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Get out your gardening tools—how to clean up your users, groups, and organizations Article

Get out your gardening tools—how to clean up your users, groups, and organizations

Getting your hands dirty, in the weeds, isn’t always fun, but it's an important maintenance task…

Tip of the Week: What to expect when rolling out Satisfaction Prediction Article

Tip of the Week: What to expect when rolling out Satisfaction Prediction

Satisfaction prediction has the potential to change the way your team processes customer support requests. See…

Community Tip: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer) Article

Community Tip: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer)

It's common for engineers to seek help from senior engineers in order to resolve tickets or…

Community Tip: Managing complex SLA needs with Zendesk Article

Community Tip: Managing complex SLA needs with Zendesk

Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in…

Zendesk on Zendesk: The lifecycle of a problem ticket Article

Zendesk on Zendesk: The lifecycle of a problem ticket

Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk…

Community tip: Best practices for using views Article

Community tip: Best practices for using views

Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view…

Multiple brands, one Zendesk: introducing Multibrand Article

Multiple brands, one Zendesk: introducing Multibrand

Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent…

Fine Tuning: Agent productivity Article

Fine Tuning: Agent productivity

Is your ticket volume growing, causing your support agents to stress about staying ahead of the…

Community tip: find your repeat customers Article

Community tip: find your repeat customers

I am sure we all have experienced the anxious customer. The one that emails you a…

Re-launch of Zendesk advanced plans Article

Re-launch of Zendesk advanced plans

Today we’re announcing a re-launch of our two advanced plans for new customers joining Zendesk. The…

Community tip: keeping procedures up to date Article

Community tip: keeping procedures up to date

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

Zendesk customization – best practices for UX, part 3 Article

Zendesk customization – best practices for UX, part 3

In part 3, we take a look at how certain customizations are done on the back…

Customizing Zendesk Support: Best practices for UX Article

Customizing Zendesk Support: Best practices for UX

In Part 2 of our Customizing Your Zendesk series, we look at how some of our…

Tip of the week: unraveling host-mapping for Zendesk Article

Tip of the week: unraveling host-mapping for Zendesk

When you first start your Zendesk subscription, the URL for your Zendesk web portal is some…

The new Zendesk: speed Article

The new Zendesk: speed

When dealing with customers, every second counts. So one of the biggest motivators behind the new…

Zendesk Launches in Japan Article

Zendesk Launches in Japan

Today is an awesome day. It’’s the day we’ve officially launched in the Japanese marketplace. Starting…

Tip of the Week: Tracking Requester Language by Email Article

Tip of the Week: Tracking Requester Language by Email

Now that Zendesk has rolled out our new language capabilities with our Dynamic Content feature, it’s…

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 –…

Six Criteria for Selecting Help Desk Software Article

Six Criteria for Selecting Help Desk Software

As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud,…

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.…