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Will you show up with your emotions, or send an emoji instead?

If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…

Article
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The four C’s of cherry-picking

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

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Google Messaging Services Get a Boost with RCS

RCS, or Rich Communication Services, is the next generation of text messaging standard — a decade in the making, the story is a bit complicated

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How an omnichannel customer experience contact center works

An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
5 min read

Knowledge management cultivates high-performing teams

The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource

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Emojis at work: the good, the bad, and the legally binding

Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…

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Support operations: An introductory guide for 2026

Learn how support operations teams provide customer service agents with the tools and processes to improve efficiency and productivity.

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Your smartphone is making you stupid

Among the many life lessons my partner and I learned as we purchased and moved into…

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5 min read

Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

The best things in life are free

Like our demos.

Article
7 min read

The unexpected customer service hero—we all have one

Once upon a time, when I was in a painful and difficult marriage, the city was…

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5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

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1 min read

The Multi-Channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.…

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.

Article
4 min read

Everyone is an SME in the self-service economy

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

Article
7 min read

Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

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2 min read

Feedback is a gift—take it and optimize

If you want to provide optimal support, you need to focus on your agents and what they need

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4 min read

Your mother was right, you are the company you keep

You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…

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4 min read

The key to great service? Saying “I don’t know”

Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.