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Article
4 min read

Agents need cross-channel communication

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

Article
11 min read

Skills-based routing: Definition, process, and best practices

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems. This increases customer satisfaction and creates a more convenient customer experience (CX).

Article
3 min read

Collaborate across your ecosystem with Side Conversations

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.

Article
9 min read

The four C’s of cherry-picking

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

Article
3 min read

Time to build a support operations team

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

Article
4 min read

The key to great service? Saying “I don’t know”

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.

Article
2 min read

Are your customer service representatives happy?

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

Article
4 min read

8 support manager skills to develop

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

Article
4 min read

6 tips to hone your support superpowers

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

Article
3 min read

Tip of the Week: Auto-assigning Tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

Article
5 min read

Why staffing can make or break your omnichannel strategy

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

Article
6 min read

What it’s like on the front lines of support

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.

Article
3 min read

Ibotta scales training hurdles with Zendesk and Lessonly

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

Article
3 min read

The ROI of empowered agents

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

Article
4 min read

Communication is key to great tech support

Alex has a background in technical support, but it was his experience as a history and…

Article
4 min read

The art of business analysis in customer support

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…

Article
6 min read

Optimize your customer service training

Correctly investing in customer service training not only ensures that customers receive the best possible service,…

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