What Zendesk Talk is, how its cloud call center works (IVR, voicemail, recording, callback, softphone), and the seat + per-minute pricing model — a plain-English guide for admins.

14 min read· Jun 25, 2026

The Zendesk API Explained for Non-Developers

A plain-English guide to the Zendesk REST API — what it is, authentication, what you can do with it, pagination, rate limits, and real code examples — written for non-developers wh

15 min read· Jun 25, 2026

The Zendesk Metrics Every Support Team Should Track

A plain-English guide to the Zendesk metrics that actually matter — reply and resolution times, CSAT, volume, reopens, and AI deflection — how Zendesk measures each, and the trap t

15 min read· Jun 25, 2026

Zendesk Custom Fields Explained (Types, Users & Organizations)

A deep dive on Zendesk custom fields: all eleven custom ticket field types, which ones generate tags, custom user and organization fields, conditional and required settings, limits

13 min read· Jun 25, 2026

Zendesk Explore Explained: Reporting & Dashboards

A plain-English guide to Zendesk Explore — prebuilt vs custom dashboards, datasets, metrics vs attributes, the query builder, sharing, live dashboards, and plan limits.

14 min read· Jun 25, 2026

What Are Sunshine Conversations? (Zendesk's Messaging Platform Explained)

A plain-English guide to Zendesk Sunshine Conversations — the omnichannel messaging API behind Zendesk Messaging, who actually needs it, key concepts, and how its MAU pricing works

12 min read· Jun 25, 2026

Zendesk Messaging vs. Live Chat: What's the Difference

Zendesk messaging vs. live chat (Zendesk Chat), explained plainly: session-based vs. persistent conversations, channels, bots/AI, the Agent Workspace, and why Chat is now legacy —

18 min read· Jun 25, 2026

The Zendesk Web Widget Explained

A plain-English guide to the Zendesk Web Widget — what it does, the difference between Web Widget (Classic) and the newer messaging widget, how to install it, and how to configure

13 min read· Jun 25, 2026

Zendesk AI Agents vs. Answer Bot: What Changed

Zendesk replaced Answer Bot with AI agents — here's what actually changed: retrieval-based deflection vs. generative resolution, the Essential/Advanced tiers, the mid-2026 consolid

12 min read· Jun 25, 2026

Zendesk Copilot Explained: The Agent-Assist AI, in Plain English

A plain-English guide to Zendesk Copilot — the agent-assist AI that helps human agents work faster. What it does, how it shows up in the workspace, what the add-on costs, and how i

13 min read· Jun 25, 2026

What Is Zendesk AI? Features, Limits & What It Actually Does

A plain-English map of Zendesk's whole AI suite — AI agents, Copilot, intelligent triage, generative search, and auto-QA — plus an honest take on what it really does and where it f

12 min read· Jun 25, 2026

Zendesk Answer Bot Explained (and Why It's Now 'AI Agents')

What Zendesk Answer Bot was, how its article recommendations and deflection worked, and why Zendesk renamed it — first to 'bots,' then folded it into AI agents. The full history fo