Tip of the week: improve your Help Center with dynamic content

August 18, 2014

In the latest tip of the week, I’m going to show you how to create a Dynamic Content item to dynamically change your Help Center’s design based on the customer’s language

Community tip: find your repeat customers

August 11, 2014

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

Tip of the week: make your email look more like email

July 14, 2014

The default formatting for Zendesk emails is nice if you’re set up to be a ticketing system. But what if your replies need to look like a normal email response?

Tip of the week: HTML in custom ticket field descriptions

July 7, 2014

For a number of reasons, you may want to format your custom ticket field descriptions using HTML. Perhaps you’d like to update the styling, font sizes or colors, or

Tip of the week: test your apps in real time

June 23, 2014

Developing Zendesk Apps without being able to test changes to your code in real time is painful. To help alleviate this, Zendesk built Zendesk App Tools (ZAT)

Your business is all grown up—now what?

June 17, 2014

You’ve survived the awkward teenage years. Your customer base and headcount are steadily expanding, and you’re busy building out new teams across the organization. Everything is on the upswing

Tip of the week: providing targeted support with Zopim

June 16, 2014

Zopim Chat, like Zendesk, is a powerful and flexible tool with a wide array of customization options to meet your business needs. For most companies, support resources are finite and smart investment of those resources into the right customers will yield the greatest returns

CSM Spotlight: how Zendesk uses Zendesk for support

May 21, 2014

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

Community tip: keeping an eye on your data

May 19, 2014

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

Tip of the week: providing multiple feeback options

April 14, 2014

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 […]

Tip of the week: fine-tuning your Help Center

April 7, 2014

Give your customers the best self-service options by maintaining a fine-tuned Help Center

Community tip: The fab five for customer satisfaction

March 31, 2014

Five fabulous customer tips on customer satisfaction.

Tip of the week: understanding your customers’ self-service experience

March 24, 2014

As the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your Help Center

CSM Spotlight: what to consider when going live with Zendesk

March 20, 2014

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,

Tip of the week: measuring search effectiveness in Help Center

March 10, 2014

Continuing our series on best practices for Help Center managers, this week we’re looking at using Google Analytics to measure search

Tip of the week: ask your data the right questions

March 3, 2014

Today we’re kicking off a brand new series that will outline best practices for Help Center managers

How to write a customer service job description

January 29, 2014

Sometimes sitting down to write a job description can feel like a monumental task

Tip of the week: using Liquid to randomize your canned responses

January 27, 2014

Customers are often annoyed when they know they’ve receive a canned email from an agent, particularly as a follow-up notification or when their ticket status is marked as resolved. So how can you get around this?

Community tip: round robin ticket assignment

January 13, 2014

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

Tip of the week: what to do when an agent leaves the team

January 3, 2014

In a ever-changing environment support agents may come and go. When one leaves, how do you best maintain your support lines of communication

Community tip: connecting Zendesk and Google spreadsheets

December 18, 2013

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

Better customer engagement with Survey Monkey, MailChimp, and Zendesk

December 9, 2013

Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with those customers who reach out for help. But what about your customers who don’t reach out?

The great RFP hoax: why boilerplate checklists never work

November 13, 2013

But before rushing into selection process for the next support system that you’ll wind up abandoning in five years, why not stop and examine the selection process itself. A little up-front investment could lead you to

Community tip: How to use views to solve tickets for good

October 29, 2013

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 […]