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How to set up support tiers
Scale up support as your business grows and improve employee retention with support tiers.
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3 ways to use Zendesk as an ecommerce help desk
Managing support across various channels can create accountability problems and make your customer feel undervalued. Here…
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Play nicely in the ticket queue using the Play button or Guided mode
Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important…
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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…
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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…
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Community tip: Best practices for using views
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view…
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Multiple brands, one Zendesk: introducing Multibrand
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent…
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Fine Tuning: Agent productivity
Is your ticket volume growing, causing your support agents to stress about staying ahead of the…
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Community tip: find your repeat customers
I am sure we all have experienced the anxious customer. The one that emails you a…
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Zendesk customization – best practices for UX, part 3
In part 3, we take a look at how certain customizations are done on the back…
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Customizing Zendesk Support: Best practices for UX
In Part 2 of our Customizing Your Zendesk series, we look at how some of our…
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Tip Of The Week: Understanding Trigger Conditions
There are two types of conditions available in Zendesk – all conditions and any conditions –…
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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,…
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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.…
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Tip of the week: Showing who has been cc’d in email notifications
Have you ever wished that you could allow end-users to see whos been CCd on a…
Do you benchmark your customer service? You should. Heres why.
[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to…
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…
Three Models for Customer Engagement
Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder…
Tip of the Week: Use Automations to Send Alerts When a Ticket Needs a Reply
The keys to outstanding customer support are simple to understand, but as anyone who’s handled customer…