Because newsletters can be fun

Customer satisfaction last quarter: trick or treat?

October 31, 2013

With the release of the our quarterly Zendesk Benchmark report, we’re very happy to announce that customer satisfaction rose globally for the second consecutive quarter after more than a year in decline

Full transparency: Change is good

October 30, 2013

Approach changes by being as transparent as possible. Welcoming feedback helps you as well as your customers.

Community tip: How to use views to solve tickets for good

October 29, 2013

Are your customer inquiries getting solved for good? Not sure? We’’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’’re able to organize all the information presented to the support team in […]

Zombies discover new way to expand knowledge base: Braaaaaains!

October 28, 2013

If movies like Zombieland, World War Z, and Die You Zombie Bastards! have taught us anything, it’s that the zombie apocalypse is probably going to happen any day now. Any tech company worth its salt

Turning angry customers into loyal fans

October 23, 2013

Here she comes! Maybe her name is Gladys, maybe it’s Tom, Tiffany, or Niles. But whatever his or her moniker, this person’s cranky, irascible presence is bound to send even the best, most dedicated customer service professional running for cover

Tip of the week: medians (for Advanced Analytics)

October 21, 2013

As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!

Are you thinking what I’m thinking? Customer context leads to better service.

October 17, 2013

Knowing how customers interact with your product before they even reach out with a support issue can be the deciding factor between customer success and account churn

Permanent daylight: the cure for vampire tickets

October 16, 2013

It started one morning, just after dawn. A comment from a customer in a far off land who was still waiting for a question to be answered. The next morning, just as the sun rose

Manage your virtual support team like a BOSS

October 15, 2013

You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?

Tip of the week: add the Konami Code to your Help Center

October 14, 2013

For those of you who are gamers and want to add a secret Easter egg for your customers to find

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