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Zendesk Tips

Admin Tips

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

January 15, 2017
Admin Tips Chat Zendesk Products Zendesk Tips

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
Admin Tips Chat Zendesk Products Zendesk Tips

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

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

November 8, 2016
Admin Tips Zendesk Tips

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

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

August 30, 2016
Admin Tips Zendesk Tips

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
Admin Tips Zendesk Tips

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
Admin Tips Agent Tips Zendesk Tips

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

Community Tip: Connect Zendesk with multiple project boards in MeisterTask

May 17, 2016
Admin Tips Agent Tips Apps and Integrations Zendesk Tips

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
Admin Tips Agent Tips Support Zendesk Products Zendesk Tips

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

Streamline your Zendesk notifications for effective team communication

April 27, 2016
Admin Tips Support Zendesk Products Zendesk Tips

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
Admin Tips Apps and Integrations Support Zendesk Products Zendesk Tips

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

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

March 24, 2016
Admin Tips Support Zendesk Products Zendesk Tips

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

Tip of the Week: What to expect when rolling out Satisfaction Prediction

March 22, 2016
Admin Tips Support Zendesk Products Zendesk Tips

Satisfaction prediction has the potential to change the way your team processes customer support requests. See what to expect as an advocate and as a manger in this Tip of the Week

Community Tip: Set up Zendesk ticket threshold notifications for email and Slack

March 17, 2016
Admin Tips Zendesk Tips

Notifications are incredibly helpful and can offer instant business insight, but everyone knows they quickly become bothersome if you’re getting too many at a time. The answer to this conundrum is simple

Community Tip: Show customer love by sending a personal follow up

March 8, 2016
Admin Tips Agent Tips Zendesk Tips

This Zendesk Community Tip from Magoosh explains an easy way to remember to follow up with customers after a certain amount of time

Tip of the week: Making the move from Web Portal to Help Center (it’s really not that scary)

March 1, 2016
Admin Tips Guide Help Center Zendesk Products Zendesk Tips

Migrating from Web Portal to Help Center can seem daunting but this Tip of the Week from Jake Bantz makes it easy

So you want to build an app?

February 25, 2016
Admin Tips Apps and Integrations Zendesk Products Zendesk Tips

Today in the Zendesk forums we’re hosting the next installment of our Fine Tuning series, a discussion where we’ll focus on the Zendesk Apps Framework (ZAF) and the technical aspects of

Community Tip: Include end-user browser information via Help Center

February 22, 2016
Admin Tips Help Center Zendesk Products Zendesk Tips

In this Zendesk Community Tip, we cover an easy method for sending over browser information when creating a ticket in the Help Center

Community Tip: Facebook Messenger integration for Help Center

February 2, 2016
Admin Tips Guide Zendesk Products Zendesk Tips

Martijn Snels of pluscloud explains how his team embeds a Facebook Messenger button in the Help Center. With the introduction of Facebook Messenger Page Plugins, this is now possible.

Fine Tuning: Help Center customization

December 17, 2015
Admin Tips Zendesk Tips

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on Help Center customization. Throughout the day, I’ll post suggestions about how to take advantage of

Community Tip: Create automated public follow-up for tickets in a Pending state

November 3, 2015
Admin Tips Agent Tips Zendesk Tips

There is now a way to create an automated public follow-up for tickets in a Pending state. In this Community Tip, we’ll cover to be used in automation to trigger a public comment visible to clients

Tip of the week: Including 0 values in Insights reports

October 27, 2015
Admin Tips Zendesk Tips

This tip of the week covers how to include 0 values in Insights reports. To do this we’ll create a custom metric using the IFNULL function

Community tip: Reporting on KCS actions within tickets

June 30, 2015
Admin Tips Help Center Zendesk Tips

If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]

Fine Tuning: Implementing chat as a channel

May 28, 2015
Admin Tips Chat Zendesk Tips

Join us in the Zendesk forums today for the next installment of our Fine Tuning series focused on implementing chat as a channel.Throughout the day, I’ll post suggestions about how to set goals for chat, whether to use proactive or reactive chat, and agent workflow best practices

Tip of the Week: Tracking ticket origination from Help Center

May 26, 2015
Admin Tips Agent Tips Zendesk Tips

Have you ever looked at your reporting dashboard and wished you could see the exact tickets in your Zendesk that are created after a search or article view? Sure, you can see how many tickets were created after searching for a term

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