HR Tech week recap: Why we need to shift the HR mindset

October 11, 2016

The focus at HR Technology’s annual conference and expo, held last week in Chicago, focused on human-centered design, a framework that solves problems by involving the human perspective. HR Tech is the world’s largest

Scaling HR operations with a help desk

July 25, 2016

Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations team can make. Yet much of the day-to-day support that HR provides still happens over email

4 ways for businesses to dream big, even while starting small

May 3, 2016

As a small business owner, you have much more on your plate than customer support, but that doesn’t make it any less

How retail employee satisfaction affects the bottom line

April 15, 2016

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one trend that’s more likely to become a mainstay: the convergence of customer experience and employee engagement

4 questions to ask when choosing a help desk

April 29, 2015

Choosing the best software to serve your customers can be tricky. Software Advice recently surveyed IT professionals to learn more about what is valued in help or service desk software. Their full report didn’t include breakdown of preference by vendor, but we were thrilled to hear that so many IT professionals are currently using Zendesk

Helping HR create strong relationships

July 16, 2014

Good customer service applies to any department, and it encourages the kind of interactions that help create strong relationships. Relationships which create real, lasting value

How the iPad Support App Has Transformed Griffin Technology’s Help Desk

March 29, 2011

Founded in 1992, Griffin Technology is one of the world’s foremost creators of accessories for home, mobile, and personal technology. Unique products such as iTrip®, PowerMate®, iFM®, iMic®, and Evolve® Wireless Speaker System have broken new ground in consumer electronics and created loyal fans throughout the world. Griffin products are conceived, designed, and developed in-house and continue to push the envelope of the industry they helped create.

5 Tips for setting expectations around in-house help desks

November 23, 2010

When it comes to help desk response times, the rules governing time in relation to distance appear to warp. Many users are willing to swear that the closer the help desk is the slower support appears. In-house help desks thus seem to defy physics…or at least they dash expectations. But is this the reality or […]

Create private internal knowledge bases

October 22, 2010

Update: A lot’s changed since we first wrote this blog post! Building an internal knowledge base is now easier than ever with Zendesk Guide. Original blog post below: We received this question recently during one of our regular webinars: Can we create private forums in order to create an internal knowledge base? The answer is […]

The help desk, ITIL, and getting things done

January 11, 2010

A help desk is only as good as the processes you define for it. When setting up your help desk, it’s important to ask: what are the steps you need to take in order to best serve your customer support requests? And what are your ultimate goals

Sandbox: A Safe Environment for Testing out New Configurations and Features

November 24, 2009

Update: You may have noticed that this post is pretty old! For more up-to-date information, check out this Zendesk Sandbox article in our Help Center. As your business grows and changes, so do the business rules and workflows you use to run your help desk. We understand that. You might route your incoming support request […]

Good Help Desk Karma from StickyStreet

February 24, 2009

Earlier today we received this in our inbox: Hey Zendesk guys! I just wanted to let you know how much we love your service! Because of Zendesk, StickyStreet has been able to provide excellent, timely, and organized customer support, which in turn has given us the ability to grow into a service with a global […]

So, You’ve Implemented ITIL? (Pants on Fire)

September 30, 2007

When we first designed Zendesk, we had ITIL compliance as a bullet point. We’re children of the ITIL era and speak ITIL natively. But when explaining the ITIL complex to IT people outside of the IT management world, we quickly realized that we weren’t aiming for ITIL compliance but rather ITIL inherent. In the current […]