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Ticket escalation: What it is + 8 ways to manage it

Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.

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Agent Experience Guide

Customer support agents have a tough job. They need to make sure customers are getting what…

Agent Life Cycle Guide

Your support agents interact with customers more than just about anyone else in your company. They…

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Tiers for fears: Is tiered support for you?

If you’re a business with consistently growing customer base and ticket volume, it might be time…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…

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Beyond Predictive Analytics: Why the future of AI in sales is prescriptive

Held back by an archaic yet steadfast belief in the “art of sales,” the sales industry…

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How to be human while collecting customer data

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…

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Customer service: turning transactions into relationships

Customer service has never been easy. Over the years it has only become more complex and…

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Schedules in Zendesk Support

With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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Outbound team: Welcome to the Zendesk family

We’re happy to report another milestone in Zendesk’s journey to help companies better communicate with their…

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What is the follow-the-sun model? Advantages + strategy

The sun never sets for businesses that rely on remote support, and global support, for customer…

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How to get new software approved

Switching to a new customer support software solution requires involvement from various teams within your organization,…

Make yourself heard

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

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A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organization is no easy task. There’s a surplus of…

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15 tips for working across time zones

Working across time zones can be tricky. Here are some tips to make it easier.

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Zendesk research: analytics

High usage of analytics in customer service pays off: companies that depend more on analytics reports…

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Zendesk research: retail and the holidays

The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As…

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Why you must offer chat support

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane…