You’re not narcissistic—you just want to be everyone’s favorite place to shop

September 23, 2014

As a retailer, you built your product to fulfill a distinct need, or your business was born from a dream. And it’s that bigger thing that your employees are rallying behind

Tip of the week: enhancing customer communication

September 8, 2014

One of the most effective vehicles I have found for reaching out to customers is to mix up the modality of communication. Often we become entrenched in volumes of text that can take an exorbitant amount of time to explain, however, the latest tip of the week offers a more elegant solution

CSM Spotlight: best practices for ticket deflection

August 21, 2014

We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and empowering your customers to use self-service

Community tip: find your repeat customers

August 11, 2014

I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later

Tip of the week: express yourself with email fonts

August 4, 2014

The custom fonts you choose are as much of a fashion statement as the clothes you wear. They can be edgy and inspiring, cool and calm, or even over-the-top

Tip of the week: agent collision detection

June 27, 2014

Agent collision detection is a feature that alerts your agents when another agent is viewing and possibly updating the same ticket

Tip of the week: providing targeted support with Zopim

June 16, 2014

Zopim Chat, like Zendesk, is a powerful and flexible tool with a wide array of customization options to meet your business needs. For most companies, support resources are finite and smart investment of those resources into the right customers will yield the greatest returns

CSM Spotlight: how Zendesk uses Zendesk for support

May 21, 2014

Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer service than virtually anyone. As we’ve grown, we’ve adapted our own Zendesk to support

Tip of the week: crafting better customer responses

May 5, 2014

One of the best investments you can make when working in customer support is taking the time to write appropriate, relevant responses to your customers

Tip of the week: avoid complexity, optimize performance

April 28, 2014

Views enable you to organize your tickets into lists using the ticket and user data in your Zendesk. But if you’ve ever built a complex view with lots of conditions or a view that returns lots of tickets, you may have been less than happy with the time it takes to load

Tip of the week: fine-tuning your Help Center

April 7, 2014

Give your customers the best self-service options by maintaining a fine-tuned Help Center

Community tip: The fab five for customer satisfaction

March 31, 2014

Five fabulous customer tips on customer satisfaction.

Pick up the phone!

March 26, 2014

Email isn’t going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So I’m in no way advocating that you get rid of it

Tip of the week: understanding your customers’ self-service experience

March 24, 2014

As the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your Help Center

Digital hugs and electronic kisses… in a ticket

February 14, 2014

As customer service professionals, we know you love your customers year-round. Even when it’s not Valentine’s Day. Even when they’re

Tip of the week: getting all the details with Liquid Markup

January 31, 2014

Last week, Andrey shared a great tip on how to use Liquid markup to randomize your automated responses

Tip of the week: using Liquid to randomize your canned responses

January 27, 2014

Customers are often annoyed when they know they’ve receive a canned email from an agent, particularly as a follow-up notification or when their ticket status is marked as resolved. So how can you get around this?

When customers go werewolf on you

January 21, 2014

When a customer shape-shifts on you quickly, there’s only one explanation: a werewolf ticket. Nice and friendly one moment, howling mad the next. In this case, you have to go right to the big guns: Pull in

Tip of the week: what to do when an agent leaves the team

January 3, 2014

In a ever-changing environment support agents may come and go. When one leaves, how do you best maintain your support lines of communication

Curse of the mummy ticket

November 19, 2013

I’ve heard it told that if you’re in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like you’re trying to read hieroglyphics

Tip of the week: solving the unsolved ticket mystery

November 8, 2013

The Backlog Evolution report is a great way of seeing how your Zendesk is handling your incoming ticket volume, which will allow you to allocate your resources more efficiently

Zombies discover new way to expand knowledge base: Braaaaaains!

October 28, 2013

If movies like Zombieland, World War Z, and Die You Zombie Bastards! have taught us anything, it’s that the zombie apocalypse is probably going to happen any day now. Any tech company worth its salt

Turning angry customers into loyal fans

October 23, 2013

Here she comes! Maybe her name is Gladys, maybe it’s Tom, Tiffany, or Niles. But whatever his or her moniker, this person’s cranky, irascible presence is bound to send even the best, most dedicated customer service professional running for cover

Tip of the week: using Google Analytics with Help Center

October 7, 2013

With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk