This week’s tip is an intro to forum functionality that’s great for trial customers, new users and even veterans who haven’t yet used the Knowledge Base feature in Zendesk. You’ll be able to use these features whether you’re creating a customer-facing and/or agent-only Knowledge Base. The features mentioned below are available during your free 30-day
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Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent. Why would you want to route tickets to one agent or one group of agents? Some
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The mail API commands within Zendesk allow you, as an agent, to update a ticket in a number of ways directly from your email inbox. They’re fun, handy and, best of all, easy to master. This tip is an intro to mail API commands and covers just a few of the many, including: Adding a
...read more »How do customers track ticket progress? Is it only via e-mail notification or are they able to login somehow? Just like you want to keep on top of you company’s support requests, you also want your users to be able to keep up with their own tickets. Zendesk gives them a couple ways to do
...read more »Triggers are business rules that are automatically executed in response to certain events that have occurred on a particular ticket. For instance, let’s say you want to send an automatic email to a customer when you solve their ticket. You set up a trigger to do that. Triggers are also extremely helpful in streamlining your
...read more »It is a common scenario for one company to produce more than one product – a software company with three different apps for instance; or a print shop that sells its products to two distinct audiences. In these cases, it can be helpful to keep the support experience for your customers specific, not to your
...read more »At Zendesk, our customer advocates follow a basic ITIL workflow based on escalation. One of the goals when following ITIL is to streamline the communication channel. To accomplish this, a framework is set up so that if a Level 1 agent is unable to solve a ticket, the ticket can quickly and easily be passed
...read more »In a previous Tip of the Week we discussed here how you can [intlink id="2171" type="post"]easily turn a ticket into a macro[/intlink] or a canned response. Here at Zendesk, we have turned many a ticket into macros (over 100 at last count). With all these macros now in place, we’ve realized that keeping that knowledge up
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