Because newsletters can be fun

**Formatting** where you need it most. Introducing: Zendesk WYSIWYG

September 29, 2015

Improving the agent experience (and making it easy to use cat .gifs) was our guiding light when designing the new Zendesk “Rich outbound content for agents” feature (aka WYSIWYG – what you see if what you get). With this feature, agents can now format comments that same way they would an email or word doc, without the nuisance of markdown syntax

Explore the shiny new Zendesk Apps Marketplace

September 28, 2015

In mid-September we unveiled a better-than-ever apps marketplace. With 320 apps and integrations to date, it was time for a fresh look and feel, easier discoverability, and a more

Fine Tuning: Bringing support to your customers with Embeddables

September 24, 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 Embeddables. Throughout the day, I’ll share our pro tips for incorporating

Zendesk on Zendesk: How we rolled out live chat

September 22, 2015

Join us in the Zendesk forums for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on how rolled out chat

What happens in New York… will improve your customer relationships

September 16, 2015

As the inaugural Relate Live conference fast approaches, we’re busy putting the finishing touches on what promises to be a great event in New York. Wondering if you should attend, too? We certainly think so. But don’t take our word for it: We asked

Customer inquiries? Never an issue with Guide

September 14, 2015

Fellow Denmark to Silicon Valley transplant, issuu’s digital publishing platform has enabled over 25 million magazines, catalogs, design portfolios, and other publications to find a place and a readership online. With 25,000 new

How to make your customer feedback form more visible

September 10, 2015

Gathering user feedback is one of the most straight-forward and effective tactics for improving your product or service. And the best way to get honest, insightful feedback is with a form that makes it easy for customers to answer meaningful questions. However, creating the form is only half of the equation. You also need

Tip of the week: How to fix the UTF-8 error when bulk uploading users

September 8, 2015

This tip of the week helps you resolve the UTF-8 error when bulk uploading users to Zendesk. This error occurs when the file you are attempting to upload to Zendesk is not in a UTF-8 format

5 tips to help agents provide great support across multiple chats

September 3, 2015

Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be the channel that produced the highest level of customer satisfaction, beating even email and voice. Here are five tips that will help your agents handle multiple chat requests without sacrificing

Tip of the week: Creating a site map for your Help Center

September 1, 2015

A site map is a helpful file that lets Google and other search engines intelligently crawl your site. This tip of the week describes how to manually create and submit a site map to Google for your Help Center

Updates to our Terms of Service, Privacy Policy, and Cookie Policy

September 1, 2015

Effective October 1, 2015, we’ll be implementing updates to our Terms of Service, Privacy Policy, and Cookie Policy. Here are some key highlights of the changes we have made

Kickstart the school year with these smart apps and integrations

August 31, 2015

The kids are heading back to school and the rest of us are gearing up for fall. From A(gentbot) to Z(CC), these snazzy apps are worth a look. While we grab a cup of

Better business relationships start here: Relate Live NYC

August 27, 2015

From office politics to Machiavellian bosses to customer service interactions gone horribly wrong, business relationships prove to be every bit as complicated as personal ones. That fact makes the challenging jobs of business leaders (and particularly those responsible for the customer experience) even more difficult. What can we do about it? It feels like

Fine Tuning: Seamlessly updating your brand

August 27, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series, focused on updating your company brand. Throughout the day, I’ll post suggestions about what to prepare for pre-launch and what to focus on on launch day

Launching on Product Hunt: Inbox for iOS

August 25, 2015

Inbox iOS, launching on Product Hunt, includes all of our email and collaboration features, in addition to convenient Touch ID security, and push notifications for incoming messages and updates. Check it out in the App store, and team up on email in a whole new way

Tip of the week: Viewing and reporting on specific end-user tickets within Zendesk

August 24, 2015

Trying to view a specific end-users tickets but not finding a way to select them in a view or a report? Fear not, because in this tip of the week I’ll show you how to view and report on specific end-users tickets with ease

6 Best practices for chat etiquette

August 20, 2015

Communicating via live chat is different than interacting with a customer in person, over the phone, or via email. These chat etiquette tips will help you give a better support experience

The ABCs of meaningful customer relationships

August 20, 2015

“82% of small business owners said that loyal customers were the main way they grow their business.” For small businesses, the returning customer is crucial for growth, and yet a

3 ways to improve your customer service content

August 19, 2015

Learn how to quickly improve your customer service content by writing with empathy. Create a better experience for your customers with the methods mentioned in this guest post by Sally Bagshaw, a content strategist based in Brisbane

Tip of the week: Showing Help Center article timestamps in a 12-hour format

August 18, 2015

By default, Help Center article timestamps appears in 24-hour format. But what about if you want to display timestamps in 12-hour format? you can do so by modifying your Help Center theme’s HTML and CSS

On Cloud 9 with these vote-worthy SXSW panels

August 14, 2015

It’s that time of year — SXSW voting time! Seems like you can’t swing a cat without hitting someone in the tech world asking which panel to vote for SXSW interactive. No need to scuff ‘yer boots all up, we are here to help with this list of our favorite vote-worthy SXSW panels. First off, […]

How Geckoboard puts customer service data to work

August 13, 2015

Geckoboard is solving a problem that way too many businesses have: what to do with all of this data? Within any given company

Where in the world is customer satisfaction the highest?

August 11, 2015

Across the globe, businesses are striving to improve customer satisfaction (CSAT) ratings. According to the most recent Zendesk Benchmark report, their efforts are paying off—customers around the world are relatively happy. In fact, the global

Tip of the week: Extracting an order number from your tickets

August 11, 2015

In this tip of the week, I cover a method that enables Zendesk to extract the order number and record it in a custom ticket field without opening a ticket screen. The configuration consists of five steps

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