Because newsletters can be fun

Community Tip: Managing complex SLA needs with Zendesk

May 5, 2015

Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way in this Community Tip

The 5 most amazing BuzzFeed support tickets of all time

May 4, 2015

BuzzFeed’s community is loud and proud, averaging 6,000+ comments a day on its website and Facebook page. Additionally, an average of 113 additional messages are sent in to BuzzFeed daily through the editorial feedback form on its content page. It’s flat out amazing to BuzzFeed that readers spend effort to write personal messages—and BuzzFeed is adamant about returning the gesture

Facing forward: the future of customer engagement

May 1, 2015

When starting Zendesk in Copenhagen eight years ago, our founders turned their backs on old, difficult-to-implement, and expensive legacy systems. Then—as today—they firmly believed that modern customer service leaders must

Zendesk on Zendesk: The lifecycle of a problem ticket

April 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 the lifecycle of a Problem ticket. I’ll post suggestions about how Zendesk Support tracks and resolves

4 questions to ask when choosing a help desk

April 29, 2015

Choosing the best software to serve your customers can be tricky. Software Advice recently surveyed IT professionals to learn more about what is valued in help or service desk software. Their full report didn’t include breakdown of preference by vendor, but we were thrilled to hear that so many IT professionals are currently using Zendesk

Tip of the week: Versioning your SLA policies

April 28, 2015

The new SLAs feature lets admins define specific SLA policies using a wide variety of conditions—anything from ticket fields and tags to custom user or organization fields. While this is certainly needed by most support organizations, those who have contractual obligations also need to be able to version their policies

Fine Tuning: Insights

April 27, 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 Getting to Know Insights. Throughout the day, I’ll post suggestions about

Prioritize performance with Zendesk’s new SLAs feature

April 22, 2015

Great customer service is built on meeting customer expectations in a timely manner. When your support center is solving multiple issues across myriad customers though, how do you prioritize which issues should be solved first? Enter the Service Level Agreement

Community tip: Funneling customer orders through Zendesk

April 21, 2015

My company recently got rid of our CRM for various reasons and, while we were not quite ready to graduate to an ERP system, we had to bridge the gap between our Sales team and the processing of our orders. That’s where Zendesk came into the fold

Revitalize your customer service with rotating roles

April 20, 2015

In the world of customer service, keeping things fresh and exciting for your agents is no easy task. Agents whose performance is a bit lackluster may not feel motivated, which might lead

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