Moshe Anisman

And How to measure it in the Age of AI For years, "One-Touch Resolution" has been a key metric for support managers, and for good reason. The idea is simple: a customer has a problem, they contact you, and a single agent reply solves it. Done. Fast and Efficient. It's long been considered a sign of support efficiency and of a well-trained team with the right resources. But in the new AI era, the role of this metric is changing. In fact, if you are implementing AI and automation correctly,...

A Self-Assessment plan for Zendesk Admins 10 Points to improve your Zendesk Setup A Zendesk instance is never "set it and forget it." After a few years, any system that isn't actively maintained starts to decay. It's a problem I see all the time. Countless small changes, temporary fixes, new features, and a revolving door of admins all leave their mark. That clean, efficient setup you once had is now likely a complex web of undocumented triggers and confusing, legacy fields. This "system...