Inviting all Zendesk lovers and aficionados, customers and partners, in the Bay area region to meet up in San Francisco on Thursday, July 24 from 6pm to 9pm. Zendesk will sponsor drinks and a little something to nibble. The event will take place at the Gordon Biersch on Embarcadero along San Francisco’s historic waterfront. Please […]
[Editor’s note: Ahhhhh, the old days. This post is very much out of date. Visit Zendesk Chat for all the latest on live chat support] Customers have queried us about chat features in Zendesk for providing “live support” services. It’s not an area we’re heading into, but we are going to demonstrate how such functionality […]
When we first designed Zendesk, we agreed that we shouldn’t implement restrictions on agent’s access to tickets. Our experience with other systems was that agent restrictions led to confusion and unnecessary complexity, because it could quickly become unclear why two agents couldn’t see each other’s tickets or ticket comments. Our reasoning was that for a […]
A new study by Society for New Communications Research provides several interesting facts. For example that a majority of consumers regularly research companies customer care online prior to purchasing products. The study shows that consumers are increasingly using social media to share feedback on their customer care experiences, and finds that it has become increasingly […]
Ever since Zenbaby was featured here on the blog, Zengirl has been pretty jealous. So here she is now unpacking one of our brand new Zendesk branded Buddha Machines.
Say hello to Help Desk Buddhy, the new Zendesk mascot. He’s currently featured in our new banner ads, making his debut these days, but we hope to see a lot more to him in the future.
Reports have been relaunched this weekend, providing our customers with an intuitive analytics tool for ticket data in a very familiar format. The new tool makes it straight forward to monitor implemented KPIs or provide your customers with visualized data for your SLA reports. Get all the details on the new reports in our customer […]
Thank you everyone who took our customer survey last month. You gave us very qualified input for the continued development of our product. Twenty lucky winners of the incredible Buddha Machines were found by random. Congratulations, you can expect your Buddha Machines delivered by the end of the month. Don’t forget that you can always […]
[Editor’s note: This help articles previously linked to from this post have since been replaced. For more information about ticket fields, including Tasks, please view this article]. This weekend’s update brought tasks to Zendesk. Task is a new ticket type alongside Incident, Problem and Question, intended for work orders, change tasks or projects. Tasks can […]
This is probably the closest analogy to the inexplicable backlogs that sometimes just materializes in high-volume help desks. You may perform all the organizational fine-tuning, ITIL training, Airport and Apollo 13 simulation you can dream of, but when volume gets high this stuff just happens. From New Scientist: Traffic that grinds to a halt and […]
[2015 update: You may have noticed this post is pretty old. Here’s more up-to-date information about how Zendesk and Harvest work together.] Time tracking can be an essential need for a help desk. If ticket processing involves actual tasks and work orders carried out, or if customer support contracts are billed on time and material […]
This little troublemaker arrived on December 10 to the great joy of her family and of course the Zendesk team, whereof yours truly is her proud father. And now a Zendesk fan has sent this printed body. The entire team and Miss Zenbaby herself sends our warmest regards and many thanks!
Mid-January we achieved one of our first milestones, reaching 1,000 customers on Zendesk. We launched on October 1st 2007 so our first 100 days have been pretty hectic and it doesn’t seem to stop. Two of the keywords for developing our product and our business were convenience and especially transparency. In that tradition we would […]
Today’s update brings OpenID support to Zendesk. OpenID is an open, decentralized, free framework for user-centric digital identity. It is aimed at solving the problem of Web single sign-on. If you struggle with keeping track of different usernames and passwords at different websites where you have an account, OpenID can help you. With OpenID […]
We want to thank everybody who participated in our customer survey this month. The feedback has been great, both in sheer numbers and in quality. The iPod nano went to Jeremiah Olson from Biomedix in Saint Paul, Minnesota. Congratulations.
We’ve gotten some requests on how to enable SSO for Zendesk. This is a difficult problem which I’ve yet to see an elegant solution for. What’s given is, that we’ll take on a gigantic responsibility and amount of work if we try and support all possible authentication solutions for current and potential customers. It’s not […]
We want to thank all of our customers for making Zendesk a fast-growing success. After our first month we passed 300 customers from 50 countries. But we want to get better every day. So we invite all of our customers to tell us what we do right and what we do wrong, and win one […]
Zendesk has been running in production for a month now. From a technicians perspective, going into production means that you get to know your application really well, really quickly. Before going into production, we’ve had Zendesk running in a staging environment which is basically an internal environment in which we deploy production quality code. Staging […]
Take an end-user position Have you wondered what the self-service support portal and the ticket-interface looks like for a regular end-user. See for yourself. Choose MANAGE / Users and create an end-user. Select that user and click either “Assume” in the list view, or “Temporarily login as Username” on the profile-page. Now you are that […]
As planned we have taken our own medicine and launched Zendesk Support on a Zendesk help desk. Zendesk clients can visit http://support.zendesk.com/access/signup and register themselves for free mail support and access to our support portal. Or send an e-mail to support@zendesk.com and you’ll have a verification link mailed back to you. Please notice that only […]
By popular demand we’ve today launched a new feature in Zendesk, making the application even more suitable for web application companies as an instant-on support platform. As of today Zendesk supports unregistered users. Just route or redirect your current support@ e-mail address to your new zendesk support e-mail address, and let Zendesk take care of […]
When we first designed Zendesk, we had ITIL compliance as a bullet point. We’re children of the ITIL era and speak ITIL natively. But when explaining the ITIL complex to IT people outside of the IT management world, we quickly realized that we weren’t aiming for ITIL compliance but rather ITIL inherent. In the current […]
Ticket types in Zendesk are limited to incidents, problems and questions. Incidents and problems are well documented with their origin in ITIL. But questions are a bit off. And what about service requests? According to ITIL a key component of a service desk, is the ability to handle requests for services (service requests) defined in […]
Zendesk applied for the Techcrunch20 competition (later renamed Techcrunch40), which purpose was to identify the 20 hottest start-ups worldwide with products ready to launch. Approx 700 companies applied, and we were amongst the final 100 that were selected for final interviews and diligence, before it was narrowed down to 20, or 40 as it turned […]
