Ticketing system
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2 min read
When the benefits of switching software outweigh the costs
Switching to a new software solution can be a great idea, but the long-term costs of…
Article
11 min read
Ticket escalation: What it is + 8 ways to manage it
Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.
Article
4 min read
5 Things to do before you switch solutions
Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So…
Article
3 min read
How to get new software approved
Switching to a new customer support software solution requires involvement from various teams within your organization,…
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2 min read
How to build ideal workflows in Zendesk Support
Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an…
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3 min read
How to add value to your customer data
Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer…
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2 min read
Ask the analysts: Gartner’s take on the customer service technology landscape
As we approach the midpoint of the year (how did that happen so fast?), it’s a…
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2 min read
**Formatting** where you need it most. Introducing: Zendesk WYSIWYG
Improving the agent experience (and making it easy to use cat .gifs) was our guiding light…
Article
2 min read
Zen U Tip of the Week: How to customize auto-response triggers
Can a ticket be created on behalf of a customer (via a phone call for example)…
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3 min read
Complex business hours? That's easy! Introducing Multiple Schedules
Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of…
Article
1 min read
Tip of the week: Hide ticket forms based on the user's organization
Currently, when you create a ticket form, there is no tag for specific organizations. In this…
Article
1 min read
Tip of the week: Restricting agents to specific brands
With Zendesk's Multibrand solution, all agents can access tickets for all brands. This enables your support…
Article
1 min read
The keys to successful customer service data migration
A data migration project is no small task (understatement alert!). When you’re changing from one customer…
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Tip of the week: make your email look more like email
The default formatting for Zendesk emails is nice if you're set up to be a ticketing…
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Tip of the week: agent collision detection
Agent collision detection is a feature that alerts your agents when another agent is viewing and…
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