Ticketing system

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Tip of the week: make your email look more like email Article

Tip of the week: make your email look more like email

The default formatting for Zendesk emails is nice if you're set up to be a ticketing…

How to build a winning IT strategy Article

How to build a winning IT strategy

Focus not only on numbers and ROI and costs, but on a user-centric approach

Tip of the week: agent collision detection Article

Tip of the week: agent collision detection

Agent collision detection is a feature that alerts your agents when another agent is viewing and…

Tip of the week: avoid complexity, optimize performance Article

Tip of the week: avoid complexity, optimize performance

Views enable you to organize your tickets into lists using the ticket and user data in…

Zendesk Security: Announcing SOC 2 Type 1, and more Article

Zendesk Security: Announcing SOC 2 Type 1, and more

Zendesk is happy to announce new security features and updates, like our SOC 2 Type 1…

Tip of the week: measuring search effectiveness in Help Center Article

Tip of the week: measuring search effectiveness in Help Center

Continuing our series on best practices for Help Center managers, this week we’re looking at using…

Ideas from CloudFlare: Help Center customization Article

Ideas from CloudFlare: Help Center customization

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives…

Tip of the week: getting all the details with Liquid Markup Article

Tip of the week: getting all the details with Liquid Markup

Last week, Andrey shared a great tip on how to use Liquid markup to randomize your…

Tip of the week: using Liquid to randomize your canned responses Article

Tip of the week: using Liquid to randomize your canned responses

Customers are often annoyed when they know they’ve receive a canned email from an agent, particularly…

What language barrier? 3 tips for providing multilingual customer support Article

What language barrier? 3 tips for providing multilingual customer support

Excellent customer support is at the core of any successful operation. In our fast-paced, online world,…

10 signs you’’ve outgrown a homemade customer service solution Article

10 signs you’’ve outgrown a homemade customer service solution

Most businesses have one thing in common: they start off with limited resources. When it comes…

Tip of the week: what to do when an agent leaves the team Article

Tip of the week: what to do when an agent leaves the team

In a ever-changing environment support agents may come and go. When one leaves, how do you…

4 steps to uncovering the right metrics for customer service Article

4 steps to uncovering the right metrics for customer service

Businesses are often surrounded by more data than they can handle. The trick is figuring out…

The great RFP hoax: why boilerplate checklists never work Article

The great RFP hoax: why boilerplate checklists never work

But before rushing into selection process for the next support system that you’ll wind up abandoning…

True stories of customer service ROI Article

True stories of customer service ROI

Okay, so customer service ROI isn’t exactly the most scintillating topic. Unless

Tip of the week: formatting placeholders Article

Tip of the week: formatting placeholders

You may be familiar with Liquid markup from our email notifications instructions. This templating language allows…

Tip of the week: keyboard shortcuts without a keyboard Article

Tip of the week: keyboard shortcuts without a keyboard

As you probably already know, the new Zendesk interface is loaded with handy keyboard shortcuts that…

Zombie tickets Article

Zombie tickets

Zombie tickets aren’t like normal tickets. You can’t just solve them with a simple answer, no…

Tip of the week: how to use the new Zendesk security features Article

Tip of the week: how to use the new Zendesk security features

The security requirements for Zendesk customers can vary greatly from company to company. To meet the…

Tip of the week: follow-the-sun Article

Tip of the week: follow-the-sun

By going through some of the main features of Zendesk and discussing them in the context…