Teams | Collaboration | Customer Service | Project Management

AI is changing support faster than most teams can keep up. In this talk from our Geckoboard Breakfast event, Eric Nelson, CEO and co founder of Stylo, shares what their eighteen-month study reveals about how KPIs are shifting as AI becomes part of day to day operations. Eric covers what happens to CSAT when new models drop, why voice is rising again, and how customers are adapting their expectations. He also breaks down the practical changes teams can make right now from rebuilding knowledge bases for AI context, to tightening KPI cycles from annual plans to 60 or 90 day reviews.

A quick look at the ideas and conversations that shaped our first Geckoboard Breakfast event in London. In this highlights reel you’ll hear customers and partners talk about fast growing data sets, how AI is reshaping support, and why real time visibility still matters for every team. You’ll also see how Geckoboard customers use dashboards day to day including weekly customer facing reports and team wide SLA visibility.

A short fireside chat from the Geckoboard Breakfast event in London, featuring Tom Mercer from Spotler and Chris Brogan from Token. They share how real time dashboards help them stay ahead of issues, improve SLA performance, keep product and support aligned, and give customers a clearer view of what’s happening.

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.

Can AI really build dashboards better (and faster) than a human? In this video I put ChatGPT's Agent mode to the test against me, challenging it to create a Zendesk Support dashboard in Geckoboard. Watch as ChatGPT configures key Zendesk metrics like: ...or does it? I filmed the whole build process so you can see exactly where AI shines, where it struggles, and whether letting ChatGPT loose on your dashboards is a realistic shortcut or just a fun experiment.

Keep your Zendesk clean and consistent with this simple trick: the 'Not Present' condition. In this episode of Unlocking Zendesk, expert Jude Kriwald shows how one of the most overlooked options in triggers and views can instantly tidy up your workflows. Instead of checking for a specific value, Not Present checks whether a field has been filled at all — making it perfect for catching incomplete or forgotten tickets.