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

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

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 Getting to Know Insights. Throughout the day, I’ll post suggestions about

My company recently got rid of our CRM for various reasons and, while we were not quite ready to graduate to an ERP system, we had to bridge the gap between our Sales team and the processing of our orders. That’s where Zendesk came into the fold

Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to

It’s easy to recognize that each company and their approach to support, tickets, and their customers is unique. Out of fairness, here’s the approach I’ve had for the last two years that’s turned out to be

The new Embeddable Web Widget makes it easy to bring an effortless support experience to your users—but you can make it even better with the Web Widget API. By adding a few lines of

Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing

Our implementation of reporting on why people are writing in to support was pretty simple at first. An ever increasing drop down of issue types. We implemented this since

For new customers, user management is a big topic in our training sessions. They often ask, “Once I get my customers into my Zendesk, how can I tap into the data about them, their issues and company

Personable, friendly, responsive. Probably not the adjectives you’d use to describe the customer service you get from big, enterprise companies. But why not? Is it because they don’t

I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later

Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer service than virtually anyone. As we’ve grown, we’ve adapted our own Zendesk to support

In the latest tip of the week. we’ll learn how to build custom Zendesk reports and keep track of important customer service metrics

Imagine a situation when you need to provide your customers with more than one option for providing feedback. It could be that you have customers who speak a multiple languages and you want to offer a feedback tab for each one. Or you may want to provide feedback tabs that are specific to a single […]

New to Zendesk? Today is your day! Join us for a community discussion of tips and best practices for successfully launching your Zendesk, including suggestions on planning your launch,

Looking for an equitable and automatic way to assign tickets to your agents? We’ll show you how to use Zendesk and free tools from Google to set up round-robin-style assignment for your tickets

At Control Group, we’re constantly reevaluating our own internal workflow to be more productive using the tools we already have

Are your customer inquiries getting solved for good? Not sure? We’’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’’re able to organize all the information presented to the support team in […]

As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.

Keeping track of customers who submit multiple tickets is great way to gauge things like customer satisfaction, product quality

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