Tip of the week: Versioning your SLA policies

April 28, 2015

The new SLAs feature lets admins define specific SLA policies using a wide variety of conditions—anything from ticket fields and tags to custom user or organization fields. While this is certainly needed by most support organizations, those who have contractual obligations also need to be able to version their policies

Fine Tuning: Insights

April 27, 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 Getting to Know Insights. Throughout the day, I’ll post suggestions about

Community tip: Funneling customer orders through Zendesk

April 21, 2015

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

Community tip: Best practices for using views

April 7, 2015

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

Tip of the week: Add and remove individual CCs on a ticket using URL targets

March 31, 2015

Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from

Tip of the week: Restricting agents to specific brands

March 24, 2015

With Zendesk’s Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide

Community tip: How to review tickets and set QA standards as you scale

March 16, 2015

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

Tip of the week: Installing and using the Out of Office app

March 9, 2015

The Out of Office app is the first product developed by the Support Engineering team at Zendesk. It’s a tool for managing the availability of an agent and ensuring that

Tip of the week: Troubleshooting common Help Center issues

March 2, 2015

The Help Center is a great tool to offer self-service options for your customers, and we’ve got lots of great documentation to help you set up and customize your own. This tip of the week is to help troubleshoot

Fine Tuning: Phone support and Zendesk Voice

February 26, 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 phone support and Zendesk Voice

Bonus tip of the week: keep spam out of your Help Center

February 6, 2015

Spam: It’s bad for your email inbox and bad for your Help Center. Fortunately, there’s an easy way to stop spam from

Tip of the week: Autofill the Web Widget contact form

February 2, 2015

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

Fine Tuning: Agent productivity

January 29, 2015

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

Tip of the week: configuring your Zendesk to reply from a single email address

January 26, 2015

The email channel probably handles the majority of your customer support requests. You may have one, two, or multiple email addresses where your

Tip of the week: securing sensitive customer attachments

December 22, 2014

Verifying your customer’s identity through a passport or driver license scan can be an effective verification method. Yet due to the sensitive nature of these documents, and their ability to be used for identity theft, we recommend

Fine Tuning: scaling your Zendesk

December 18, 2014

Is your business growing and your support needs to catch up? Today is your day! We’re hosting a discussion in our forums today focused on scaling your Zendesk

Community tip: refactoring reporting with conditional fields

December 1, 2014

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

Fine Tuning: optimizing security in your Zendesk

November 20, 2014

Do you spend sleepless nights devising ways to make your Zendesk account immune to security threats? Today is your day! We’re hosting a discussion in our forums today focused on safeguards to make your Zendesk account

Tip of the week: build on customers lists to deliver better customer service

November 17, 2014

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

5 ways to add meaning to your customer data

November 12, 2014

You have a lot of customer data in your Zendesk…so now what? Unless you know how to use that data to improve your business, it’s meaningless. Here are 5 tips to help you

Tip of the week: translate ticket fields with dynamic content

October 6, 2014

One of the most common questions we receive regarding the ability to support multiple languages is how to translate or localize your ticket fields

Tip of the week: customize your knowledge base

September 22, 2014

The latest tip of the week is actually a compilation of several useful tips and tricks you can use to make your Help Center content more engaging and beautiful

Can enterprise companies really provide great customer service?

September 17, 2014

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

CSM Spotlight: best practices for ticket deflection

August 21, 2014

We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and empowering your customers to use self-service