Because newsletters can be fun

Go from Outlook email to Zendesk ticket in a flash

November 18, 2015

The new Zendesk add-in for Microsoft Outlook enables anyone in an organization to create a new customer support ticket with a one-click button from directly within Outlook

Tip of the week: Identifying which Facebook pages your tickets come from

November 17, 2015

If you have multiple Facebook pages linked to your Zendesk account, and you want to identify which Facebook page your tickets are coming from, this tip of the week is for you

Tier 1: The most difficult level of support?

November 16, 2015

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he was born and raised, Arthur’s career trajectory is not necessarily what you’d expect. After working as a web developer for more than 10 years, he wanted to try

Standing out from the crowd with proactive live chat support

November 12, 2015

Print Syndicate proves that you can be serious without being too serious. Whether you want to make a political statement or tell the world that you’re a foodie, a cat-lover, video game nerd or

Introducing new plans: more choice, more flexibility

November 10, 2015

Recently, we undertook a large customer research project, during which we spoke to thousands of our customers. We learned that as Zendesk continues to grow and attract companies of all sizes, our customers’ needs have also

Chat Tags: a new way to read between the lines of your customer conversations

November 10, 2015

Live chat interactions are a treasure trove of actionable data about your customers. Zopim’s new Chat Tags are designed to easily uncover the hidden gems.

Expanding our commitment to Melbourne: new office, new Foundation, new partnership

November 8, 2015

When Zendesk’s Melbourne office opened in our new location today, we took the opportunity to go big in expanding our commitment to Victoria with two major initiatives

4 ways to improve your social customer service

November 5, 2015

I doubt that Mark Zuckerberg thought much about disrupting customer service as he developed Facebook in his dorm room. But he did. Facebook, and later Twitter, revolutionized how customers and businesses interact every day. Customers are taking to these instant and

Community Tip: Create automated public follow-up for tickets in a Pending state

November 3, 2015

There is now a way to create an automated public follow-up for tickets in a Pending state. In this Community Tip, we’ll cover to be used in automation to trigger a public comment visible to clients

Why proactive support should be the new standard of IT support

November 2, 2015

Today, customers don’t expect proactive support, but they should. The world around support has changed, technology has advanced, but support has remained stagnant for too long. It’s time support evolved

Zendesk on Zendesk: Maintaining an internal IT Zendesk to provide company-wide support

October 30, 2015

Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on how our IT department provides company-wide support with

Fine Tuning: Capturing the right data to provide a more personalized customer experience

October 29, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on capturing the right user data to provide a more personalized

TLDR: Zendesk adopting generous & equal parental leave benefits

October 28, 2015

As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one of only a few countries around the globe to not have paid parental leave at the federal level. A few states have

Tip of the week: Including 0 values in Insights reports

October 27, 2015

This tip of the week covers how to include 0 values in Insights reports. To do this we’ll create a custom metric using the IFNULL function

Treat yourself to these sweet new integrations

October 26, 2015

A little-known fact: doodling helps you pay better attention. It’s probably safe to say that doodlers also have more fun. This month we’ve got something extra special in Zendesk Labs

What’s the best way to build customer loyalty?

October 23, 2015

So, how do you encourage customers to be loyal? A lot of advice on customer relationships tells you to “delight” your customers. But, there is little difference to customer loyalty when you exceed customer expectations versus simply meeting them

Tip of the week: Using SurveyMonkey and Zapier to pull custom survey data into tickets

October 20, 2015

This tip of the week addresses those instances where our integrations with SurveyMonkey and Zapier combine to give you a clean connection of data into your Zendesk tickets from custom survey questions

Don’t let the holiday season chat influx dampen your mood

October 15, 2015

It’s normal to feel overwhelmed by the sudden increase in chat volume during the holidays, but it can also be the time for your business to showcase great customer support. Here’s how you can manage a surge in chat volume during the holiday season

Welcome BIME Analytics Team to the Zendesk Family

October 13, 2015

We are excited to announce that we have acquired the company and team behind the award-winning BIME Analytics. They have been pioneers in the area of cloud-based analytics since 2009, and we are excited to welcome them to the Zendesk product family. BIME Analytics is a modern business analytics platform, which includes real-time connectors to […]

Send employee satisfaction through the roof

October 12, 2015

Your business has customers. But each organization within your business has customers too. This is more apparent in some departments than others: your IT team sets up new laptops and fixes technical issues across the company; your HR and recruiting teams source

Building a better customer experience through self-service

October 8, 2015

Any company that deals with physical goods needs a way to manage their inventory. TradeGecko is a best-in-class SaaS solution for that often painful and non-sexy part of a business. In fact, they look to

Customer relationships are complicated. Relate can help.

October 7, 2015

Just like our relationships with friends, family, and colleagues, our customer relationships can get complicated. In business, as in life, maintaining healthy relationships takes work—a lot of work. We get it. That’s why today we’re launching

Innovate your customer service with embedded support

October 6, 2015

Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand for customer support that’s embedded into the online experience. Brands can design customer service into your product or app experience with Zendesk’s Mobile SDK and web widget

How to build great internal partnerships (hint: a stick is involved)

October 1, 2015

Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to his peers around the globe, and his innovative ideas have earned him the moniker “secret professor.” His manager shared

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