Tip of the Week: What to expect when rolling out Satisfaction Prediction

March 22, 2016

Satisfaction prediction has the potential to change the way your team processes customer support requests. See what to expect as an advocate and as a manger in this Tip of the Week

Let the machines do the learning: Introducing Satisfaction Prediction

March 15, 2016

Support agents have a lot on their plate. Agents must respond to a wide variety of questions, constantly flexing their problem-solving muscles, while also working to keep the customer satisfied

Modern luxury: Q&A with AllSaints

June 4, 2015

Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of

Community Tip: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer)

June 2, 2015

It’s common for engineers to seek help from senior engineers in order to resolve tickets or escalate them. When a ticket is escalated, the senior engineer owns it—making it easy to track. In some cases though, the ticket is not formally escalated but a senior engineer is still assisting

Island adventures in customer service: Q&A with Sure

May 14, 2015

We spoke with Sara Liddle and Avril Trump at Sure, a telco provider to the Channel Islands and Isle of Man. Sara focuses on the customer experience and journey across Sure, and Avril manages the support team at the company’s contact center. Though Avril doesn’t make much of it, she’s been

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

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

Tip of the week: Versioning your SLA policies

April 28, 2015

The new SLAs feature lets admins define specific SLA policies using a wide variety of conditions—anything from ticket fields and tags to custom user or organization fields. While this is certainly needed by most support organizations, those who have contractual obligations also need to be able to version their policies

Prioritize performance with Zendesk’s new SLAs feature

April 22, 2015

Great customer service is built on meeting customer expectations in a timely manner. When your support center is solving multiple issues across myriad customers though, how do you prioritize which issues should be solved first? Enter the Service Level Agreement

Community tip: Best practices for using views

April 7, 2015

Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to

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: Restricting agents to specific brands

March 24, 2015

With Zendesk’s Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide

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

3 ways to use data to scale your support

March 13, 2015

When I started working on the support team at Zendesk three years ago, there were only 13 people on the team. Now, that same team is around 60 advocates strong. In the early days, our support process was simple

Level up your in-game support

February 25, 2015

When I was a little boy, I always rushed to open my new Super Nintendo game on the drive home and poured through the manual so I’d be ready to start playing as soon as I stepped in the door. Reading through gaming manuals has a special place in many people’s hearts. Those were the days when

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

Tip of the week: configuring your Zendesk to reply from a single email address

January 26, 2015

The email channel probably handles the majority of your customer support requests. You may have one, two, or multiple email addresses where your

Fine Tuning: scaling your Zendesk

December 18, 2014

Is your business growing and your support needs to catch up? Today is your day! We’re hosting a discussion in our forums today focused on scaling your Zendesk

Measure customer loyalty right from Zendesk with Net Promoter Score® surveys

October 22, 2014

Companies looking to gather customer insights often invest huge amounts of financial and human resources in formal customer feedback programs. But does simply listening to your customers really require all of that?

The keys to successful customer service data migration

September 2, 2014

A data migration project is no small task (understatement alert!). When you’re changing from one customer service system to another, it takes

CSM Spotlight: best practices for ticket deflection

August 21, 2014

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

Community tip: find your repeat customers

August 11, 2014

I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later

Take it or leave it? What help desk data should you migrate?

July 22, 2014

There are a number of steps to take to know what help desk data is important to migrate, and what isn’t