Tip of the week: the call center, unplugged

June 22, 2012

If you can take support calls away from your computer, anywhere, anytime, is your call center really a call center?

Tip of the Week: Streamline Support Using Problem and Incident Tickets

June 1, 2012

For support agents it might be routine to answer an incoming question, solve a ticket and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time? When faced with this kind of problem it is likely you will receive several similar […]

Tip of the Week: Looking at Satisfaction Ratings with Comments

April 24, 2012

If you are already collecting feedback about how satisfied your customers were with their support experience, you might have noticed a recent change in the satisfaction conditions. In the past, all satisfaction ratings were grouped together regardless of whether they included a comment or not, which meant extra time spent wading through tickets to find […]

Tip of the Week: Copying Other People on Tickets

April 12, 2012

You might have had a ticket come through where multiple people are needed to provide a complete solution for your customer. The CC option in Zendesk is an easy way to add anybody to a ticket so they’re included in the discussion! This week we explain how to add other agents, registered end-users and non-registered […]

Tip of the Week: Touring Our New Reporting Menu

March 16, 2012

This past week we launched a new reporting dashboard, complete with new search analytics that provide insight into what users are searching for and whether they’re finding answers. Max’s tip of the week provides a quick tour of the new reporting dashboard for those looking to dig deep into some customer support statistical goodness. Take […]

Tip of the Week: Auto-assigning Tickets

December 5, 2011

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 […]

Tip Of The Week: Understanding Trigger Conditions

November 18, 2011

There are two types of conditions available in Zendesk – all conditions and any conditions – and defining these conditions can be a lot like ordering a pizza for you and a few friends, in the way that you need to decide which conditions will get you the result(s) that you want. For example, you […]

Tip of the Week: Saving Time with Mail API Commands

November 11, 2011

My, how times have changed! We’ve updated our Mail API a lot since this was posted. Here’s a link to the updated documentation. The mail API commands within Zendesk allow you, as an agent, to update a ticket in a number of ways directly from your email inbox. They’re fun, handy and, best of all, […]

Tip of the Week – Manage Multiple Feedback Tabs on Multiple Websites

October 31, 2011

This tip is a little dated. Read this article for more up-to-date information about managing multiple feedback tabs. You probably already know about our feedback tab. It’s one of the simplest ways to allow your customers to create tickets, search forums and start chatting with your agents without having to leave your site, saving time […]

Tip of the Week: Escalating Tickets

October 21, 2011

One common step in ticket workflows is escalation of issues from agent to agent, or team to team. This can be a necessity when your various agents have different skill sets, language competencies or regional responsibilities. Zendesk, of course, has a solution for this. We have more than one, in fact. Obviously, the simplest option […]

Tip of the Week: Automatic Ticket Tagging

September 23, 2011

Tags are one of the most powerful tools in Zendesk. With them you can load your tickets with additional data and then create custom workflows using that data. This week we thought that we’d look at the automatic tags feature. In your ticket settings (Settings > Tickets) there’s an option to automatically add tags to […]

Tip of the Week: Deactivating, Cloning, and Editing Triggers

July 18, 2011

Triggers are one of the most powerful components of your Zendesk. It might even seem like there’s a bit of magic to triggers, but there’s actually very little wand waving involved. Triggers do exactly what you tell them to do, nothing more, nothing less. Newer users to Zendesk or users who are currently trialing the […]

Tip of the Week: Non-Assigned Agent as CC

June 3, 2011

Zendesk provides you the flexibility to set up your agent structure in the best way that suits you. Oftentimes, agents will share tickets and collaborate on answers before replying to a customer. As an agent, you may want to add a comment (either public to the end user or private to the assigned agent) and […]

Tip of the Week: How to Avoid Agent Collision

May 20, 2011

You’ve probably seen this scenario before. You’re working on a ticket, selecting the relevant fields, making a comment, and then you hit submit. Zendesk tells you that someone else has updated the ticket while you’ve been working on it. Annoying, right? That’s a collision: Two agents working on the same ticket, but haven’t seen each […]

Mobile Devices Are Transforming Customer Service

February 15, 2011

Experts are saying that 2011 is the year that mobile computing will transform customer service. That’s because mobile apps are “expanding the scope of customer service – mobile apps allow us to offer new functionality,” according to Diane Clarkson, an analyst at Forrester Research. “We can now use our mobile devices to learn if an […]

Tip of the Week: Email Support for Two Different Products

October 1, 2010

It is a common scenario for one company to produce more than one product – a software company with three different apps for instance; or a print shop that sells its products to two distinct audiences. In these cases, it can be helpful to keep the support experience for your customers specific, not to your […]

Tip of the Week: Escalating Your Tickets With Groups

August 13, 2010

Please visit this article for the most up to date version of this tip: Escalating Your Tickets with Groups At Zendesk, our customer advocates follow a basic ITIL workflow based on escalation. One of the goals when following ITIL is to streamline the communication channel. To accomplish this, a framework is set up so that […]

Tip of the Week: Use Problem and Incidents to Organize and Speed Up Your Support

June 11, 2010

Not all support tickets are the same – your customers have different reasons for getting in touch with you. As such, not all Zendesk tickets work the same way. A Zendesk ticket can be one of four types: a Question, a Problem, an Incident, and a Task. Each of these types allows you as the […]