Conduct an honesty audit: Learn from customer feedback

January 19, 2017

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

Everything you need to know before launching your community

July 21, 2016

We all belong to communities. Some are small and intimate, like our families. Some are massive and managed digitally, like LinkedIn. Regardless of their shape or size, these

Community Tip: Deleted your help center content? Not to worry!

June 28, 2016

This Community Tip from Felix Stubner will help you with a quick way to restore your Help Center content if it is accidentally deleted

Get personal with profiles in Help Center

June 20, 2016

Thriving communities are built around people having real connections with each other. That’s why we’re introducing profiles to Help Center, making it possible for community members to share relevant information about themselves

Meet “Copenhagen”, Zendesk’s new responsive Help Center theme

June 13, 2016

Today we’re releasing the Copenhagen theme for Help Center. We’ve redesigned it from the ground up, with self-service best practices

3 ways to get your Help Center in shape, featuring Lumo BodyTech

June 8, 2016

Chances are, your Help Center could be working—or working out—harder for you. Here are three exercises to optimize your Help Center for better performance and

6 steps for measuring self-service success

April 20, 2016

When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get our Help Center in tip-top shape and to build a better self-service experience. Here are the six steps we found worked for building a robust self-service

Tip of the week: Notify customers of a post or comment converted into a ticket

March 29, 2016

One of the coolest features in Zendesk Community V2 the ability to create a ticket from a post or comment, and that’s what we’ll talk about in this tip of the week

Tip of the week: Making the move from Web Portal to Help Center (it’s really not that scary)

March 1, 2016

Migrating from Web Portal to Help Center can seem daunting but this Tip of the Week from Jake Bantz makes it easy

How Brayola’s customer service team became every girl’s best friend

February 23, 2016

Many items are fun to shop for—wide-brim, floppy hats, lacy skirts, motorcycle jackets, chunky scarves, cowboy boots. The list goes on, virtually to infinity, except for one item

Community Tip: Include end-user browser information via Help Center

February 22, 2016

In this Zendesk Community Tip, we cover an easy method for sending over browser information when creating a ticket in the Help Center

Community tip: Reporting on KCS actions within tickets

June 30, 2015

If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]

Let’s get personal! How to showcase your support team on your Help Center

April 3, 2015

Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.

Tip of the week: Add and remove individual CCs on a ticket using URL targets

March 31, 2015

Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from

Fine Tuning: Blueprinting your Help Center

March 30, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning series. We’re hosting a day-long discussion focused on Blueprinting your Help Center. Throughout the day, I’ll post suggestions for brainstorming and refining ideas for

Self-service is anything but boring. Introducing our #BestHelpCenters

March 20, 2015

Studies show us that more and more customers prefer self-service over contacting a support agent. In fact, 91% of those we surveyed said they would use a knowledge base if it met their needs. But how would that number increase if your Help Center not only their answered their question, but also tickled their creative fancy? That’s the question we set out to discover

Multiple brands, one Zendesk: introducing Multibrand

March 17, 2015

Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for

Tip of the week: Troubleshooting common Help Center issues

March 2, 2015

The Help Center is a great tool to offer self-service options for your customers, and we’ve got lots of great documentation to help you set up and customize your own. This tip of the week is to help troubleshoot

3 tips for providing great customer self-service at scale

February 24, 2015

A great way to keep your customers happy (and cut down on tickets) is to make it easy for customers to find their own answers. Here are three tips for giving your customers a great self-service experience, even if

3 most popular community tips

February 9, 2015

The votes are in! The Zendesk community forums have been buzzing with great ideas. We asked our customers to pick their favorite

Bonus tip of the week: keep spam out of your Help Center

February 6, 2015

Spam: It’s bad for your email inbox and bad for your Help Center. Fortunately, there’s an easy way to stop spam from

Tip of the week: customize your knowledge base

September 22, 2014

The latest tip of the week is actually a compilation of several useful tips and tricks you can use to make your Help Center content more engaging and beautiful

Tip of the week: fine-tuning your Help Center

April 7, 2014

Give your customers the best self-service options by maintaining a fine-tuned Help Center

Tip of the week: understanding your customers’ self-service experience

March 24, 2014

As the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your Help Center