Recent searches
No recent searches
![Charles Nadeau's Avatar](https://secure.gravatar.com/avatar/add3dbfa56942af3f828a55315211507?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png&r=g)
Charles Nadeau
Joined Apr 14, 2021
·
Last activity Feb 11, 2025
Following
0
Followers
17
Total activity
4585
Votes
8
Subscriptions
4471
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Charles Nadeau
Charles Nadeau commented,
Thanks, Jacob. As I was developing this article, I cleaned up and revised the main article, Customizing your email notifications. One change I made in that article is add a new section called Customizing your email for multiple brands.
View comment · Posted Feb 05, 2025 · Charles Nadeau
0
Followers
0
Votes
0
Comments
Charles Nadeau created an article,
This cookbook contains HTML recipes to customize the look of the emails sent from your account. Customizing the look of your email can help you enhance brand consistency and improve customer engagement. For example, you can add your company logo or a call-to-action banner to the email layout to match your company brand identity or to more closely match the look of your help center.
The look and feel of the email notifications sent from your Zendesk account are largely determined by a pair a templates in Admin Center – one HTML and the other plain text. The plain text template doesn't support the kind of customization discussed in the cookbook. For details, see Customizing your email templates for notifications.
This cookbook includes the following topics:
- Common design patterns for notification email
- HTML guidelines and best practices for email
- Recipe: Add your company logo
- Recipe: Add a company banner
- Recipe: Add a call-to-action banner
- Recipe: Add a footer
- Recipe: Add social media links to the footer
- Recipe: Customize the email body
- Testing your changes
The recipes use HTML and CSS to customize email notifications. For an introduction and reference to CSS, see CSS: Cascading Style Sheets on the Mozilla Developer Network.
Common design patterns for notification email
Understanding common design patterns can help you create cohesive and effective email layouts that align with your brand.
Most notification emails consist of only a handful of components:
- Logo: A logo image.
- Company banner: An alternative to using a logo by itself.
- Content: The email body.
- Call-to-action banner: A call to action to join your community, use your help center, try a new product, and so on.
- Footer: Can contain various information, including contact information, social media links, and so on.
All the components are optional in the email template except for the content.
The recipes in this cookbook describe how to create and insert design elements in the email template. You can mix and match elements to create your own email design. The following are a few common design patterns:
Company logo | Company logo with footer |
![]() |
![]() |
Company banner with footer | Company banner with CTA banner and footer |
![]() |
![]() |
For some inspiration, see some email designs on the Lotus Themes blog.
HTML guidelines and best practices for email
Designing the look and feel of emails can be challenging because HTML and CSS can be rendered differently in different email applications. Certain types of formatting can even be interpreted as spam.
Follow these general guidelines when designing email:
- Keep it simple: Keep your design simple and avoid complex layouts.
- Use tables for layout: Some email applications may not render CSS-based layouts reliably. Creating layouts with HTML tables is more reliable.
-
Use inline CSS styles: Use inline styles, which are styles defined in
the
style
attribute of an HTML element, such as:. Imported stylesheets or styles defined in a
Edited Jan 14, 2025 · Charles Nadeau
0
Followers
3
Votes
2
Comments
Charles Nadeau commented,
PS: API tokens are really just using the basic authentication method, which requires a base-64 encoded string containing a user name and password. One benefit of using API tokens as passwords over letting users choose their own is that they can be managed by an admin in Zendesk.
View comment · Posted Nov 20, 2024 · Charles Nadeau
0
Followers
0
Votes
0
Comments
Charles Nadeau commented,
Hi takazawa,
You can use the Archive Article endpoint to soft delete articles. This removes them from your help center.
You must use the Guide admin UI to restore or to permanently delete articles after they've been archived. See https://support.zendesk.com/hc/en-us/articles/4408832480154-Permanently-deleting-a-knowledge-base-article in Zendesk help.
View comment · Edited Sep 17, 2024 · Charles Nadeau
0
Followers
0
Votes
0
Comments
Charles Nadeau created an article,
This week's release notes include:
Guide and machine learning
New
- Language predictions: Improve the accuracy of the languages predictions when the ticket contains HTML tags or special Unicode scapes
Mobile SDKs
Fixed
- Zendesk iOS SDK v2.21.1: Fixed an issue where calling logout before presenting the conversation screen would result in two tickets being created.
