Tip of the week: measuring search effectiveness in Help Center

March 10, 2014

Continuing our series on best practices for Help Center managers, this week we’re looking at using Google Analytics to measure search

Tip of the week: ask your data the right questions

March 3, 2014

Today we’re kicking off a brand new series that will outline best practices for Help Center managers

Ideas from CloudFlare: Help Center customization

February 27, 2014

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom touches

Tip of the week: add the Konami Code to your Help Center

October 14, 2013

For those of you who are gamers and want to add a secret Easter egg for your customers to find

Tip of the week: custom mobile CSS for Help Center

September 27, 2013

We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible

The next big thing in customer self-service: Help Center

August 21, 2013

Zendesk has always believed in the power of customer self-service. Today, we’re happy to introduce our new Help Center—an all-in-one knowledge base, community, and customer portal built right into your Zendesk.

Six questions to ask before setting up your community

August 15, 2013

Before you throw open the doors to your user community, there are a few things to do and think about.

Knowledge bases and forums: what’s the difference and does it matter?

May 6, 2013

Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community

Why customer service is so important to online shoppers

January 16, 2013

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction

Tip of the Week – Using Topic Suggestions to Increase Ticket Deflection

March 2, 2012

Providing self-service resources is one of the best ways to increase customer support efficiency. We refer to it as “ticket deflection,” because it reduces the number of tickets users submit. (Clever, isn’t it?) In this week’s tip, Anton explains how to implement a simple ticket-deflection feature within Zendesk that helps users submit forum posts from […]

Build a Virtual Call Center With Our New Call Distributor Widget

May 11, 2011

Our customers can now harness the power of brick-and-mortar call centers without having to hire loads of additional agents, invest in additional hardware, or keep agents tethered to their desks. Thanks to our powerful new Ifbyphone integration organizations of any size can build a virtual call center for their sales or support teams. Incoming calls […]

8 Ways to Ramp Up Help Desk Response Times

December 6, 2010

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]

Three Models for Customer Engagement

May 18, 2010

Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder Alexander, it really nails what Zendesk is all about: After so many years of bad customer support experiences, we wanted to give the world an opportunity to get great service experiences. From the receiving side, from the providing side, […]