As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud, it can be difficult to evaluate real solutions from pretenders. Finding a platform that’s reliable and addresses your needs is vital. Our guide, Saas Help Desk Software: Your 6 Requirements, identifies six key criteria to consider when evaluating potential […]
My, how times have changed! We’ve updated our Mail API a lot since this was posted. Here’s a link to the updated documentation. The mail API commands within Zendesk allow you, as an agent, to update a ticket in a number of ways directly from your email inbox. They’re fun, handy and, best of all, […]
Customers, friends and fans in The Big Apple: Join us on Tuesday, November 15th for drinks at the Bierhaus NYC. Todd Revolt, director of business development and our Movember team captain (feel free to donate!), will be there to ham it up and share a few drinks. This event will be a great opportunity to […]
You monitor, answer and curate your forums into a highly potent source of customer-happiness-inducing wisdom. But is it actually working? Are you truly addressing your customers needs? Connecting your effort to results is vital to providing effective customer service. Thankfully, our newly released Forum Analytics helps answer these important questions through key metrics that will […]
Have you ever wished that you could allow end-users to see whos been CCd on a ticket? This tip shows you how. Using a very simple chunk of Liquid markup, you can include this information in email notifications. All you have to do is add it to your notification triggers. As an example, lets modify […]
What do these three things have in common? The grand opening of Pearl’s Deluxe Hamburgers! Yesterday, we visited the grand opening ceremony across the street from our office at Sixth and Market Streets in San Francisco. Mayor Ed Lee, a huge proponent of revitalizing the Central Market area, came out for the affair and announced […]
Todd Revolt, our intrepid Director of Business Development, has kicked off an awesome new Zendesk initiative corralling twenty male Zendesk employees (known as “mo bros”) from around the world to take part in the Movember “grow a moustache” charity for the month of November. Each November, thousands of men around the world grow a moustache […]
This tip is a little dated. Read this article for more up-to-date information about managing multiple feedback tabs. You probably already know about our feedback tab. Its one of the simplest ways to allow your customers to create tickets, search forums and start chatting with your agents without having to leave your site, saving time […]
The hits keep coming for our European branch, which recently took home a Best in Cloud award in the Software as a Service Private Cloud category from German magazine COMPUTERWOCHE at their annual Best in Cloud awards. Zendesk competed alongside Pervasive, Brainloop AG, Materna GmbH, and Wasserman AG before taking this years crown. Were […]
Mikkel Svane, CEO of Zendesk, (left) with Mark Laret, CEO of UCSF Medical Center (right) Yesterday, as we sat here toiling away on our quest to build the best damn Danish-founded help desk available, we had a surprise visit from Mark Laret, CEO of the University of California, San Francisco (UCSF) Medical Center. Putting aside […]
One common step in ticket workflows is escalation of issues from agent to agent, or team to team. This can be a necessity when your various agents have different skill sets, language competencies or regional responsibilities. Zendesk, of course, has a solution for this. We have more than one, in fact. Obviously, the simplest option […]
It’s been a couple of months since we’ve settled into our new (and dare we say fabulous space) here in the city’s Tenderloin district. Located at the corner of 6th and Market streets, we’re really in the heart of it all; adjacent to the Donut World, diagonal from Show Dogs, across from the Crazy Horse […]
From American Apparel to your neighborhood coffee shop, businesses of all sizes are turning to daily deal sites like Groupon, Bloomspot and Scoutmob to bring new customers in the door. According to a Rice University study in June 2011, these sites appear to be doing their job, with first-time customers comprising nearly 80% of redeemers. […]
[Editor’s note: you’ve unearthed an artifact from the old days. For the most up to date information, visit: https://support.zendesk.com/hc/en-us/articles/203662206] To help manage your workload, Zendesk allows you to set business hours for your help desk. This can be done by an administrator in Settings > Account > Localization > Business Hours . In this week’s […]
Fresh on the heels of our last meetup in Melbourne, we’re venturing to Sydney to meet more of Australia’s hungriest entrepreneurs. This time, we’ll be at Interactive Accounting’s third entrepreneurship meetup cover “online metrics” featuring food, wine and beer. Our very own Michael Folmer Hansen will discuss the ins and outs of our metrics process, alongside […]
Last week, we opened our doors to our customers and friends, and probably a few crashers, to celebrate our shiny new office at 989 Market St. We snapped a few photos of the setup, but had a real photographer cover the actual event. Her forthcoming pictures will surely trump these, but for now, enjoy a […]
Opaqueness is plaguing the customer service industry, endangering the worlds most precious commodity: happiness. To combat this alarming trend and bring transparency to the masses, a few visionary companies, such as 37signals, Shopify and Mailchimp, recently created customer support-review pages that display users ratings of customer support separate from product reviews. Its a brilliant move […]
[Editor’s note: Zendesk Voice is now Zendesk Talk] Last week, Twilio hosted its first-ever user conference in San Francisco. Our team, along with several hundred talented developers, had the chance to geek out on the latest happenings with the Twilio API, view exciting new Twilio-based products, and meet the Twilio team. We then gave a […]
Sometimes it can feel like youre answering the same questions over and over. One antidote to this frequent problem is to provide your customers with forum articles. For instance, forums are a great way to help your customers find the answers they seek on their own. But forums can also serve another function: ticket deflection. […]
Calling Australia’s best, brightest and most drop-bear-resistant entrepreneurs: Zendesk is hosting next month’s Melbourne Silicon Beach Drinks night and we’d like you to join us! We’re providing drinks and pizzas, so all you need is your glowing smile and infectious charm (and clothes). Michael Hansen, vice president and managing director of APAC, will be on […]
Tags are one of the most powerful tools in Zendesk. With them you can load your tickets with additional data and then create custom workflows using that data. This week we thought that we’d look at the automatic tags feature. In your ticket settings (Settings > Tickets) there’s an option to automatically add tags to […]
Ruby enthusiasts! We’re going to be in New Orleans for RubyConf 2011 and would like to invite you to a meetup we’ll be hosting on Friday, Sept. 30th. Join us for beers, food, Hurricanes, and whatever else tickles your fancy at the Crescent City Brewhouse. The meetup will run from 7 p.m. to 10 p.m. […]
While more and more organizations are turning to social media and other online channels to enhance their customer support, it seems that no matter how sophisticated the technology gets, there’s still no substitute for picking up the phone. In fact, almost 80 percent of customers across industries still prefer to call for support when they […]
No one relishes the thought of having to phone up a support agent to have their issue resolved. The long hold times, the endless maze of menu options, and the dread of getting transferred to a dizzying stream of agents and having to retell your story every single time. Ugh. But guess what? Companies don’t […]
