Because newsletters can be fun

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

Community Tip: Creating customized company views

August 4, 2015

In this Community Tip, I’ll share the various shortcuts we’ve discovered that allow our team to maximize the efficiency of the ticketing system and to balance the way we close tickets and maintain quality customer service throughout the process

5 ways to reduce customer care costs without compromising quality

July 30, 2015

According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered. This means that customer churn can hypothetically be reduced by 70% with world class customer care

Fine Tuning: SLAs with Zendesk

July 30, 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 the Zendesk SLA feature. Throughout the day, I’ll post best practices and other resources about Service Level Agreements and our own SLA feature.

Zen U Tip of the Week: How to customize auto-response triggers

July 28, 2015

Can a ticket be created on behalf of a customer (via a phone call for example) without an auto-response being sent to the customer? Yes! In this Zen U Tip of the Week, we’ll look at work-arounds to prevent this trigger from firing for chat and agent-created tickets

Zendesk on Zendesk: Ticket Triage

July 27, 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 we triage tickets

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