Because newsletters can be fun

Tip of The Week: Escalate Community Topic to a Ticket

June 4, 2010

One of the new Zendesk features available as part of our recently launched community support is the ability to escalate one of your community topics into a ticket. This provides the opportunity to take a many-to-many interaction (customers talking to customers with your agents thrown in) and basically attach a one-to-one interaction to it. Conversations […]

Understanding Your Customers

June 3, 2010

Last week, we wrote about how forums helped us at Zendesk manage customer conversations following the announcement of our pricing changes.  As you know, we ultimately decided to grandfather current customers at their current price indefinitely.  While the public conversation in the forums allowed us to hear back from our users — and mostly hear that […]

Re-Visiting Customer Service at The Linkery

June 3, 2010

Recently we posted about [intlink id=”2879″ type=”post”]customer service and how it relates to tipping[/intlink] in the hospitality industry. That post generated a bunch of comments around the place and since it was in part driven by an almost four year old New York Times article about The Linkery, a San Diego restaurant, we thought it worthwhile […]

Putting the Relationship in CRM

June 2, 2010

Doc Searls, of Cluetrain Manifesto fame writes about the importance for businesses and consumers to manage relationships, not each other: You don’t click on an ‘accept’ button when you go into a restaurant or a bike shop, even though the legal contexts of your actions are plentiful. That’s because you and the owners of the […]

Ticket and Source Code History are Now Intertwined With Beanstalk

June 1, 2010

Zendesk empowers every member of your organization with the ability to offer timely customer support. Your front line support group can escalate tickets requiring engineering attention directly to developers, who can then engage with your customers. Just as it’s important to carefully document customer issues in the history of a ticket, it’s equally important to […]

New York Face-to-Face

May 28, 2010

Thanks to all who met up with us in New York last Thursday! Good times. More photos on Flickr.

The Power of Community Support: How Forums Helped Us Manage Customer Conversations on the Pricing Changes

May 27, 2010

Last week, we announced new Zendesk community support and knowledge base features, a new online editorial called “Zengage”, and new plans and pricing. As many of you know, the pricing changes were the talk of the day. While we won’t detail the whole story here, suffice it to say that we heard from many of […]

Twitter Hits One Million Support Tickets

May 26, 2010

Users, funding, and lines of code are all important metrics for any business. A metric we’re particularly attuned to is the number of support tickets submitted. As your user-base grows, so does your support of them. Twitter has been a Zendesk customer for a little over a year. Recently, they hit one million support tickets […]

Winning the Hearts and Minds of the Customer – Through Support

May 26, 2010

A recent article in Business Week talked about USAA and the fact that it’s had multiple top results in Business Week’s customer service ratings. The USAA offers insurance, banking and investment services to members of the U.S. military and their families.  In the article they give the example of a Military employee who is able […]

Tipping and Customer Service

May 25, 2010

I wanted to raise some questions about tipping and how it relates to customer service. First though an explanation: I live in New Zealand, where tipping isn’t a regular occurrence – our labor laws are such that wait staff and the like earn a livable wage without the promise of extra tips – so I’ve […]

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