zendesk
  • Log in
  • Product Support
    • Zendesk Help Center
    • Support Help Center
    • Guide Help Center
    • Chat Help Center
    • Talk Help Center
    • Connect Help Center
    • Explore Help Center
    • Developer Help Center
  • Company
    • About us
    • Press
    • Investors
    • Events
    • Careers
    • Diversity & Inclusion
    • Social Impact
    • Legal
  • Contact Us
  • English
    • English (US)
    • English (UK)
    • Español
    • Español (LATAM)
    • Português
    • Français
    • Deutsch
    • Italiano
    • Nederlands
    • 日本語
    • Pусский
    • 한국어
    • 繁體中文 (台灣)
    • 繁體中文 (香港特區)
    • ไทย
  • Zendesk. Be the company your customers want you to be.
  • Toggle Mobile Menu
  • Products

    The Zendesk Suite

    Everything you need to be everywhere your customers are, wrapped up in one pretty package.

    Includes: Support, Guide, Chat, and Talk

    Zendesk Sunshine

    The Zendesk platform. Open, flexible, and powerful enough to build the best customer experiences.

    • Support

      Integrated customer support

    • Guide

      Knowledge base and smart self-service

    • Chat

      Live chat and messaging

    • Talk

      Call center software

    • Connect

      Proactive campaigns

    • Explore

      Analytics and reporting

    • Sell

      Sales force automation

    • The Marketplace

      Browse apps, integrations, and partners

    • Visit The Marketplace to browse Apps, Integrations, and Partners

  • Pricing
  • Demo
  • Solutions

    Solutions

    • Omnichannel support

      Seamless customer service across all channels

    • Scale with smart self-service

      Improved resolution rates, lower support costs, and happier customers

    • Zendesk for Enterprise

      An agile solution to scale your support operations

  • Services
  • Resources

    Resources

    • Library

      Guides, research, videos, and resources

    • Events

      Come meet us in person

    • Partners

      How to locate or become a Zendesk partner

    • Blog

      News, tips, and best practices

    • Live webinars

      Online events

    • API & Developers

      Info for building things with Zendesk

    • Customer stories

      See what success with Zendesk looks like

    • Relate by Zendesk

      Customers. Colleagues. Community. It's complicated.

    • Repeat Customer

      A podcast about amazing customer experiences

  • Company
    • Contact us
    • About us
    • Press
    • Investors
    • Events
    • Careers
    • Diversity & Inclusion
    • Social Impact
    • Legal
  • Language
    • English (US)
    • English (UK)
    • Español
    • Español (LATAM)
    • Português
    • Français
    • Deutsch
    • Italiano
    • Nederlands
    • 日本語
    • Pусский
    • 한국어
    • 繁體中文 (台灣)
    • 繁體中文 (香港特區)
    • ไทย
  • Get started
  • Log in
Blog
Blog
Products
  • Integrated customer support
  • Knowledge base and smart self-service
  • Live chat and messaging
  • Call center software
  • Proactive campaigns
  • Analytics and reporting
  • Embeddables
  • Apps and Integrations
  • All Products
FEATURED ARTICLE
Best Practices
  • Customer service leadership
  • Customer experience
  • Agent experience
  • Team management
  • Zendesk customers
  • All Best Practices
FEATURED ARTICLE
Zendesk Tips
  • Admin tips
  • Agent tips
  • All Zendesk tips
FEATURED ARTICLE
News
Subscribe

Zendesk Tips

Agent Tips

Skills-based routing: Route your way to success

June 29, 2018
Admin Tips Agent Tips Support Zendesk Products Zendesk Tips

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

Fill knowledge gaps with the Knowledge Capture app

May 3, 2018
Admin Tips Agent Tips Guide Zendesk Products Zendesk Tips

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.

Happier agents go with the flow

February 8, 2018
Agent experience Agent Tips Team management Zendesk Tips

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.

Tip of the Week: Auto-assigning Tickets

December 5, 2017
Agent Tips Zendesk Tips

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 […]

Time to tackle your ticket backlog

November 1, 2017
Agent Tips Customer service leadership Team management Zendesk Tips

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
Admin Tips Agent Tips Phone Support Team management Zendesk Tips

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
Admin Tips Agent experience Agent Tips Best Practices Zendesk Tips

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
Admin Tips Agent Tips Customer experience Zendesk Tips

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
Admin Tips Agent Tips Operations Support Workflow Zendesk Tips

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
Agent Tips Phone Support Zendesk Tips

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
Admin Tips Agent Tips Operations Workflow Zendesk Tips

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
Agent Tips Customer Relationships Talk Zendesk Tips

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
Admin Tips Agent Tips Zendesk Tips

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
Agent experience Agent Tips Customer service leadership Productivity

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
Admin Tips Agent Tips Apps and Integrations Zendesk Tips

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
Admin Tips Agent Tips Support Zendesk Products Zendesk Tips

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
Agent Tips Customer Support Zendesk Tips

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
Admin Tips Agent Tips Community Zendesk Tips

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
Admin Tips Agent Tips Zendesk Tips

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
Agent Tips

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
Admin Tips Agent Tips Zendesk Tips

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

Fine Tuning: Taking action on customer satisfaction

June 25, 2015
Admin Tips Agent Tips Best Practices Zendesk Tips

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
Admin Tips Agent Tips Zendesk Tips

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
Admin Tips Agent Tips Zendesk Tips

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

1 2 3 ▸
  • Subscribe
  • Scroll it up

By continuing to use this website, you consent to the use of cookies in accordance with our Cookie Policy.

Our Products
  • The Zendesk Suite
  • Support
  • Guide
  • Chat
  • Talk
  • Explore
  • Connect
  • Sell
  • Sunshine
  • Integrations & Apps
  • Product Updates
Top Features
  • Ticketing System
  • Knowledge Base
  • Community Forums
  • Help Desk Software
  • IT Help Desk
  • Security
  • Tech Specs
Resources
  • Product Support
  • Request a demo
  • Library
  • Zendesk Blog
  • Live webinars
  • Training
  • API & Developers
  • Services & Partners
  • For Retailers
  • Relate by Zendesk
  • Customer Stories
  • Services
Company
  • About us
  • Press
  • Investors
  • Careers
  • Diversity & Inclusion
  • Neighbor Foundation
  • Contact us
  • Sitemap
  • System Status
  • Product Help
  • Legal
Favorite Things
  • Zendesk for Enterprise
  • Zendesk for Startups
  • Sh*t Agents Say
  • Zoe Calls Home
  • Zendesk Benchmark
  • Zendesk for Small Business
  • Gartner CRM Magic Quadrant
  • Hiring Great Support Teams
  • Customer Experience Trends
Enter the Fold

Subscribe to our newsletter.

Please enter a valid email address
Please also send me occasional emails about Zendesk products and services. (You can unsubscribe at any time.)
Please select an option

Welcome to the club!

Sorry, something went wrong!

Please reload the page and try again, or you can email us directly at support@zendesk.com.

Terms of Use Privacy Policy Cookie Policy ©Zendesk 2019

We know. It's a lot to take in.

Sign up for our newsletter and read at your own pace

Please enter a valid email address
Please also send me occasional emails about Zendesk products and services. (You can unsubscribe at any time.)
Please select an option

Welcome to the club!

Oops! Sorry something went wrong, try again later?

Please also send me occasional emails about Zendesk products and services. (You can unsubscribe at any time.)
Please select an option