Time to tackle your ticket backlog

November 1, 2017

A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it

Reducing the stress of constant contact

October 23, 2017

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

Be a better listener

August 7, 2017

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Grow the bottom line by building trust

July 11, 2017

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

The reviews are in: Best headsets for customer service

October 12, 2016

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned pen and paper? If you’re a member of a phone support team, a headset is likely at the top of that list—it definitely is for our customer advocates. In fact, members of our support team are commonly asked for […]

Building your Zendesk workflow brick-by-brick

September 22, 2016

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

The skill every great chat agent needs to have

August 18, 2016

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013

Tip of the week: Markdown embedded images

July 19, 2016

If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect

How customer service agents can think like memory athletes

July 7, 2016

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

Community Tip: Connect Zendesk with multiple project boards in MeisterTask

May 17, 2016

Using the MeisterTask integration you can connect your Zendesk account with a project board in MeisterTask to create an efficient communication channel

Play nicely in the ticket queue using the Play button or Guided mode

May 6, 2016

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important as teams expand and share workload across multiple global offices. That’s why, here at Zendesk, we implemented a Play button-centered workflow

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service

April 5, 2016

In this Zendesk tip of the week, we cover times when “No” is the right answer and how customer service agents can say “No” in a helpful and empathetic way

Community Tip: Show customer love by sending a personal follow up

March 8, 2016

This Zendesk Community Tip from Magoosh explains an easy way to remember to follow up with customers after a certain amount of time

Tip of the week: Use Curlybars to add images to the Humble Squid category boxes

December 15, 2015

With Curlybars we are able to add the images to the categories natively. This makes it so our customizations are less susceptible to Javascript code breaking or the customer not having the right plugins enabled

Tier 1: The most difficult level of support?

November 16, 2015

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he was born and raised, Arthur’s career trajectory is not necessarily what you’d expect. After working as a web developer for more than 10 years, he wanted to try

Community Tip: Create automated public follow-up for tickets in a Pending state

November 3, 2015

There is now a way to create an automated public follow-up for tickets in a Pending state. In this Community Tip, we’ll cover to be used in automation to trigger a public comment visible to clients

Tip of the week: Using business rules to send automated reminders to customers

July 14, 2015

While going back and forth in your support dialogue, what happens when the end-user suddenly drops out of the conversation? In this tip of the week, you’ll learn how to use business rules to help you create an automated process for managing pending tickets in your Zendesk

Fine Tuning: Taking action on customer satisfaction

June 25, 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 turning Customer Satisfaction surveys into positive actions

Tip of the Week: Tracking ticket origination from Help Center

May 26, 2015

Have you ever looked at your reporting dashboard and wished you could see the exact tickets in your Zendesk that are created after a search or article view? Sure, you can see how many tickets were created after searching for a term

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

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