Because newsletters can be fun

Zendesk security: best practices for configuration

February 27, 2013

In light of last week’s incident at Zendesk and well-publicized hacks at other companies, security continues to be a major focus for us. As we work to improve the overall security of our service, we’re reminded daily of the rise in social engineering and other security threats to companies of all sizes

We’’ve been hacked

February 21, 2013

We feel that it’s important our customers receive an update from us on a recent security situation. We have an investigation underway and do not have the answer to every question

Tip of the week: using automations to create service level targets

February 19, 2013

Customers expect a higher level of customer service now more than ever before. The key to a high customer satisfaction rating is not only providing an answer that solves your customers question, but providing it in a timely manner

More Great User Groups Coming!

February 14, 2013

We have a few more user groups this quarter and we are hoping to see you there!

Customizing Zendesk Support: Best practices for UX

February 13, 2013

In Part 2 of our Customizing Your Zendesk series, we look at how some of our customers organize, design, and manage their self-service support content to enable users to find what’s relevant for them

Tip of the Week: providing content in multiple languages

February 11, 2013

Sometimes you need to provide content to your users in multiple languages. The key is to avoid displaying unneeded localized content on each page

Changes to our terms of service and privacy policy

February 7, 2013

In a few weeks (March 1, 2013, to be exact) we’ll be implementing some updates to our Privacy Policy and Terms of Service

Customizing your Zendesk – best practices for UX, part 1

February 6, 2013

Recent studies show that 91% of customers would prefer to search a knowledge base for answers–if it meets their needs

Simplified IT service management, part 3

February 4, 2013

There’s nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services

Tip of the Week: Taming your Triggers

February 4, 2013

Triggers help us auto-assign tickets, tag tickets appropriately, and more importantly they allow us to email notifications to our customers and support agents to let them know about comment updates to tickets

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