Making the most of an NPS survey

September 21, 2017

What can an NPS survey tells you about your customer experience?

Be a better listener

August 7, 2017

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Grow the bottom line by building trust

July 11, 2017

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

5 best practices for designing a knowledge base

July 6, 2017

When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.

Deliver a seamless online customer experience

June 15, 2017

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

How to be human while collecting customer data

May 8, 2017

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

January 15, 2017

This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)

December 13, 2016

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.

Community Tip: How to improve feedback loops with automated peer reviews

December 6, 2016

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script

Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA

November 8, 2016

This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues

Building your Zendesk workflow brick-by-brick

September 22, 2016

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

Tip of the week: A guide to Help Center for Web Portal users

August 30, 2016

This Zendesk Tip of the Week will help you transition from Web Portal to Help Center

Community Tip: How to set a reminder on a ticket

August 8, 2016

Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket

Tip of the week: Markdown embedded images

July 19, 2016

If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect

All about the “About” custom ticket field

June 30, 2016

When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket

Tip of the week: Best practices for altering your custom ticket fields

June 21, 2016

This Zendesk Tip of the Week covers best practice for altering custom ticket fields in your Zendesk.

Community Tip: Connect Zendesk with multiple project boards in MeisterTask

May 17, 2016

Using the MeisterTask integration you can connect your Zendesk account with a project board in MeisterTask to create an efficient communication channel

Play nicely in the ticket queue using the Play button or Guided mode

May 6, 2016

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important as teams expand and share workload across multiple global offices. That’s why, here at Zendesk, we implemented a Play button-centered workflow

TOTW: Let’s chat! Quick tips for training agents on Zopim

May 3, 2016

Getting started with Zopim is easy and here are 5 tips to get your agents ready to chat

Streamline your Zendesk notifications for effective team communication

April 27, 2016

We’re often asked how to optimize Zendesk notifications to ensure that both customers and your support team aren’t overwhelmed. Today, I’ll walk you through my steps for auditing your notification strategy

Community Tip: 3 ways to get the most out of Zendesk’s Pathfinder app

April 26, 2016

Get the most out of Zendesk’s Pathfinder app with this Community Tip from James Baldwin of Change.org

Tip of the week: Notify customers of a post or comment converted into a ticket

March 29, 2016

One of the coolest features in Zendesk Community V2 the ability to create a ticket from a post or comment, and that’s what we’ll talk about in this tip of the week

Get out your gardening tools—how to clean up your users, groups, and organizations

March 24, 2016

Getting your hands dirty, in the weeds, isn’t always fun, but it’s an important maintenance task to help ensure workflows are optimized for agents spending their day in Zendesk