Blog

A practical guide to chatbot analytics: the 8 metrics that actually matter, industry benchmarks for each, and a feedback loop that turns data into real improvements.

Step-by-step guide to connecting Zendesk to Slack for real-time ticket alerts, creating tickets from Slack messages, enabling side conversations, and what to do when you need more than notifications.

Freshworks launched its MCP Gateway at Refresh 2026. Here's what it actually does, which plans get it, and how to connect Claude or Cursor to your Freshservice data.

Step-by-step guide to configuring Forethought AI triage in Zendesk: connection setup, model types, routing rules, QA rubrics, and post-acquisition context.

A practical guide to migrating from Zendesk Chat (legacy) to Zendesk Messaging - what changes, what to export before you start, how to migrate bots and triggers, and what your agents need to know.

Step-by-step guide to setting up voice AI agents in Freshdesk via Freshcaller - from installing Synthflow to assigning it to a live phone number.

A step-by-step guide to configuring Zendesk AI agent handoff - from escalation rules and trigger conditions to routing and the human agent experience.

A practical guide to the 5 best ITSM automation tools in 2026 - from AI overlays that work on top of your existing helpdesk to full enterprise platforms.

Upgrading your Zendesk widget with automation, AI agents, and actionable features can reduce manual work, boost response times, and help support teams handle more with less.