Tips & Strategies for Customer Experience

How to Implement Approval Workflows in Zendesk (Native vs Extensions)

jessica@grvaity.cx (Jessica L H Jones) — Mon, 20 Apr 2026 01:17:37 GMT

Implementing approval workflows in Zendesk is straightforward, but success depends on understanding native capabilities before considering extensions.

Native Zendesk vs SweetHawk: Which Approval Workflow Tool Is Right for You?

jessica@grvaity.cx (Jessica L H Jones) — Sun, 12 Apr 2026 23:25:17 GMT

Zendesk comes with a reliable built-in Approval Requests feature. For straightforward, single-level approvals, this is usually enough. The Gravity CX team sees SweetHawk as a way to extend Zendesk by covering needs that the native tools miss. As your approval process becomes more complex, the difference between the two options becomes more noticeable.

CX Trends 2026: AI Transparency in Customer Experience Explained

jessica@grvaity.cx (Jessica L H Jones) — Thu, 26 Feb 2026 22:28:10 GMT

Introduction

AI is making more decisions for customers than ever. By 2026, people want clear explanations for those choices.

CX Trends 2026: Prompt-Driven AI Analytics for Customer Experience

jessica@grvaity.cx (Jessica L H Jones) — Thu, 19 Feb 2026 03:50:21 GMT

Introduction

CX leaders don’t have to wait days for reports anymore. With prompt-driven analytics, you can ask a question and get an answer right away.

CX Trends 2026: Why Text-Only Support Is Falling Behind

jessica@grvaity.cx (Jessica L H Jones) — Sun, 15 Feb 2026 22:14:57 GMT

Introduction

Text-based support was once sufficient. By 2026, customers will expect help through voice, video, images, and chat, often all within a single conversation.

CX Trends 2026: Why Instant Resolution Is Replacing Response Time

jessica@grvaity.cx (Jessica L H Jones) — Sun, 08 Feb 2026 22:32:28 GMT

Introduction

Quick responses used to satisfy customers. Now, they expect their problems to be solved right away, without waiting, repeating details, or following up.

CX Trends 2026: Memory-Rich AI and the End of Customer Repetition

jessica@grvaity.cx (Jessica L H Jones) — Fri, 30 Jan 2026 00:12:30 GMT

Customers are willing to wait briefly for assistance, but they get frustrated when they have to explain the same issue repeatedly.

CX Trends 2026: Why Context Matters Now

jessica@grvaity.cx (Jessica L H Jones) — Tue, 20 Jan 2026 02:00:21 GMT

Customer experience has entered a new phase. The early excitement around AI has faded, and what’s left is a harder question: why does so much CX still feel broken?

Zendesk Data Masking Update: Light Agents and Customer Data Privacy

jessica@grvaity.cx (Jessica L H Jones) — Tue, 06 Jan 2026 22:11:32 GMT

Zendesk now includes data masking for light agents. This gives support teams better control over sensitive customer data and helps them meet privacy, security, and compliance standards.

Key Takeaways

Zendesk now supports data masking for light agents, not just full agents.
Sensitive customer data can be hidden without deleting it.
Helps teams meet GDPR and data protection requirements
Reduces internal data exposure and security risk
Available through Zendesk’s Advanced Data Privacy and Protection (ADPP) add-on
Gravity CX helps teams configure and apply this update correctly.

Zendesk Knowledge Builder 2025: Features, Benefits & Limitations

jessica@grvaity.cx (Jessica L H Jones) — Tue, 16 Dec 2025 21:37:40 GMT

This article also looks at how new tools like Faqify.ai can improve Zendesk’s approach.