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How to provide better live chat at scale: introducing Zopim Premium

April 16, 2015

Customer service is all about the connection forged between a support agent and his customer. But as a business grows and expands its support team, it becomes harder to maintain the same level of personalized service customers expect

To customer service, and beyond!

April 13, 2015

Curious about what’s ahead in the ever-evolving world of customer service? In the recent Forrester report, Trends 2015: The Future of Customer Service, Kate Leggett outlines

Why everyone loves live chat

April 9, 2015

When compared to channels like email and phone, live chat boasts the highest customer satisfaction rates (73%). It’s not just consumers who are enamored with chat. Businesses are

Meeting customer expectations… at scale

April 8, 2015

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service

Community tip: Best practices for using views

April 7, 2015

Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to

Let’s get personal! How to showcase your support team on your Help Center

April 3, 2015

Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.

The secrets to providing great support at scale

April 2, 2015

We’ve talked about why it’s important to scale your customer support when your business is growing. But how exactly does a company go about implementing changes that will help their customer support accommodate increasingly larger volumes of customer requests?

Tip of the week: Add and remove individual CCs on a ticket using URL targets

March 31, 2015

Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from

Fine Tuning: Blueprinting your Help Center

March 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 Blueprinting your Help Center. Throughout the day, I’ll post suggestions for brainstorming and refining ideas for

Our latest integrations and apps

March 27, 2015

The Zendesk Apps Marketplace is growing all the time. In the last few weeks, we’ve added new apps and integrations for messaging, dashboards, time tracking, and much more, including a special something for

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