Latest stories
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Article
8 min read
Not feeling it? Learn how to navigate the roadblocks to empathy
Science (and perhaps experience) tells us empathy is on the decline. But how much do we really know about empathy? Where does it live in the brain, and is it inherent to all people, or only to some? Can our capacity for empathy be enlarged?
Article
Shit support agents say
At least a few of these phrases are bound to sound familiar whether you're calling customer…
Article
4 min read
The relationship between customer loyalty and expectation
It’s easy to be in love with a brand when everything’s going well. When, for example,…
Article
8 min read
12 funniest customer service scenes in film and television
Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there before,…
Article
4 min read
The magic of a good business partnership: don’t start out as friends
Penn and Teller are a fantastic example of how business partners can be successful when their…
Article
2 min read
**Formatting** where you need it most. Introducing: Zendesk WYSIWYG
Improving the agent experience (and making it easy to use cat .gifs) was our guiding light…
Article
4 min read
How to make your customer feedback form more visible
Gathering user feedback is one of the most straight-forward and effective tactics for improving your product…
Article
8 min read
10 chat handling skills live chat agents need
Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…
Article
2 min read
Zen U Tip of the Week: How to customize auto-response triggers
Can a ticket be created on behalf of a customer (via a phone call for example)…
Article
3 min read
Complex business hours? That's easy! Introducing Multiple Schedules
Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of…
Article
1 min read
Tip of the week: Hide ticket forms based on the user's organization
Currently, when you create a ticket form, there is no tag for specific organizations. In this…
Article
1 min read
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…
Article
5 min read
Creative ways to keep customers entertained while they wait
Waiting for support or assistance is something that customers hate, but companies can make the wait…
Article
1 min read
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…
Article
1 min read
Community tip: Funneling customer orders through Zendesk
My company recently got rid of our CRM for various reasons and, while we were not…
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