Tip of the week: keyboard shortcuts without a keyboard

September 9, 2013

As you probably already know, the new Zendesk interface is loaded with handy keyboard shortcuts that allow you to execute routine tasks such as opening a new ticket or setting a ticket without lots of mousing around and clicking

Tip of the week: creating a secure environment

September 3, 2013

Security is not only about passwords, encryption, and anti-virus, it’s also a state of mind. latest tip of the week will show you how to create a secure environment

Community tip: keeping procedures up to date

August 19, 2013

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

Zombie tickets

August 14, 2013

Zombie tickets aren’t like normal tickets. You can’t just solve them with a simple answer, no matter how accurate your answer is

Tip of the week: Building your change management process

August 12, 2013

For the simplest change management process, all you need is a few custom configurations.

Bonus tip of the week: know your customers

July 24, 2013

We often hear about the importance of customer service and all the reasons that contribute to a good customer experience, like speed of resolution or a pleasant support agent

Tip of the week: using your voice

July 8, 2013

When you have a problem or a question you often do not have the time to search for an answer or wait for email correspondence

How to get the right info from your customers and solve tickets faster

June 26, 2013

There are so many ways to effectively manage your company’s influx of tickets. You may be getting tickets about everything from product questions to order status to complaints—or even

Tip of the week: the 2-for-1 approach to customer service

June 21, 2013

Frequently, we will get multiple requests from the same customer seeking the same support. Some people like to put out multiple lines when they go fishing, etc

Community tip: track repeat ticket submitters

May 20, 2013

Keeping track of customers who submit multiple tickets is great way to gauge things like customer satisfaction, product quality

Tip of the Week: ensuring a timely response to customers

May 6, 2013

It’s important for everyone in the customer service industry to keep their response times as quick as possible

Tip of the week: notifying external email addresses

April 15, 2013

Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send

Zendesk API 101: increasing the capability of your Zendesk

April 12, 2013

Maybe you love Zendesk, but want to customize the look and feel to your brand. You’re not alone. In fact, most of our customers reach a point where they want to get the most out of their Zendesk and the solution is the Zendesk API

Community tip: queuing up overnight tickets

April 1, 2013

When things are busy, like first thing in the morning, support teams may rely on colleagues outside of the customer service organization to help solve tickets. The key is finding an easy way to help

Tip of the week: automating the creation of Google Calendar Events

March 4, 2013

Let’s say you want to have a reminder about your Zendesk ticket in your Google Calendar—well now you can!

Tip of the Week: Taming your Triggers

February 4, 2013

Triggers help us auto-assign tickets, tag tickets appropriately, and more importantly they allow us to email notifications to our customers and support agents to let them know about comment updates to tickets

Using Triggers to get the most out of Customer Satisfaction

January 28, 2013

Today’s tip, and our very first Community Tip, comes to you from Joe Tinter, IT manager and skilled Zendesk user, and will help you use triggers to get the most out of customer satisfaction

Tip of the week: better analysis through native reporting and views

December 3, 2012

Many Zendesk users take advantage of our integration with GoodData to get granular reports and gain more insight into how their account is working

Tip of the week: how due date automations work

October 29, 2012

I’ve dealt with a few questions lately about how negative numbers in due date automations work, so I wanted to clear that up since I think it’s important for everyone to know this

Tip of the week: accelerate your ticket deflection efforts

October 23, 2012

You all know that you can use your Zendesk Forums to help with ticket deflection. You can stock pile your website with FAQs, video tutorials, and even build out a Community Help space to get your customers helping each other

Tip of the week: automations

October 10, 2012

Automations can be a bit fickle at times, preventing you from creating a new automation with cryptic demands of nullifying a condition and saving the universe from an infinite loop

Tip of the week: changing a custom field option

September 4, 2012

With Zendesk you can create a wide range of custom ticket fields: drop-down lists, text, multi-line text, etc. One of the most frequently used custom fields is the drop-down list

Tip of the week: your knowledge base

August 20, 2012

Besides providing your customers with many channels for reaching out to you for support, your Zendesk offers a way to empower them to answer their own questions using the resources in your knowledge base

Tip of the week: macros for multifaceted tickets

July 3, 2012

Support tickets come in many shapes and sizes; some are simple questions, and others are complex problems. They might be concerned with a particular product feature, or they might be a sales or billing question