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

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

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

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

Customers have different preferences about how they receive and access customer support—whether that means talking over the phone, messaging an agent on an app, chatting online, or sending

Fellow Denmark to Silicon Valley transplant, issuu’s digital publishing platform has enabled over 25 million magazines, catalogs, design portfolios, and other publications to find a place and a readership online. With 25,000 new

A site map is a helpful file that lets Google and other search engines intelligently crawl your site. This tip of the week describes how to manually create and submit a site map to Google for your Help Center

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 […]

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.

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

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

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

Imagine a dress shirt that could keep you cool in the heat and warm in the cold using some of the same technology found in NASA’s space suits. And what if this shirt made sweat and odor a thing of the past? It sounds a bit like science fiction, right?

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

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

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

We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and empowering your customers to use self-service

For a variety of reasons, you might find that you don’t always want your Help Center content to appear in Google search results

Continuing our series on best practices for Help Center managers, this week we’re looking at using Google Analytics to measure search

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom touches

We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible

Zendesk has always believed in the power of customer self-service. Today, we’re happy to introduce our new Help Center—an all-in-one knowledge base, community, and customer portal built right into your Zendesk.

Mobile devices aren’t just for phone calls, SMS, and emails anymore. As our latest infographic illustrates, the percentage of adults who use their mobile devices for online browsing has more than doubled in the last three years

Our customers can now harness the power of brick-and-mortar call centers without having to hire loads of additional agents, invest in additional hardware, or keep agents tethered to their desks. Thanks to our powerful new Ifbyphone integration organizations of any size can build a virtual call center for their sales or support teams. Incoming calls […]