Tip of the Week: Escalating Tickets

October 21, 2011

One common step in ticket workflows is escalation of issues from agent to agent, or team to team. This can be a necessity when your various agents have different skill sets, language competencies or regional responsibilities. Zendesk, of course, has a solution for this. We have more than one, in fact. Obviously, the simplest option […]

Tip of the Week: Using business hours in your triggers and notifications

October 14, 2011

[Editor’s note: you’ve unearthed an artifact from the old days. For the most up to date information, visit: https://support.zendesk.com/hc/en-us/articles/203662206] To help manage your workload, Zendesk allows you to set business hours for your help desk. This can be done by an administrator in Settings > Account > Localization > Business Hours . In this week’s […]

Tip of the Week: Configure Your Help Desk for Different Languages

August 1, 2011

Zendesk is growing at a very fast pace, not only in the US, but all over the world. Currently, Zendesk has more than 40 languages (available free of charge to Plus+ plan customers). In this Tip of the Week, we want to show you how to configure your help desk for different languages, using your […]

Tip of the Week: Deactivating, Cloning, and Editing Triggers

July 18, 2011

Triggers are one of the most powerful components of your Zendesk. It might even seem like there’s a bit of magic to triggers, but there’s actually very little wand waving involved. Triggers do exactly what you tell them to do, nothing more, nothing less. Newer users to Zendesk or users who are currently trialing the […]

Tip of the Week: Controlling Access to Forums

July 11, 2011

Organizations within Zendesk are designed to gather all end-users from a single company that require support into one group. Setting up an Organization enables these users to see all submitted Tickets within their Organization. In the past, the only criteria available to distinguish those users in a specific Organization was by email domain. Thanks to […]

Tip of the Week: Nesting Fields

June 27, 2011

We recently had a customer who wanted their end users to be able to route tickets to very specific departments within the company. This would allow them to bypass their traditional support structure in order to get tickets directly to the appropriate department that could then answer a question as soon as it was submitted. […]

Tip of the Week: Build Reports with GoodData for Zendesk

May 27, 2011

GoodData for Zendesk is an integration that enables Zendesk Plus+ customers to build insightful and powerful support metrics using GoodData’s web-based business intelligence platform.  Plus+ customers have always had access to an export of their ticket data; GoodData for Zendesk makes it easy to start analyzing this data by offering instantly relevant pre-built dashboards and reports […]

Self-Service Support: Are You Doing It Wrong?

March 7, 2011

Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company.  However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent […]

We Love Zendesk for iPad

February 14, 2011

Hey you! We’ve made some major improvements. Check out the new Zendesk for iPad. Today we’re releasing Zendesk for iPad. And we’re extremely proud of it. It has never been easier to stay in touch with your customers. The iPad app is not a reskinned mobile web interface or a revamped iPhone app. It’s an entirely new app built […]

Don’t Keep Your Customers Waiting

January 13, 2011

Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who needs something) should be willing to wait for the service provider (who has what they need). However, somewhere along […]

Default Triggers Explained

December 10, 2010

Triggers are business rules that are automatically executed in response to certain events that have occurred on a particular ticket.  For instance, let’s say you want to send an automatic email to a customer when you solve their ticket. You set up a trigger to do that. Triggers are also extremely helpful in streamlining your […]

Tip of the Week: Calculate Your Average Resolution Time using CSV exports

July 9, 2010

As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can get a good snapshot of your support tickets using the Zendesk graphical reporting available to all accounts (go to the Report page under the Manage tab). If you want to do some more heavy duty analysis, however, it’s best […]

Tip of the Week: Automations vs. Triggers – When To Use What

May 18, 2010

Recently, we shared two tips on some automated functions within Zendesk. We described how to use automations to send notifications to your support team when a ticket needs a reply; and last week, we wrote about how you can use Zendesk triggers to send out auto-responses to some of your more frequent questions. In both of […]

Setup auto-responses to common questions with triggers

April 8, 2010

One of the keys to streamlining your customer support is responding appropriately to tickets as they come in and as they go through your support process

Tip of the Week: Organize Incoming Tickets with Multiple Email Addresses

March 18, 2010

As we’ve discussed previously, two important aspects of building your help desk workflow are Collecting and Processing your incoming tickets. You want to make it easy for your customers to get in touch but you also want to parse and sort through all the various requests. One way to handle this in Zendesk is to […]

Tip of the Week: Use Automations to Send Alerts When a Ticket Needs a Reply

March 11, 2010

The keys to outstanding customer support are simple to understand, but as anyone who’s handled customer issues can tell you, they can be difficult to execute. Answering one customer email in a timely and thorough manner might be easy; but replying to five, 10, 20 emails in an hour? For that, it helps to have […]