Approach changes by being as transparent as possible. Welcoming feedback helps you as well as your customers.

Are your customer inquiries getting solved for good? Not sure? We’’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’’re able to organize all the information presented to the support team in […]

If movies like Zombieland, World War Z, and Die You Zombie Bastards! have taught us anything, it’s that the zombie apocalypse is probably going to happen any day now. Any tech company worth its salt

Here she comes! Maybe her name is Gladys, maybe it’s Tom, Tiffany, or Niles. But whatever his or her moniker, this person’s cranky, irascible presence is bound to send even the best, most dedicated customer service professional running for cover

As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!

Knowing how customers interact with your product before they even reach out with a support issue can be the deciding factor between customer success and account churn

It started one morning, just after dawn. A comment from a customer in a far off land who was still waiting for a question to be answered. The next morning, just as the sun rose

You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?

For those of you who are gamers and want to add a secret Easter egg for your customers to find

Okay, so customer service ROI isn’t exactly the most scintillating topic. Unless

Customers the world over are suffering from survey fatigue. But while customers may complain about too many surveys, 68 percent of them say that when they stopped doing business with a company, it was because they thought the business was indifferent

With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk

If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions

You’ve done your research, compared the features of different customer service software solutions against what your organization needs, talked to your peers, and signed up for free trials to test the merchandise yourself. But now comes an even bigger task

Zen U. is a forum for customer service professionals to meet, learn about Zendesk, and exchange customer service best practices.

We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible

How can businesses manage the pressure of supporting various online channels that didn’t even exist a few years ago?

Autumn is officially here, and with it comes 6 great new Zendesk integrations to help you better understand and interact with your customers and make your Zendesk experience a little bit more like playing a game

In the age of shared content, publishers across the entertainment and software industries have fixated on the best ways to protect intellectual property against digital piracy. The means publishers use to protect their content

One of the questions we’re often asked is, who should be creating the content for the knowledge base? Some of our customers have technical writers or dedicated roles, many don’t

The benefits and key considerations of hiring and managing virtual teams in today’s technology-supported working environment.

Good ecommerce customer support begins with a solid user interface and user experience design.

I was on a sea voyage, responding to tickets (thanks to Zendesk for iPad) when I saw a ticket from a prospective customer asking if we would be interested in publishing one of her blog posts

You may be familiar with Liquid markup from our email notifications instructions. This templating language allows us to populate placeholders with the appropriate ticket information. But what if the text generated from a placeholder doesn’t look quite right?