Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them.

A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.

Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.

Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent. Why would you want to route tickets to one agent or one group of agents? Some […]

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.

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

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

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

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

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 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

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

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

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

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

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

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

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

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

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

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

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

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

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