Santa Claus is many things – bringer of presents, harbinger of Christmas, jolly fat man – but he’s also something possibly even more influential than any of those: in many cases, he’s a child’s first direct experience with “customer service.” Only instead of being met by a chic, pretty, dressed-in-black sales clerk, the “customer” is […]

Our second session of the Zen Masters of Customer Service Webinar Series, “Think mobile, act social…customer service gets off the camel,” is just days away! Register today to attend the live webinar next Tuesday, December 13th or to receive the on-demand recording on December 14th! Registration is free, and Guy Stephens, a top UK consulting […]

Providing support for a global product can be an exciting adventure, but if you answer your customers’ tickets in the wrong language, it can leave them feeling like their Babel fish is broken. Zendesk Dynamic Content helps you to provide a seamless support experience for your customers, ensuring that you not only respond to their […]

[Editor’s note: Hop in our time machine, and see who Zendesk integrates with well beyond 2011…] From our mobile apps to our constant stream of new features, we never stop thinking about how to make your life easier. One way we do this is by integrating with useful tools that help make you more efficient. […]

Tis the season for jam-packed malls, aggressive shoppers, and Black Friday stampedes. Shopping in brack-and-mortar stores is a cut-throat game these days. It’s no wonder more consumers are turning to online retailers as a way to beat the holiday rush and peruse a wonderland of possible gifts in the safe confines of their homes or […]

After last week’s successful node.js meetup, we’re excited to announce another one, this time for Ruby. Tomorrow night, December 7th, at 6:00 pm, we’re hosting SF Ruby’s Mechanical Turk-themed meetup at our office. As always, drinks and food will be provided, and we there are a few great speakers lined up for your enjoyment, including […]

Accessing your help desk on mobile devices is an important part of the multichannel support strategy we champion here at Zendesk. We’re constantly building on our mobile apps as we expand our product to help ensure that you never skip a beat. You’ve given us great feedback as part of that process, and now we’re […]

Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers to get the word out when out when they feel a company has wronged them. In fact, a recent study by loyalty marketing company Colloquy revealed that 26 percent of those surveyed said they were far more likely to […]

Enterprises face different challenges than their small- and medium-sized counterparts. With larger organizations, changing platforms is a huge undertaking that involves and disrupts more people. Help desk support software is no different. Employees at all levels need access to help support a broad customer base that isn’t worried about internal issues, only whether their problem […]

There are two types of conditions available in Zendesk – all conditions and any conditions – and defining these conditions can be a lot like ordering a pizza for you and a few friends, in the way that you need to decide which conditions will get you the result(s) that you want. For example, you […]

A big part of our mission here at Zendesk is to help our customers provide the most exceptional customer service possible. Everyone knows that one way we accomplish this mission is through the products that we build and support. At the same time, we also believe that education is a key component of helping companies […]

Here at Zendesk, we’re big fans of Girls in Tech and their goal to promote the hiring and establishment of women innovators in tech. To show it, we’re joining forces to sponsor a special screening of Miss Representation, a Jennifer Siebel Newsom documentary that explores stereotypes in mainstream media and how to overcome them. The […]

Fresh off a successful European tour chock-full of free trainings and free drinks, we had an epiphany: customers love these courses. We received rave reviews about the training sessions from customers across Europe, but sadly, we can’t visit every country. Instead, we’re launching Zendesk University, a joint venture between us and our friends at CustomWare–one […]

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 who’s been CC’d 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, let’s 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. It’s 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 year’s crown. We’re […]

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 […]