Tip of the week: medians (for Advanced Analytics)

October 21, 2013

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!

Tip of the week: add the Konami Code to your Help Center

October 14, 2013

For those of you who are gamers and want to add a secret Easter egg for your customers to find

Tip of the week: custom mobile CSS for Help Center

September 27, 2013

We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible

Tip of the week: how to build great content for your knowledge base

September 23, 2013

One of the questions we’re often asked is, who should be creating the content for the knowledge base? Some of our customers have technical writers or dedicated roles, many don’t

Tip of the week: creating a secure environment

September 3, 2013

Security is not only about passwords, encryption, and anti-virus, it’s also a state of mind. latest tip of the week will show you how to create a secure environment

Community tip: keeping procedures up to date

August 19, 2013

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

Tip of the week: streamline your IT processes with ticket forms

August 5, 2013

Many of the IT management best practices are firmly rooted in common sense. However, all those processes—like problem management, change management, and request fulfillment—can be challenging

Tip of the week: how to use the new Zendesk security features

July 30, 2013

The security requirements for Zendesk customers can vary greatly from company to company. To meet the varied needs of our customers, we strive to make sure our security is both powerful and flexible. It’s also evolving

Bonus tip of the week: know your customers

July 24, 2013

We often hear about the importance of customer service and all the reasons that contribute to a good customer experience, like speed of resolution or a pleasant support agent

Tip of the week: follow-the-sun

July 23, 2013

By going through some of the main features of Zendesk and discussing them in the context of follow-the-sun principles, you’ll be able to approach your Zendesk with more ideas.

Tip of the week: organizing the content in your knowledge base

July 15, 2013

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

Tip of the week: using your voice

July 8, 2013

When you have a problem or a question you often do not have the time to search for an answer or wait for email correspondence

Tip of the week: designing ticket forms

July 1, 2013

I’m always amazed at the number of truly successful support organizations that don’t have any custom fields in their Zendesk – or maybe just 1 or 2

How to get the right info from your customers and solve tickets faster

June 26, 2013

There are so many ways to effectively manage your company’s influx of tickets. You may be getting tickets about everything from product questions to order status to complaints—or even

Community tip: track repeat ticket submitters

May 20, 2013

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

Why having new employees answer support tickets could be the best thing your company ever did

April 30, 2013

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is in sales.” Today, there’s a new mantra inside fast-growing startups

Tip of the Week: Queue Management in Zendesk

April 22, 2013

Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

Tip of the week: using automations to create service level targets

February 19, 2013

Customers expect a higher level of customer service now more than ever before. The key to a high customer satisfaction rating is not only providing an answer that solves your customers question, but providing it in a timely manner

Customizing Zendesk Support: Best practices for UX

February 13, 2013

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

Tip of the Week: providing content in multiple languages

February 11, 2013

Sometimes you need to provide content to your users in multiple languages. The key is to avoid displaying unneeded localized content on each page

Tip of the Week: Taming your Triggers

February 4, 2013

Triggers help us auto-assign tickets, tag tickets appropriately, and more importantly they allow us to email notifications to our customers and support agents to let them know about comment updates to tickets

Tip of the week: customizing customer satisfaction

January 21, 2013

One of Zendesk’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis

Tip of the week: adding the feedback tab to your Facebook Page

January 7, 2013

With our current Facebook integration, you are able to capture both wall posts and private messages into tickets

Tip of the week: streamline support using problem and incident tickets

December 10, 2012

For support agents it might be routine to answer an incoming question, solve a ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time?