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

March 17, 2016

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

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

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

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

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

Tip of the week: Setting up Zendesk for Trello Integration

February 16, 2016

In this Zendesk Tip of the Week learn how the Zendesk Power-Up allows users to attach Zendesk tickets and views to Trello cards

From the forums: How we make the most of our NPS data

February 11, 2016

Ever wonder how Zendesk analyzes and follows up on NPS data? We know as well as our customers that collecting NPS data is one thing, but making sense of it, and making it actionable, is sometimes another

Community Tip: Facebook Messenger integration for Help Center

February 2, 2016

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.

Tip of the week: Porting numbers into Zendesk Voice

January 12, 2016

For the best audio quality and overall Voice experience, we highly recommend that you port any existing customer service numbers into Zendesk Voice. In most cases, this means

Fine Tuning: Help Center customization

December 17, 2015

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

Tip of the week: Use Curlybars to add images to the Humble Squid category boxes

December 15, 2015

With Curlybars we are able to add the images to the categories natively. This makes it so our customizations are less susceptible to Javascript code breaking or the customer not having the right plugins enabled

Tip of the week: Identifying which Facebook pages your tickets come from

November 17, 2015

If you have multiple Facebook pages linked to your Zendesk account, and you want to identify which Facebook page your tickets are coming from, this tip of the week is for you

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

November 3, 2015

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

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

Tip of the week: Using SurveyMonkey and Zapier to pull custom survey data into tickets

October 20, 2015

This tip of the week addresses those instances where our integrations with SurveyMonkey and Zapier combine to give you a clean connection of data into your Zendesk tickets from custom survey questions

Community tip: Reporting on KCS actions within tickets

June 30, 2015

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: Taking action on customer satisfaction

June 25, 2015

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 turning Customer Satisfaction surveys into positive actions

Tip of the week: Getting started with the Mobile SDK (Part 1)

June 16, 2015

In this tip of the week, we’ll look at implementing the basic aspects of the Mobile SDK using the recently released Swift programming language for iOS and the Objective-C Zendesk SDK Framework

Tip of the week: Hide ticket forms based on the user’s organization

June 9, 2015

Currently, when you create a ticket form, there is no tag for specific organizations. In this tip, I’ll show you a workaround that allows you to hide ticket forms based on user’s organizations.

Fine Tuning: Implementing chat as a channel

May 28, 2015

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

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

Tip of the week: Use single sign-on (SSO) to customize end-user content

May 19, 2015

In support, and especially B2B support, it’s a fairly common to restrict specific content in your Knowledge Base and/or your contact form depending on who’s currently connected to your Zendesk. For example, when supporting multiple companies, you don’t want Company A to see Company B’s Knowledge Base articles. Company C might be the only one allowed to see a specific ticket form. Or, perhaps, Company D would like a specific email template. Every company has different customizations and you need to stay on top of them all

Community Tip: Managing complex SLA needs with Zendesk

May 5, 2015

Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way in this Community Tip

Zendesk on Zendesk: The lifecycle of a problem ticket

April 30, 2015

Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on the lifecycle of a Problem ticket. I’ll post suggestions about how Zendesk Support tracks and resolves