Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.

Here's why omnichannel support for agents and customers is a necessity

Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education

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

Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.

We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

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.

Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

6 support manager skills to focus on that will ensure your support team will be ready for anything

Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

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 critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.

Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management

We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating