Prioritize performance with Zendesk’s new SLAs feature
Great customer service is built on meeting customer expectations in a timely manner. When your support center is solving multiple issues across myriad customers though, how do you prioritize which issues should be solved first? Enter the Service Level Agreement
Community tip: Best practices for using views
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to
Let’s get personal! How to showcase your support team on your Help Center
Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.
Tip of the week: Restricting agents to specific brands
With Zendesk’s Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide
Multiple brands, one Zendesk: introducing Multibrand
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for
3 ways to use data to scale your support
When I started working on the support team at Zendesk three years ago, there were only 13 people on the team. Now, that same team is around 60 advocates strong. In the early days, our support process was simple
Level up your in-game support
When I was a little boy, I always rushed to open my new Super Nintendo game on the drive home and poured through the manual so I’d be ready to start playing as soon as I stepped in the door. Reading through gaming manuals has a special place in many people’s hearts. Those were the days when
Fine Tuning: Agent productivity
Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing
Measure customer loyalty right from Zendesk with Net Promoter Score® surveys
Companies looking to gather customer insights often invest huge amounts of financial and human resources in formal customer feedback programs. But does simply listening to your customers really require all of that?
The keys to successful customer service data migration
A data migration project is no small task (understatement alert!). When you’re changing from one customer service system to another, it takes
CSM Spotlight: best practices for ticket deflection
We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and empowering your customers to use self-service
Community tip: find your repeat customers
I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later
Take it or leave it? What help desk data should you migrate?
There are a number of steps to take to know what help desk data is important to migrate, and what isn’t
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 system. But what if your replies need to look like a normal email response?
Tip of the week: HTML in custom ticket field descriptions
For a number of reasons, you may want to format your custom ticket field descriptions using HTML. Perhaps you’d like to update the styling, font sizes or colors, or
Tip of the week: agent collision detection
Agent collision detection is a feature that alerts your agents when another agent is viewing and possibly updating the same ticket
How to provide great customer service through social media
In our new guide to Providing Great Customer Service Through Social Media, we explore some best practices for providing social care through channels such as Facebook and Twitter
Tip of the week: using Liquid to randomize your canned responses
Customers are often annoyed when they know theyve receive a canned email from an agent, particularly as a follow-up notification or when their ticket status is marked as resolved. So how can you get around this?
Re-launch of Zendesk advanced plans
Today were announcing a re-launch of our two advanced plans for new customers joining Zendesk. The Plus and Enterprise plans have seen tremendous innovation
Community tip: keeping procedures up to date
A common feature Im sure every Zendesk user takes advantage of is their wonderful Macros
Tip of the week: designing ticket forms
Im always amazed at the number of truly successful support organizations that dont have any custom fields in their Zendesk – or maybe just 1 or 2
How to get the right info from your customers and solve tickets faster
There are so many ways to effectively manage your companys influx of tickets. You may be getting tickets about everything from product questions to order status to complaintsor even
Tip of the Week: Queue Management in Zendesk
Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?
Tip of the week: notifying external email addresses
Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send