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IT Service Desk Scorecard

Evaluating a new tool for your IT service desk can be a daunting task, and finding…

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Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

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Forging an unforgettable connection: The Starbucks experience

What could possess someone to visit Starbucks 16 times a month (that’s once every two days)…

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Guide to integrating Zendesk and Salesforce

It's easy to integrate Zendesk and Salesforce — and with plenty of flexible options, you can set it up in the way that makes the most sense for your business

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Don't panic: 6 steps for dealing with service disruptions

Service disruptions have an enormous impact on customers, so it’s best to have a plan in…

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Community tip: track repeat ticket submitters

Keeping track of customers who submit multiple tickets is great way to gauge things like customer…

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Knowledge bases and forums: what's the difference and does it matter?

Customers today expect to be able to come to your website and discover the information they’re…

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Understaffed and extra busy? Here's how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

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Zendesk Insights: Advanced Analytics & Reporting

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Zendesk Overview

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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…

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Customer service rewards and recognition: Happy employees, happy customers

Here's my philosophy: you get happy customers through happy employees

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The good, the bad, and the ugly: the impact of customer service

Our latest infographic highlights the findings of a recent report on customer lifetime value, finally getting…

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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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Customer lifetime value (CLV): What it is + how to calculate it

Customer lifetime value is how much a consumer will spend with your business over time. Learn how to calculate and increase this crucial metric in our guide.

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Small and mighty: Empowered support teams lead to CX success for SMBs

“Champion” small businesses deliver on customer service, agent experience, and agility.

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We're connected: four new integrations

We recently announced our new integration with Shopify. Here are four more great new integrations to…