App Marketplace
-
Officely AI
- Officely AI helps your team respond better and faster by understanding the tone of voice and context. We handle repetitive tickets that don't require human intervention. Officely integrates with GPT, Claude, LLaMA, and more and goes beyond simple API connections to these models, employing their own machine learning processes.
-
Google My Business Booster by Adelante
- Google My Business Booster by Adelante is an AI solution for transforming customer enthusiasm into 5-star reviews on Google My Business. Capture authentic, excited reviews with minimal effort.
-
eZSend Many
- eZSend Many integrates directly with your WhatsApp numbers available in Zendesk to send notifications through the WhatsApp native channel. Send proactive mass notifications from Zendesk ticket or customer profiles and interact with your customers quickly and efficiently.
-
Chatarmin
- Chatarmin is one of the best WhatsApp marketing software products built in Austria. Their user-friendly software helps businesses generate new revenue, increase customer retention, and create innovative customer experiences by enhancing existing marketing channels with the extensive reach and features of WhatsApp. Chatarmin is known for its fast-development, proactive support, GDPR-compliance, and its extensive integrations.
-
Fieldproxy
- Fieldproxy is a powerful B2B SaaS solution designed to revolutionize field operations for businesses across industries. Effortlessly create and manage tickets, ensuring no task falls through the cracks. Create jobs directly from Zendesk Support tickets and seamlessly allocate work and tasks to your field agents using intuitive calendars, keeping your team in sync.
-
Agents Only
- Agents Only is a new model to build your customer support teams by marrying humans with software and AI. Improve productivity and efficiency by pairing your own help desk to live agents to manage customer support needs. Agents Only connects your customers with motivated agents who are incentivized to provide the best experience possible. By putting your projects on our platform, you can cut a significant portion of overhead labor and resource expenses from your budget.
-
UpBrains AI Workflow Automation
- UpBrains AI Workflow Automation unleashes the power of AI to streamline your workflows, understand your customer communications, extract information from your tickets and attachments, and empower your team to do more in less time. UpBrains AI transforms your Zendesk into a powerhouse of efficiency and productivity. With advanced AI capabilities, you can effortlessly automate a wide range of tasks. From extracting key information from documents to analyzing sentiments in communications, summarizing past conversations with customers, and integrating with third-party systems and file systems, UpBrains AI ensures your Zendesk is a central hub for smart decision making.
-
OmniSun (paid)
- OmniSun lets you send proactive WhatsApp messages over Zendesk. Send templates instantly, notifications with videos, documents, and images, preview your WhatsApp templates before sending, bulk notifications, and more with this integration.
Products with no updates this week
- Support
- Chat and messaging
- AI Agents (formerly bots)
- Explore
- Talk
- Admin Center
Edited Jun 10, 2024 · Charles Nadeau
0
Followers
8
Votes
2
Comments
Charles Nadeau commented,
Hi Ron, the auth parameter should read as follows:
auth=('
myuser@workdomain.com
/token', '{ZD provided token}')
View comment · Edited Jun 07, 2024 · Charles Nadeau
0
Followers
0
Votes
0
Comments
Charles Nadeau created an article,
This week's release notes include:
Guide and machine learning
Fixed
- In Knowledge in the Agent Workspace, generative search EAP now works for the en-gb locale.
App Marketplace
New
-
Rivelio AI (Support)
- Rivelio AI is a set of AI-powered features designed specially for support teams to enhance their Zendesk experience. This is what your support agents need to be more productive and efficient. It can analyze user messages and tells you how your customers really feel. It helps you decode complex customer emotions and tailor your responses perfectly to direct the communication the way you want. It gives you a concise summary of your chat with a customer, pulling out all the key details you need for a successful interaction. It's a real time-saver. It can even give you an easy-to-read summary of recent requests.
-
SubscriptionFlow (Support)
- SubscriptionFlow is your all-in-one subscription management platform designed to streamline the complexities of recurring billing, invoicing, and customer management for businesses of all sizes. It empowers you to effortlessly set up, customize, and automate subscription plans, ensuring smooth and reliable revenue flow. The integration seamlessly integrates SubscriptionFlow customer and subscription details directly alongside your Zendesk support tickets. This powerful collaboration enhances your ability to provide top-notch customer support by having comprehensive subscription information at your fingertips.
