Agent tips

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Tip Of The Week: Understanding Trigger Conditions Article

Tip Of The Week: Understanding Trigger Conditions

There are two types of conditions available in Zendesk – all conditions and any conditions –…

Tip of the Week: Saving Time with Mail API Commands Article

Tip of the Week: Saving Time with Mail API Commands

My, how times have changed! We’ve updated our Mail API a lot since this was posted.…

Tip of the Week – Manage Multiple Feedback Tabs on Multiple Websites Article

Tip of the Week – Manage Multiple Feedback Tabs on Multiple Websites

This tip is a little dated. Read this article for more up-to-date information about managing multiple…

Tip of the Week: Automatic Ticket Tagging Article

Tip of the Week: Automatic Ticket Tagging

Tags are one of the most powerful tools in Zendesk. With them you can load your…

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Tip of the Week: Deactivating, Cloning, and Editing Triggers

Triggers are one of the most powerful components of your Zendesk. It might even seem like…

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Tip of the Week: How to Avoid Agent Collision

You’ve probably seen this scenario before. You’re working on a ticket, selecting the relevant fields, making…

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Mobile Devices Are Transforming Customer Service

Experts are saying that 2011 is the year that mobile computing will transform customer service. That’s…

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Tip of the Week: Email Support for Two Different Products

It is a common scenario for one company to produce more than one product – a…

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Training employees to learn

Zengage is all about customer experience – bringing you help and advice to ensure that your…

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Tip of the Week: Escalating Your Tickets With Groups

Please visit this article for the most up to date version of this tip: Escalating Your…

Setup auto-responses to common questions with triggers Article

Setup auto-responses to common questions with triggers

One of the keys to streamlining your customer support is responding appropriately to tickets as they…

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Five rules for the Karma Agent

Heavily inspired by the article “How to be a Buddha Boss” from Swedish web site Chef.se…

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Story of Clive the support agent

“There is a happy ending after the tale of woe and despair. If you’re a software…

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A few tips

Take an end-user position Have you wondered what the self-service support portal and the ticket-interface looks…