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2 min read

Ep. 9: Seeing the Light

Fight Scene! Evil Three vs. The Bartender

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4 min read

Your call is being recorded to ensure quality customer service

“Your call may be recorded to ensure quality customer service.” Pretty much every call to a…

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3 min read

Default triggers explained

Triggers are business rules that are automatically executed in response to certain events that have occurred…

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4 min read

Social studies: A business-to-consumer social media report card

When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…

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6 min read

Do you benchmark your customer service? You should. Here’s why.

[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to…

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1 min read

How LEGO Designs a Customer's Experience

Below is an amazing graphic produced by LEGO that it calls the experience wheel, designed, in…

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3 min read

Automatically turn voicemails into support tickets

This is a guest blog by James W. Breeden, CEO of LiveAir Networks. He describes how…

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6 min read

The Upside of Downtime? Zendesk’s Lessons Learned on Datacenter Migrations

A couple of weeks ago, Foursquare had a major outage. We felt their pain; site outages…

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3 min read

Costco's ridiculously liberal return policy

When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…

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3 min read

Tip of the Week: Email Support for Two Different Products

It is a common scenario for one company to produce more than one product – a…

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4 min read

Tip of the Week: Add a Custom Header to Your Support Emails

A few weeks ago, we discussed adding a custom image to your Zendesk Web Portal. In…

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3 min read

Tip of the Week: Calculate Your Average Resolution Time using CSV exports

As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can…

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4 min read

The importance of friendly customer service: 6 tips from Zappos

Friendly customer service is treating customers with empathy and going the extra mile to meet their…

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3 min read

Tip of the Week: Automations vs. Triggers – When To Use What

Recently, we shared two tips on some automated functions within Zendesk. We described how to use…

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Talking Customer Engagement, Business, and APIs with Robert Scoble

I sat down recently with Robert Scoble of RackspaceCloud and Building43 to discuss the history and…

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1 min read

Thanks for Meeting Us Around the World

Our series of Cloud Camp meet-ups down in Australia and New Zealand concluded yesterday and we’d…

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3 min read

Setup auto-responses to common questions with triggers

One of the keys to streamlining your customer support is responding appropriately to tickets as they…

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