-
Shopify AI Agent by Adelante (Support)
- Shopify AI Agent by Adelante is the perfect tool for solving time-consuming "Where Is My Order" (WISMO) tickets. When you receive a new ticket, the Shopify AI Agent uses Zendesk Advanced AI to identify the customer's needs. If a ticket is identified as a WISMO ticket, the integration activates and retrieves the customers' order details from Shopify. Then it pulls up the latest tracking information from your delivery company. Once it has the details, the Shopify AI Agent sends a personalized response containing all the necessary information to your customer.
-
Noticast (Support)
- Noticast redefines how teams connect and collaborate. With Noticast, say goodbye to wasted time spent juggling multiple platforms. Noticast seamlessly integrates into your existing workflow, making communication more efficient than ever before. Give your agents eye-catching popup notifications that demand immediate attention ensuring they notice urgent updates right away and can't ignore them. Agents can also receive a personalized pop-up window upon login that contains all missed messages and important updates. Stay informed and updated effortlessly. Pin messages for preferred durations, ensuring time-sensitive notifications and important announcements remain visible for exactly as long as needed.
-
Replift Resolve AI (Support)
- Replift Resolve AI learns in real-time, equipping your support team with knowledge not just to answer but to solve even the most challenging problems. Setup? A breeze. Training? Just a couple of hours. Integration? Seamless with Zendesk. Replift knows everything about supporting your products. That’s where Replift changes the game. Unlike other AI solutions that play it safe by memorizing FAQs, Replift dives deep. Every conversation, every query, every nuanced issue your customers face, Replift is there, learning and adapting.
-
Relay (Support)
- Relay is your proactive WhatsApp and SMS bulk messaging tool, created by Zendesk. Proactively communicating service incidents, target VIP customers for special events, promotions, and more, communicate with attendees of special events, solicit additional feedback from loyal customers and more. Easily create a new message template for WhatsApp or SMS and submit them to Meta for approval. Insert dynamic messages from your user's existing data to personalize templates.
Products with no updates this week
- Support
- Chat and messaging
- AI Agents (formerly bots)
- Explore
- Talk
- Admin Center
- Mobile SDKs
Edited Jun 03, 2024 · Charles Nadeau
1
Follower
6
Votes
0
Comments
Charles Nadeau created an article,
This week's release notes include:
Guide and machine learning
New
-
Generative AI for agents. See Agent Generative AI Tools Explore Dataset and Pre-built Dashboard.
Zendesk Explore
Updated
- Calculation formulas with the lowest usage were removed, including HOST, DOMAIN, TLD, JSON_EXTRACT, JSON_ARRAY_LENGTH, JSON_EXTRACT_ARRAY_ELEMENT, HMAC, and GROWTH_RATE.
App Marketplace
-
Strada (Support)
- Strada is an AI admin that generates automations across Zendesk and other APIs. Use Strada to analyze ticket sentiment in real-time with custom categories, close tickets re-opened by a 'Thank You' message, connect to your internal APIs and databases to get customer data when it's needed, or even enrich your customer information in Zendesk by syncing data from Hubspot, Jira, or your data warehouse.
Products with no updates this week
- Support
- Chat and messaging
- Zendesk AI Agents (formerly bots)
- Zendesk AI
- Admin Center
- Zendesk Talk
- Zendesk Sell
- Sunshine Conversations
- Mobile SDK
- Web Widget (Classic & Messaging)
Edited May 28, 2024 · Charles Nadeau
0
Followers
4
Votes
0
Comments
Charles Nadeau commented,
Hi Matt, just today we made an update to the dev docs explaining this issue:
If you make a request to update the
organization_id
property, theorganization_id
of the request updates the default organization for that user and removes all other organizations currently associated with that user. Zendesk recommends using the Organization Memberships API to add or delete organizations for a user.
https://developer.zendesk.com/api-reference/ticketing/users/users/#organization-id
In other words, when updating the user, leave the organization_id blank and make a separate request with the Create Membership endpoint to assign the user to the new organization.
View comment · Edited May 18, 2024 · Charles Nadeau
0
Followers
0
Votes
0
Comments
Charles Nadeau created an article,
This week's release notes include:
- Chat and messaging
- Zendesk AI Agents (formerly bots)
- Zendesk Explore
- Zendesk Talk
- App Marketplace
- Products with no updates this week
Chat and messaging
New
- Auto accept phase 3 changes are live. With this change, auto accepting logic moves to backend to make our systems more reliable.
Zendesk AI Agents (formerly bots)
New
- Present options: API support: API data can now be used to dynamically populate the present options step. Previously the step could only be configured manually with static data.
Updated
- Carousel step selection UI: The step selection UI has been improved to make the choice between dynamically and manually configured steps clearer and consistent with other UI.
Zendesk Explore
Updated
- The CURRENT_WEEKDAY_NUMERIC function returns the current day of the week as a number. Previously, this function returned “7" for “Sunday”, but now it returns “0”. There are no changes for the other days of the week.
Zendesk Talk
Fixed
- Duplicate callback tickets are handled more accurately. An internal note is added to a ticket indicating that it is a duplicate callback.
- Improved the German language greeting to be easier to understand. There were some issues where customers reported it was inaudible.
App Marketplace
- Sigma AI (Support)
- Sigma AI is a customer support automation platform for e-commerce brands. It leverages AI to help resolve 80% of the tickets automatically across multiple channels. With Sigma AI, brands like Dr.Brandt skincare, BugMD, Cleanomic, and Shameless Snacks have seen their response times improve by 90%, resolution times drop by 50%, and CSATs improve by at least 25%. Sigma AI works within platforms like Zendesk and can be used to implement custom workflows for your brand.
- Tulii Statuspage for Support (Support)
- Tulii Statuspage for Support helps businesses keep customers in the loop during downtime, build complete trust, and reduce support tickets, so your team can focus on the fix. Unlock the power of customer experiences with Zendesk integration, empowering support teams or agents with enhanced visibility into issues for more effective problem resolution. Provide support teams with superior visibility on issues for building lasting relationships through efficient issue resolution.
-
Botsonic (Support)
- Botsonic is a state-of-the-art generative AI platform designed to revolutionize customer service through automation. The platform's primary objective is to enable the creation of AI agents that are capable of making autonomous decisions. These decisions are informed by a comprehensive knowledge base and various data sources that the AI is trained on. With its advanced capabilities, Botsonic aims to significantly reduce customer service costs by as much as 80% while maintaining or even improving the quality of service provided.
-
Automated Alerting and Reporting by SwiftCX (Support) (Chat)
- Automated Alerting and Reporting by SwiftCX for Support and Chat gives your team superpowers to stay on top of all of your important data easily. Monitor important ticket or Talk activity, automatically, enable powerful reports from their catalog or create your own, and even connect your Slack and have all your alerts and reports distributed where you want it with ease.
-
Trigger Manager (Support)
- Trigger Manager is a handy tool that lets you export all your Zendesk Support triggers to a CSV file. View your triggers, actions, conditions and more in CSV format.
-
LiveX AI Reply (Support)
- LiveX AI Reply transforms Zendesk support by harnessing advanced AI to streamline workflow and deliver automated, personalized customer communications. With seamless Zendesk integration, this powerful tool provides automatic user email summaries and internal notes, generates high-quality email replies, and continuously learns from each interaction. By optimizing productivity and reducing costs, LiveX AI empowers businesses to exceed modern customer expectations with exceptional, efficient support.
-
Oct8ne (Support)
- Oct8ne is an innovative visual chat tool (live chat, chatbot, and messaging) that is revolutionizing the way e-commerce interacts with its customers. With an intuitive interface, its visual support allows for real-time product or service showcasing and recommendations, offering personalized assistance both with human agents and through its chatbot, significantly boosting sales and customer satisfaction. Additionally, Oct8ne stands out for its integration with platforms like WhatsApp, Instagram, and Facebook, facilitating connection with customers through their preferred channels.
Products with no updates this week
- Support
- Guide and machine learning
- Zendesk AI
- Admin Center
- Zendesk Sell
- Sunshine Conversations
- Mobile SDK
- Web Widget (Classic & Messaging)
Edited May 14, 2024 · Charles Nadeau
1
Follower
4
Votes
1
Comment