Because newsletters can be fun

Ning, School Loop, and the Art of Supporting a Freemium Model

May 18, 2010

Ning, an online platform for building your own social networks, made headlines recently when they announced they would be phasing out their free product and cutting 40% of their staff. The basic problem, as new CEO Jason Rosenthal explained in an email to the company, was that their free service was costing them a lot […]

The Art of Troubleshooting

May 18, 2010

By definition, troubleshooting is the process of diagnosing the source of a problem. We might troubleshoot some problems ourselves, but when we need help, we turn to those who have more skills or knowledge than us — customer service representatives, for example, or tech support — in order to assist us troubleshoot that problem. But […]

Some Support Tickets are Absurd

May 18, 2010

Most support exchanges are straightforward and friendly (hopefully); some can frustrating and heated (hopefully not too many); but in some cases, those exchanges can be patently absurd. Our friends at crowdSPRING recently shared a support interaction which began “Hello, whores” and then continued into a philosophical discussion about vegetarianism Peter Singer would be proud of. […]

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

May 18, 2010

Recently, we shared two tips on some automated functions within Zendesk. We described how to use automations to send notifications to your support team when a ticket needs a reply; and last week, we wrote about how you can use Zendesk triggers to send out auto-responses to some of your more frequent questions. In both of […]

Competing through Customer Engagement

May 14, 2010

The NYTimes recently profiled how a small dry-cleaning business in Kansas City, Mo. survived the arrival of a large corporate competitor in town. Hangers Cleaners started in 2004; in 2008 Proctor & Gamble moved into town with a new Tide dry-cleaning service. [T]hey’re spending tons of money marketing and undercutting price,” owner Joe Runyan said. […]

How Zendesk Uses Zendesk: The Collection Process

May 14, 2010

Here at Zendesk, our relationship to our software is two-fold. On the one hand, it is software that we build – we write code, maintain servers, market to potential customers. On the other hand, it is software that we use – we collect support requests, handle incident reports, participate in the forums. This post describes […]

Tip of the Week: Offer Support in Multiple Time Zones

May 13, 2010

Last [intlink id=”6″ type=”post”]Tip of the Week[/intlink], we discussed the importance of meeting your customers where they are; and how Zendesk allows you to offer support in multiple languages. Another important, but often overlooked, way to orient your support customer-wise is through the way you record time. Support issues are often defined by how quickly […]

Next Watering Hole Meet-up: New York City

May 12, 2010

From Auckland to Seattle to Buenos Aires to London, we’ve been around the world inviting you to come meet-up with us. With an online business these gatherings are our chance to meet you face-to-face and hear what’s happening in your world. Thanks for letting us buy you a beer. To see more photos from past […]

A Common Scenario for Growing Businesses

May 10, 2010

Handset Detection is a new service which helps developers deliver content and applications to all the various mobile platforms available by offering those developers mobile website redirection or mobile device detection, and in more advance cases mobile content adaption. After using email for many moons, they chose Zendesk recently to help them manage their support. […]

Thanks for the Great iPhone App Reception

May 7, 2010

In just one week Zendesk for iPhone has made it to the list of United States Top 500 Overall Apps. That’s amazing stats for a business app for customer support and engagement on the iPhone. Thank you. Right now we’re the fourth most downloaded free business app, and featured on the front page of the […]

We know. It's a lot to take in.

Sign up for our newsletter and read at your own pace