How will artificial intelligence assist customer service agents?

July 21, 2017

The latest innovations in artificial intelligence will showcase features with big upsides for agents

The more the merrier: Add teams to Zendesk Support

April 14, 2017

Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Building your Zendesk workflow brick-by-brick

September 22, 2016

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

Community Tip: How to set a reminder on a ticket

August 8, 2016

Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket

All about the “About” custom ticket field

June 30, 2016

When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket

Tip of the week: Best practices for altering your custom ticket fields

June 21, 2016

This Zendesk Tip of the Week covers best practice for altering custom ticket fields in your Zendesk.

Streamline your Zendesk notifications for effective team communication

April 27, 2016

We’re often asked how to optimize Zendesk notifications to ensure that both customers and your support team aren’t overwhelmed. Today, I’ll walk you through my steps for auditing your notification strategy

Community Tip: Managing complex SLA needs with Zendesk

May 5, 2015

Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way in this Community Tip

Zendesk on Zendesk: The lifecycle of a problem ticket

April 30, 2015

Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on the lifecycle of a Problem ticket. I’ll post suggestions about how Zendesk Support tracks and resolves

Community tip: Funneling customer orders through Zendesk

April 21, 2015

My company recently got rid of our CRM for various reasons and, while we were not quite ready to graduate to an ERP system, we had to bridge the gap between our Sales team and the processing of our orders. That’s where Zendesk came into the fold

Meeting customer expectations… at scale

April 8, 2015

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service

Fine Tuning: Agent productivity

January 29, 2015

Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing

Community tip: connecting Zendesk and Google spreadsheets

December 18, 2013

At Control Group, we’re constantly reevaluating our own internal workflow to be more productive using the tools we already have

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

Simplified IT service management, part 4

March 5, 2013

I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and I’d say many support analysts are the same

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 […]