Because newsletters can be fun

Tip of the week: Hide ticket forms based on the user’s organization

June 9, 2015

Currently, when you create a ticket form, there is no tag for specific organizations. In this tip, I’ll show you a workaround that allows you to hide ticket forms based on user’s organizations.

When it comes to online shopping, convenience drives conversion [infographic]

June 8, 2015

Did you know that 66% of customers will spend more with a company that they believe provides excellent service? Welcome to the age of the customer, where businesses fly or fail based on the customer service they provide

Modern luxury: Q&A with AllSaints

June 4, 2015

Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of

Community Tip: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer)

June 2, 2015

It’s common for engineers to seek help from senior engineers in order to resolve tickets or escalate them. When a ticket is escalated, the senior engineer owns it—making it easy to track. In some cases though, the ticket is not formally escalated but a senior engineer is still assisting

Celebrating 300 apps

May 29, 2015

This month we are excited to share that we have reached a new milestone in the Zendesk App Marketplace. We thoroughly enjoy working with all of our wonderful partners to build all of these apps and integrations and want to celebrate all of their work and creativity. Today we are proud to announce Instabug as big number 300!

Fine Tuning: Implementing chat as a channel

May 28, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning series focused on implementing chat as a channel.Throughout the day, I’ll post suggestions about how to set goals for chat, whether to use proactive or reactive chat, and agent workflow best practices

Invoice2Go maximizes agent performance with Zopim and Zendesk

May 26, 2015

Invoice2Go, a mobile application designed to help small businesses with invoicing and expense tracking, has been a Zendesk user ever since the inception of their customer service team. They chose Zendesk back in 2011 because it displayed the perfect balance between value and features.

Tip of the Week: Tracking ticket origination from Help Center

May 26, 2015

Have you ever looked at your reporting dashboard and wished you could see the exact tickets in your Zendesk that are created after a search or article view? Sure, you can see how many tickets were created after searching for a term

Changing channels: Live chat takes the lead in the latest Zendesk Benchmark report

May 20, 2015

The headline gave it away, but before reading that, would you have guessed that live chat is the customer service channel with the highest customer satisfaction rate? That’s just one of many goodies in the latest

Creative ways to keep customers entertained while they wait

May 19, 2015

Waiting for support or assistance is something that customers hate, but companies can make the wait more bearable by offering creative alternatives to keep customers busy while waiting in line. These are just a few ideas to get your creative juices flowing and hopefully help set your company apart from the customer service team next door

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