Teams | Collaboration | Customer Service | Project Management

A glimpse inside our first-ever Geckoboard Breakfast: Measuring What Matters in Support, 2026. A morning of conversations, insights, and connection with leaders from across the Zendesk community. Stay tuned — we’ll be sharing talks, our customer fireside chat, and highlights from the event soon.

Some tickets, like GDPR data deletion requests, need extra care. In this episode of Unlocking Zendesk, Jude Kriwald shows how to use a trigger that adds an automatic internal note — giving agents clear instructions inside Zendesk so nothing important gets missed. This simple workflow keeps everyone aligned and reduces errors without ever leaving the workspace. Automatically add internal notes with key steps or reminders Use tags to ensure the trigger only runs once Keep agents consistent when handling sensitive requests Build better reporting in Explore using these tags.

Overwhelmed by a pile of Zendesk tickets that all need the same update? In this episode of Unlocking Zendesk, Jude Kriwald shows how to use the bulk edit feature to save time and avoid repetitive work. Whether it is updating statuses, assigning tickets, or adding a note across multiple conversations, bulk edit helps you clear the queue in one go. Select and edit multiple tickets at once Update fields like status, assignee, tags, or comments Add internal notes or tags to track bulk updates Save time while keeping your workflows consistent.

Want to make sure unhappy customers get priority attention in Zendesk? In this episode of Unlocking Zendesk, Jude Kriwald shows how to use Intelligent Triage sentiment detection to automatically flag and prioritize tickets with very negative sentiment. With the right trigger, Zendesk can detect frustration and push those tickets to the top of the queue before an agent even opens them.